In this blog post, Darren Gough of Island23 Limited, a community, content and engagement consultancy, discusses how the 24/7 nature of community management calls for creating time for self care and the importance of wellbeing.
your customers and staff
to help themselves
with less effort
HELLO, WE ARE 4 ROADS
4 Roads understand the needs of modern business and use the latest technology to create spaces that seamlessly blend the entire customer experience. We partner with clients on three continents who trust us to help them improve their multi-channel online presence.
After spending 10 years in the IT industry Rob started 4 Roads in 2007 in the US, and moved the company to the UK in 2013. Rob is involved in all areas of the business from staff management and recruitment, to hands on client work and building customer relationships.
Head of Marketing
Gina is head of marketing at 4 Roads, responsible for the development and implementation of the company’s marketing strategy. Gina also works on client engagements where there is a community management and content strategy requirement.
Client Services Director
James is responsible for overseeing all key accounts, ensuring commercial viability and delivering an exceptional client experience to all 4-Roads customers. James also leads the strategic partnerships with global technology vendors Sitecore and Telligent.
Developer / Tech Wizard
Luke is a full stack web developer who has worked on a wide variety of projects, primarily in the gaming industry. Luke is a perfectionist and frequently works with well known companies designing the technologies that underpin the web. As a result his code can be found on millions of devices from art installations to cockpits! Luke has won awards for his animation / stopmotion skills!
Sneh is a Junior Developer at 4-Roads. She is mainly responsible for Front-end designing, creating Unit tests and also Back-end programming and is very hands-on creating Moq Unit tests. Outside the office Sneh is a craft creative person and enjoys making Jewellery, Chrochet and Macrame Wall-hangings/Curtains as a hobby.
"The combination of their extensive knowledge and their experience with a diverse client base has been invaluable, supporting everything from development on small and
large projects, to consulting on our roadmap and strategy. 4 Roads have been responsive, timely and always willing to go the extra mile, we cannot recommend them enough."
Contact us on 0808 189 2044 to discuss your digital requirements.
WHY WORK WITH 4-ROADS?
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Our latest thinking and insights
Who Is Your Brand’s Audience? Community Sets The Tone
As a brand, you probably have a pretty good idea of what your company stands for and how it positions itself in the market for its audience (if you don’t, there’s some work to be done)! No doubt you have some form of branding guidelines, a corporate mission statement and perhaps even some in house culture documentation on what your team is about.
Here’s the real question though: do your customers see your brand in the same way?
Embrace AI But Do The Unexpected: How To Rebuild Trust In Your Customers
If you’ve been following our recent blogs, you’ll know we see Artificial Intelligence (AI) and Intelligent Self-Service (ISS) as a huge growth area for communities and customer service teams.
Certainly, as technology continues to evolve it will empower customers to help themselves resolve their challenges quickly and effectively. The role of the customer service team will shift as there is no longer a requirement for the customer to spend time on hold waiting to speak to a team member to solve a large percentage of their general enquiries.
Community Management: Gazing Into Our Crystal Ball…
As the celebrations of New Year are but a distant memory and 2019 settles in around us, we look ahead to what will be another important growth year for community management.
2018 saw a lot of lightbulb moments for many organisations who finally started to dig deeper into what an online community really was, and what it could offer. It was fantastic for us to speak to lots of new businesses who wanted to drill down further into what a community could do for the whole organisation and the value that could bring.
Have You Heard This One?
A customer calls into a customer service department, explains the problem, gets into a long winded exchange and eventually gets an answer. It takes 30 mins.
How About This One?
A customer calls into a customer service department, explains the same problem, gets into a long winded exchange and eventually gets an answer. It takes 30 mins.
Did you notice the difference? If you said “there wasn’t one”, you’d be right (help yourself to a virtual iced bun).
It seems crazy that in 2019 this is still happening with organisations, but it is and here’s why.
How AI Makes Your Customer Service Team Relevant.
Customer Service has had a tough time of it. Visions of beige call centres where staff work from obvious scripts that often end up moving the caller to another queue are, unfortunately, the painfully accurate experience of many a frustrated customer.
If you’ve ever been unfortunate enough to be the customer (and many of you will have), it’s not uncommon to perhaps experience one of the following scenarios: