Hurray, we’re ISO 27001 certified!

October 25, 2018 in Company

ISO 27001

We recently received our ISO 27001 certification and we’re really proud of this. We know security is not optional and the ISO 27001 certification confirms our information security capabilities. This certification also strengthens our position as an enterprise-grade player.

We’re particularly proud of the fact that the independent auditor stated that 24sessions is ‘Years ahead of where young software companies typically are in terms of maturity of the ISMS (Information Security Management System) and security by design’.

We are serious about security

Our ISO 27001 certification applies to the entire company from development, hosting and project management to our customer success services and support.

At 24sessions, we believe that high security is a mandatory requirement when it comes to both our customer interactions and our internal team that builds and ensures the implementation of our product across customers’ locations.

All our data storages use industry-level encryption to ensure safety of the data. Additionally, all data and media streams used inside our video-chat are end-to-end encrypted which guarantees that only meeting participants can access them.

Besides that, we keep 24sessions team-aware and up-to-date with recent security developments. We provide ongoing security trainings to make sure that the topic of security is always a priority.

– Konstantin Goncharuk, CTO at 24sessions

Continuous improvement for maintaining the ISO 27001 certification

ISO 27001 provides a very elaborate information security framework for every aspect of a business, based on a Plan – Do – Check – Act cycle. This iterative process is designed to drive continuous improvement of the ISMS. The certification is a 3-year cycle with audits in between, to ensure we’re operating and maintaining the ISMS.

Find out more about how our product ensures secure and safe video meetings.

4 ways to measure & learn from your video-calls with customers

October 8, 2018 in Product

Companies are constantly looking for ways to boost their competitiveness via superior customer experiences. But how to make sure you actually deliver those excellent experiences? Peter Drucker’s quote: “You can’t manage what you can’t measure” still counts today, right!?

Peter Drucker

To better manage the customer experience you deliver through your video calls, 24sessions equips you with meeting analytics. You can instantly measure customer experiences and learn how to make every customer interaction better than your last one.

Here are 4 easy ways to use your meeting analytics:

1. Stop guessing, start collecting reviews

Measure your customer experience when it is still top of mind, and automatically collect reviews right after the meeting. On average, we hit response rates of 80% which gives a fairly good representation. Through these reviews, you can start to track important metrics like NPS as well.

Review questions

Our favorite review questions are: How would you rate this session? How easy was it for you to have this call? How likely is it that you recommend this video call to a friend?

2. Timing is everything: find your customer’s favorite time-slots

By keeping track of previous meeting moments, you can learn how your service fits customers needs best. And tailor your availabilities accordingly.

For instance, the chart below is from our clients that provide personal banking advice to consumers via video calls. This overview shows that their customers really value this service especially in their spare time; in the evening, during lunch breaks or during morning weekends. This confirms the end of ‘9-to-5s’ for these kind of services.

3. Identify the optimal length

Time is the scarcest resource of people today. So, why take more time from your customers than necessary? Based on our client’s experiences, video calling sessions take 20-40% less time compared to face-to-face. By letting customers stay in the comfort zone of their own homes, and combining audio with screen & document-sharing, our clients say they can get to the point much faster.

By tracking the length of each video call, Spotta learned their calls needed to last only 50% of the time that was reserved for face-to-face meetings while keeping satisfaction scores high. Next to this huge efficiency gain it helps to better manage customer’s expectations upfront. Underpromise overdeliver, right 😉

4. See what sticks

Stop the guesswork and analyze which arguments are most compelling to deliver the best experience. In order to quickly find your way through a big pile of reviews, a simple trick is to make a wordcloud to extract the most used words.

Another way to learn from previous sessions, is by using recordings for training purposes. By replaying conversations, you can then learn what worked well and improve them accordingly.

Our data team also analyzed 1000s of reviews to find out what motivates customers to engage via video. The most important words they use to describe this are ‘easy’, ‘flexible’ and ‘personal’. The fact that it ‘saves travel time’, or ‘the hassle to arrange a babysitter lastminute’ is what makes them a real promoter of this new channel. More insights about this analysis are coming soon!

Learning from your previous customer meetings is not a luxury, we think it’s a necessity. That is why the Review and Reporting features come by default for all Plans.

If you already use 24sessions and want to know more check out FAQ on Reviews.