--- title: We Are Fiber Blog - English (7) description: We Are Fiber Blog - English version (7) --- [![](https://www.wearefiber.com/hs-fs/hubfs/Risorsa%2037.png?width=273&height=90&name=Risorsa%2037.png)](https://www.wearefiber.com/en/) - [Approach](https://www.wearefiber.com/en/approach) - [About](https://www.wearefiber.com/en/about) - [CSR projects](https://www.wearefiber.com/en/blog/tag/csr-projects) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [Governance](https://www.wearefiber.com/en/governance) - [Blog](https://www.wearefiber.com/en/blog) - [Careers](https://www.wearefiber.com/it/careers) - [Contacts](https://www.wearefiber.com/en/contacts) - [English](https://www.wearefiber.com/en/blog) - [Italiano](https://www.wearefiber.com/it/blog) English - [Customer Service](https://www.wearefiber.com/en/customer-service-in-outsourcing) - [Ticket management](https://www.wearefiber.com/en/ticket-management-in-outsourcing) - [Digital customer care](https://www.wearefiber.com/en/digital-customer-care) - [Help Desk](https://www.wearefiber.com/en/help-desk-in-outsourcing) - [Chatbot](https://www.wearefiber.com/en/chatbot-in-outsourcing-1) - [Booking office](https://www.wearefiber.com/en/booking-office-outsourcing) - [Smart assistance](https://www.wearefiber.com/en/smart-assistance-in-outsourcing) - [Back Office](https://www.wearefiber.com/en/back-office-in-outsourcing) - [Data entry](https://www.wearefiber.com/en/data-entry-outsourcing) - [Data enrichment](https://www.wearefiber.com/en/data-enrichment) - [Document management](https://www.wearefiber.com/en/gestione-documentale) - [Logistic management](https://www.wearefiber.com/en/gestione-logistica) - [Order management](https://www.wearefiber.com/en/gestione-ordini) - [Process Management](https://www.wearefiber.com/en/process-management-in-outsourcing) - [Control room](https://www.wearefiber.com/en/control-room-outsourcing) - [Quality audit](https://www.wearefiber.com/en/quality-audit-in-outsourcing) - [Robotic process automation](https://www.wearefiber.com/en/robotic-process-automation-in-outsourcing) - [Outbound Marketing](https://www.wearefiber.com/en/outbound-marketing) - Industry - [Healthcare](https://www.wearefiber.com/en/healthcare-in-outsourcing) - [Ecommerce](https://www.wearefiber.com/en/ecommerce-in-outsourcing) - [Food delivery](https://www.wearefiber.com/en/food-delivery-in-outsourcing) - [Retail](https://www.wearefiber.com/en/retail-in-outsourcing) - [Finance & Insurance](https://www.wearefiber.com/en/finance-e-insurance-in-outsourcing) - [Mobility](https://www.wearefiber.com/en/mobility-in-outsourcing) - [Travel](https://www.wearefiber.com/en/travel-in-outsourcing) - [B2B services](https://www.wearefiber.com/en/b2b-services-in-outsourcing) - [Approach](https://www.wearefiber.com/en/approach) - [About](https://www.wearefiber.com/en/about) - [CSR projects](https://www.wearefiber.com/en/blog/tag/csr-projects) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [Governance](https://www.wearefiber.com/en/governance) - [Blog](https://www.wearefiber.com/en/blog) - [Careers](https://www.wearefiber.com/it/careers) - [Contacts](https://www.wearefiber.com/en/contacts) # We Are Fiber Blog - English ## [Sales outsourcing: the strategic choice that leads to success](https://www.wearefiber.com/en/blog/2020/11/02/sales-outsourcing-the-strategic-choice-that-leads-to-success) January 31, 2022 Are your salespeople struggling to get results? Do their efforts not lead to improvement? [READ MORE](https://www.wearefiber.com/en/blog/2020/11/02/sales-outsourcing-the-strategic-choice-that-leads-to-success) ## [Valuable tips for efficient management of outbound call centers](https://www.wearefiber.com/en/blog/2021/06/23/valuable-tips-for-efficient-management-of-outbound-call-centers) January 31, 2022 Are you looking for **outbound call center tips** to optimize your company's outbound call flow... [READ MORE](https://www.wearefiber.com/en/blog/2021/06/23/valuable-tips-for-efficient-management-of-outbound-call-centers) ## [Positive thinking about sales, the techniques to be used and the rules to follow](https://www.wearefiber.com/en/blog/2020/10/14/positive-thinking-about-sales-the-techniques-to-be-used-and-the-rules-to-follow) January 31, 2022 The goal of every company is to sell as much as possible and maximize profits. Of course, not all... [READ MORE](https://www.wearefiber.com/en/blog/2020/10/14/positive-thinking-about-sales-the-techniques-to-be-used-and-the-rules-to-follow) ## [The 5 types of self-service web services most appreciated by users](https://www.wearefiber.com/en/blog/2021/02/24/the-5-types-of-self-service-web-services-most-appreciated-by-users) January 31, 2022 Web **self-service** is a service that companies cannot do without and that improves the customer... [READ MORE](https://www.wearefiber.com/en/blog/2021/02/24/the-5-types-of-self-service-web-services-most-appreciated-by-users) ## [Outsourcing or Insourcing: Which e-commerce strategy is best?](https://www.wearefiber.com/en/blog/2020/11/03/outsourcing-or-insourcing-which-e-commerce-strategy-is-best) January 31, 2022 Starting an e-commerce company is not as easy a process as you might think. Its design requires... [READ MORE](https://www.wearefiber.com/en/blog/2020/11/03/outsourcing-or-insourcing-which-e-commerce-strategy-is-best) ## [What do customers think about your products? Find out how to capture their feedback](https://www.wearefiber.com/en/blog/2020/11/10/what-do-customers-think-about-your-products-find-out-how-to-capture-their-feedback) January 31, 2022 Knowing the value perceived by consumers is certainly an added benefit to develop better performing... [READ MORE](https://www.wearefiber.com/en/blog/2020/11/10/what-do-customers-think-about-your-products-find-out-how-to-capture-their-feedback) ## [Social customer care: cost and functionality](https://www.wearefiber.com/en/blog/2021/05/17/cost-social-customer-care) January 31, 2022 The **cost of social customer care** is an element that every company should keep in mind. Yet, the... [READ MORE](https://www.wearefiber.com/en/blog/2021/05/17/cost-social-customer-care) ## [Telemarketing campaigns: a current strategy now more than ever](https://www.wearefiber.com/en/blog/2021/06/29/telemarketing-campaigns-a-current-strategy-now-more-than-ever) January 31, 2022 When we speak of **telemarketing campaigns**, we immediately think of the classic phone call that comes... [READ MORE](https://www.wearefiber.com/en/blog/2021/06/29/telemarketing-campaigns-a-current-strategy-now-more-than-ever) ## [Outsourcing in healthcare: which activities to outsource?](https://www.wearefiber.com/en/blog/2020/08/31/outsourcing-in-healthcare-which-activities-to-outsource) January 31, 2022 Purchasing behavior for products and services has changed dramatically due to the influence of new... [READ MORE](https://www.wearefiber.com/en/blog/2020/08/31/outsourcing-in-healthcare-which-activities-to-outsource) ## [The Customer Experience for a better return on business](https://www.wearefiber.com/en/blog/2020/08/06/the-customer-experience-for-a-better-return-on-business) January 31, 2022 80% of companies believe they provide their customers with professional **customer experience**. In... 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Do their efforts not lead to improvement? Very often, it is not up to them. In all likelihood, you have chosen the best sellers on the market, but despite this, your earnings are not growing. In most cases, sales companies do not have the time and resources available to evaluate and analyze results, in order to steer their actions in the right direction. The answer to this type of problem is outsourcing! Having a winning idea is frequently not enough to be competitive in the market, but, more than this, it is necessary to possess knowledge and professional skills, so as to present these ideas to customers effectively and efficiently. Sales outsourcing: when is it convenient? Entrusting sales to an outsourced team is certainly an excellent solution for those companies that fail to obtain their desired results. But when is this a necessary choice? By relying on outsourcing, a company delegates part of its activities to specialized professionals, so implementing an effective savings strategy. This concept, of course, can be applied to the commercial sector, where the case we are considering is that of outsourcing the sales process. Imagine having professional sales geniuses on your team who don't need training. This is the dream that becomes a reality with outsourcing. In general, outsourcing the sales function is recommended at three specific times. Firstly, it is advisable in the case of seasonality, such as Christmas, summer, or for product launches, where it is necessary to increase the sales staff for a set period. Secondly, it is beneficial to rely on outsourcing when a new geographical area has to be covered. Finally, outsourcing is of great assistance when it becomes essential to access different sales channels, in order to build on the brand experience and reach a wider target. It is useful to think of outsourcing in terms of coaching for a limited period of time, with the aim, once optimized and enhanced, of the process returning to being an internal and integral part of the business. Seen in this light, outsourcing could be a valid solution for companies that intend to qualify and improve their methodologies, with the intention of acquiring the right skills for autonomous and efficient management of their businesses. The advantages of outsourcing sales Outsourcing does not imply outsourcing people, but rather outsourcing a function, in order to bring a new approach to the organization, to achieve results that are no longer achievable with a more traditional sales strategy. But, what are the real benefits of outsourcing sales? Time saving: By outsourcing your sales, you will not need to train staff, resulting in your company saving time. This positive aspect will allow you to focus on other crucial aspects of your business. Greater flexibility: Another advantage of outsourcing is the increased flexibility in terms of interventions in the market. Consider operating in a market where there is no certainty about the future. Due to outsourcing, you can increase or reduce efforts and investments in a very flexible manner. Improved results: Sales experts know the best selling techniques and methods and are usually more likely to sell a product or service than you or your team. Choosing the best outsourcing company We are undergoing a time of profound change. The challenges imposed by competition from online retailers and internationalization have a strong impact on the sales strategies of brands. To cope with this situation, sellers are required to be increasingly trained on the product, but also on the market and on how to interact with consumers. Furthermore, sellers must not only be able to answer every question about the product, but must be able to guide potential customers through the brand experience offered by a company. This often starts on the web, continues in-store, and then consists of after-sales services, both online and offline. In this scenario, it is vital to reinvent and redefine the sales strategies, supporting staff with skills and knowledge that follows the pace of market changes. It is therefore advisable to evaluate the possibility of outsourcing the sales force, in order to achieve the set business objectives. We Are Fiber is a company specialized in outsourcing, where we provide professionals able to offer a personalized service. Together with our customers, we ascertain the best strategies for managing the sales network. One of our sales professionals will be there to support you, by constantly monitoring your results. We Are Fiber provides the necessary tools to manage a motivated and performing sales network, able to reach company objectives with a personalized development plan, aimed at increasing conversion rates and turnover. Request a consultation: our experts are ready to give you all the help you need to implement and improve your business. Email: info@wearefiber.com Telephone (It): +39 024 210 1122 Telephone (UK): +44 203 870 4408", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Sales outsourcing: the strategic choice that leads to success", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/outsourcing-sales-1-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/11/02/sales-outsourcing-the-strategic-choice-that-leads-to-success", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Are you looking for outbound call center tips to optimize your company's outbound call flow management? Then you're in the right place! Outbound activities could be said to be living through their second ‘youth’, especially in this post-pandemic period. Indeed, even the telephone, considered by some to be an outdated means of advertising, is actually still very useful. But be careful: the outbound call center is not aimed exclusively at promoting your business, but necessary for many other activities. In fact, We Are Fiber offers outbound services such as: survey: collection of opinions and feedback relating to a product or service, which is subsequently analyzed and consulted; credit recovery: through a customized business approach, the most adequate and discreet method is used to recover credit from insolvent customers; B2C / B2B teleselling: promotion of a product that is offered to a potentially interested target, with the aim of increasing sales and testing new markets; telemarketing: advertising campaigns that include market research and are intended to generate new contacts. Tips for the outbound call center: using specific software If we try to get to the heart of the challenge, let’s look at some valuable tips for an outbound call center. Firstly, you need to equip yourself with specialized cutting-edge software, which helps manage all the outgoing calls of your company. A modern device can automate all telephone operations, which would otherwise require significant staffing investment. With automated software, on the other hand, costs are cut, since limited but targeted human resources can be used so as to manage outgoing calls in an optimal fashion. The same resources have to take care of fewer tasks, as much of the work is automated, and so employees are able to work in a calmer and more satisfactory environment. Call center management software is a versatile and useful tool for every activity, from start-ups to large companies. In addition to simplifying telephone operations, you are more likely to close telephone contracts quickly. Our numbers prove it. Partners who have used our services saw a 16% increase in sales percentages. We also boast excellent percentages in debt collection, with a high degree of satisfaction on the part of both creditors and debtors. Advice for outbound call centers: how to be convincing Regardless of the service offered, you must consider that a telephone conversation is completely different from a face-to-face conversation. You cannot use visual techniques or gesticulate persuasively. How, then, can you ensure that you are convincing? Why should someone on the other side of the phone trust a stranger? To be convincing, the operator must immediately highlight the usefulness of the product or service offered. A no, thank you is still often likely, but the operator must try to convince the potential customer by insisting, but always doing so gracefully. The best way to do this is by using appealing keywords that strike the right chords to tickle the interest and curiosity of the person. ‘Utility’ and ‘savings’ are such words, where emphasizing this helps gain the attention of even the most hasty and disinterested customer. Education and clarity Customer responses are not always polite. Indeed, sometimes they risk being offensive and even vulgar. In this case, of course, the operator should not stoop to this level. Doing so would naturally lose the customer, if ever there was any chance of retaining the person. Secondly, mud is thrown on the whole company, which is identified with that operator. Responding politely is therefore the first rule, whatever the attitude of the potential customer. Education is accompanied by another fundamental quality: clarity. On the phone, there can be a thousand distractions for the person called, so the operator must speak clearly and articulate the words perfectly, so that there are no possible misunderstandings. Another little trick is to repeat the advantageous price, the benefits offered and the terms of the promotion or proposal several times. In this way, the interlocutor will have a clear idea of what is being offered. Multilingual staff, flexible staff and training After analyzing the primary tips for outbound call centers, here are the benefits you can receive by relying on us at We Are Fiber. Do you have a company and want to expand abroad? We provide you with a multilingual staff that will give your company international flair. We also ensure flexible sales-oriented staff who can adapt to your needs to help you reach your goals more easily. Our focused training department will help transfer your corporate culture to the operators, giving continuity to the entire service. Are you interested in our services? Test them with the “Try and Buy” formula, where you can evaluate the work of our team for two months before making a decision with complete peace of mind. Contact us now!", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Valuable tips for efficient management of outbound call centers", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/Consigli-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2021/06/23/valuable-tips-for-efficient-management-of-outbound-call-centers", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "The goal of every company is to sell as much as possible and maximize profits. Of course, not all negotiations result in a sale, nor do all visitors to an e-commerce site convert into customers. However, there are mental attitudes that, while not directly intervening in the negotiation or in the choices of the potential customer, increase the number of sales and, consequently, the company profit. This attitude can be summed up in two words: positive thinking. It is a mix of motivation, optimism and positive attitude that helps to better master sales techniques, planning, communicating and relating to partners and customers. The power of positive thinking must, naturally, be supported by ad hoc tools capable of adapting perfectly to the needs of your company. With this in mind, We Are Fiber is the ideal partner to support sales with valuable contacts, and make your customer service more efficient. In this regard, we can strengthen the mental energy and positive thinking that must be channeled into your company, to implement the services you require successfully. To find out more information, contact us at We Are Fiber. What is neuromarketing? The strength of positive thinking is closely linked to the concept of neuromarketing, resulting from the fusion of two words: neuro and marketing. The first term is an abbreviation of neurology, that is the branch of medicine that studies the anatomy and physiology of the central nervous system, the peripheral somatic system and the peripheral autonomic nervous system. The second term refers to the process of buying and selling products and services. Neuromarketing therefore means neuroscience applied to marketing and sales, which hence focuses on the knowledge of the cognitive processes that push a consumer to become a customer. For companies, as sellers, it is critical to understand what influences the behavior of buyers, so as to intervene in a precise manner. Marketing is wrapped up in the concept of communication, so it is necessary to communicate in the right way with potential customers to break down their defensive barriers and win their trust. It is not an easy step, but it is essential to understand the customer's buying behavior in order to achieve this. In this context, all the tools offered by positive thinking must be exploited, which helps in terms of empathizing with the buyer. Positive thinking through the customer experience Many companies do not pay the right attention to the customer experience, which is an absolutely fatal mistake. The key to positive thinking lies with the customer experience, that is, the set of thoughts, emotions, opinions and instincts that accompany the customer before, during and after the purchase process. The sensations and emotions experienced by the potential buyer vary depending on whether he is in a factory, a shop, a shopping center or in front of the PC while browsing an e-commerce site, but they all have a decisive impact on his final choice. For this reason, it is advisable to rely on an extremely efficient and dependable customer care service. This is where We Are Fiber can assist, being perfectly capable of responding adequately and comprehensively to user requests using a variety of different channels. As previously touched upon, empathy is a fundamental tool that is part of neuromarketing and helps in terms of building customer loyalty. A customer service, when done correctly, is certainly something which customers perceive positively, thus triggering a cycle that leads to loyalty. It is also important to understand that most purchases are made instinctively, and not rationally. Have you ever gone shopping to buy shoes and come back with a shirt and jacket instead? That's why it's critical to appreciate the thinking patterns that affect shopper behavior. Law of attraction and positive thinking When we talk about the techniques of positive thinking, naturally the law of attraction will come up, a theory applicable in any field. In a sense, the law of attraction implies longing for something, so as to make it happen. For instance, perhaps you meet a client described by many of your employees as obnoxious, short-tempered and unbearable. Hence, when you meet, you hold a prejudice against him and, even if he appears likeable and bright, your preconception prevents you from seeing his positive aspects. In contrast, let's assume your co-workers have given you a very positive picture of a customer. Maybe, when you meet this customer, he appears grumpy and stubborn, but your optimistic outlook allows you to spot the positives in this person. The attitude to follow is the second one, since looking at the world through optimistic eyes allows you to channel positive energy towards the goals you have set for yourself. In addition, this attitude will assist you in overcoming and bypassing the obstacles that stand before you with greater ease. In this process, we at We Are Fiber are by your side, ready to provide you with the services and support you need. Would you like to know more? Contact us today Email: info@wearefiber.com Telephone (It): + 39 02 42 10 11 22 Telephone (United Kingdom): + 44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Positive thinking about sales, the techniques to be used and the rules to follow", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/Image-21-B-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/10/14/positive-thinking-about-sales-the-techniques-to-be-used-and-the-rules-to-follow", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Web self-service is a service that companies cannot do without and that improves the customer experience. But what is web self-service? It can be defined as a customer experience that takes place within the company website, providing users with the answers they require. In this case, customers solve their problems in total autonomy, without the external intervention of assistants. In fact, it is estimated that 69% of customers prefer to resolve issues on their own, before contacting customer support. Videos, FAQs and articles are just some of the tools available to users to get by on their own and solve their concerns. Of course, operators also benefit considerably, as they receive fewer requests and only intervene when their presence is really necessary. The quality of the assistance service is thus improved, to the benefit of the productivity of the company and customer satisfaction. At least 5 types of web self-service are available: customer portal; knowledge base; chatbot; forum; integrated customer support. Each of these solutions has specific characteristics and must be chosen according to the structure of the company and your business needs. We at We Are Fiber have developed tailor-made solutions and, with our services, customers have seen not only an increase in sales, but also a significant increase in their conversion rate. In this article, we provide you with useful tips to improve customer relations and management. Self-service on the web: the customer portal After coming to appreciate the definition of web self-service, let's focus on the main solutions offered by the market. The customer portal is a privileged access point for customers, who can then request support. Login can be achieved via an app or software. The portal is private and offers specific solutions for a specific audience. Customers can: make requests for assistance whenever they deem it necessary; consult exclusive content; contribute to the community in relation to certain products. Knowledge base A knowledge base is a type of self-service on the web that simplifies the organization of assistance and provides valuable help both to operators, who can access the same resources as customers, and to the same customers, who can find immediate answers to their questions or locate helpful advice. In this case, it is recommended that one set up the knowledge base according to certain categories or topics, creating a preferential path for users, who can identify the resolution of their problems quickly. Chatbot: modern online self-service Among the self-service web services most current and popular, there are chatbots, or software capable of carrying on an online conversation as if they were human beings in flesh and blood. Chatbots, supported by artificial intelligence and machine learning, are able to learn new concepts automatically and put them into practice when required. This innovative software can also set up meetings and share useful articles when needed. If it can't answer a question, it turns this over to an operator and learns from the answer. The workload on the operators' shoulders is significantly reduced, allowing for the optimization of the time available and the provision of a high quality service. All this translates into significant savings in time and money, better customer service without long wait times, and increased sales and loyalty. We at We Are Fiber take advantage of the performance of Zendesk Chat, which requires simple programming and is particularly intuitive. Forum Even the forum can become an effective customer support service, if used intelligently. Forums are very useful tools to be created on portals or websites, a sort of virtual square where customers can meet and participate in conversations to exchange information, advice or simply chat about more general topics. In this way, the company gives a voice to customers, who feel they are listened to and appreciated, thus developing a sense of loyalty towards the brand. The same company can collect useful information, such as customer buying habits, market trends, and strengths and weaknesses of a product or service. The development team must establish discussion topics, set rules, sponsor the forum, and moderate posts if the discussion gets too hot. Integrated customer support Finally, the integrated customer support service is primarily aimed at the support team itself, who can provide higher quality support. It is a tool capable of encompassing all, or almost all, of the options described so far. Operators can interconnect faster with customers to resolve specific issues quickly. Agents can access details of the problem encountered and customer questions, so as to have a complete view of the situation and act accordingly. If you wish to give new impetus to your web self-service strategy, We Are Fiber is the ideal partner to overcome every challenge. Contact us if you wish to know more.", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "The 5 types of self-service web services most appreciated by users", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/5-types-of-self-service-web-service_-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2021/02/24/the-5-types-of-self-service-web-services-most-appreciated-by-users", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Starting an e-commerce company is not as easy a process as you might think. Its design requires specialized personnel, optimal management of business processes, and an investment budget, which in most cases is not insignificant. One of the first choices to make is between internal or external management. Launching an e-commerce business by way of full outsourcing implies that all the management and development of the project is entirely entrusted to an external supplier. In the case of insourcing, on the other hand, the activities are managed in-house by the company's internal staff, who must be adequately trained. Alternatively, there is a hybrid model, where only part of the business activities are delegated externally, while some activities remain managed internally by the company. In order to establish which business model is best suited to your needs, it is necessary to evaluate the requirements of an e-commerce company in terms of the internal organization, where it is critical to assess both management and operational aspects. E-commerce and full outsourcing The outsourcing e-commerce model allows you to implement an online sales project far more quickly. By delegating to the outside, time is saved, as a result of the reliance on specialized personnel with high skills and experience in the relevant sector. This, therefore, brings a considerable advantage in terms of time and costs. Why does outsourcing save money? The savings with outsourcing are chiefly due to the fact that fixed costs, related to personnel and equipment, become variable. Furthermore, outsourcing suppliers are specialized in their specific sectors, having the necessary tools and technical skills to complete tasks effectively, so achieving the best results in the shortest possible time. We Are Fiber consists of highly specialized staff, which, in turn, permits companies to scale the market in a short period of time. One of the activities that guarantees greater success, as a result of outsourcing, is the realm of customer service. Customer service and support, of course, is a crucial element for running an e-commerce business. At We Are Fiber, customer service is managed through various channels, such as live chat, the contact center, and social media. By entrusting your company's customer care externally, you can ensure that every contact is unforgettable for your users. Given these advantages, it is easy to understand why outsourcing is an increasingly popular choice for companies. The benefits of outsourced e-commerce, however, don't end here! The service level sees vast improvement, thanks to the use of specialized personnel from third-parties. Consequently, the company becomes more competitive in the market. In addition, businesses that outsource can draw on a comprehensive knowledge base, so allowing for faster innovation in the technological field, making such organizations more efficient. E-commerce and insourcing The e-commerce insourcing model requires a company to have control of the entire supply chain, while also maintaining contact with the end customer. Certainly, one of the advantages of this system is the control over all processes. But, at the same time, higher costs result, because ad hoc personnel and adequate equipment are required. Of importance is the fact that internal staff will have to devote time and energy to managing activities that do not constitute the core business, with the risk of becoming less efficient. In conclusion What is the right choice? There cannot be a single answer to this question, but several variables that change from company to company should be considered. For this reason, a preliminary analysis becomes indispensable, where the intention is to evaluate the critical issues and development prospects. During this time, it is essential to make use of specialized professionals who assist the company in making the most appropriate choice for future business success. With We Are Fiber, choosing outsourced e-commerce does not necessarily mean delegating all activities to the outside world. There are various intermediate solutions that involve outsourcing only a part of an activity that can distract from the company's core business. This model is one of the most popular and the best choice for growing businesses. Thanks to collaboration with We Are Fiber, many online sales companies have managed to scale the market in terms of presence and internationalization. To find out more, just contact We Are Fiber, so that we can find the right solution for your needs. Email: info@wearefiber.com Telephone (It): + 39 02 42 10 11 22 Telephone (UK): + 44 20 38 70 44 08 Get in touch: we are able to assist with all your questions.", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Outsourcing or Insourcing: Which e-commerce strategy is best?", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/out-in-sourcing-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/11/03/outsourcing-or-insourcing-which-e-commerce-strategy-is-best", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Knowing the value perceived by consumers is certainly an added benefit to develop better performing strategies. Customer opinions are the primary tool for assessing so-called customer satisfaction, or the level of customer satisfaction with respect to the products and services offered. This indicator is fundamental for each company that wants to be successful in the market, as it allows them to identify the needs of customers and to model the offer fittingly, but at the same time, it is also essential for highlighting problems related to the purchase experience. How to get feedback from customers If you are looking for the right way to bring your business to success, it becomes a priority to listen to the Voice of Customer, and measure the value they perceive Voice of Customer: how to listen to customers By Voice of Customer (VoC), we mean the process of capturing what customers say about your products and services. Through a careful analysis, you can ascertain whether there is a distance between customer expectations and what you propose to them in reality. Voice of Customer activities can help you anticipate a crisis, evaluate new ideas and strategies, and improve your products and services. But, how do I capture the voice of the customers? Below, we reveal the secrets to understanding what customers think about your business. Tools for obtaining customer feedback The most traditional method of obtaining information is the interview. Through this mode, it is possible to ask the user directly for his or her point of view. Interviews can be done in person, by phone, or in numerous other ways. Another method to request feedback from customers is the survey. These requests can be made using simple tools, such as Google Docs, where results can be collected in a structured way. One tool that collects customer reactions in real time is live chat. By responding immediately to the user's requests, it is possible to prevent their dissatisfaction and immediately find a solution. The website represents a strategic place where you can capture data from user behavior. The analysis of user behavior, through tools such as Analytics, can provide much valuable and important information. In the case of an e-commerce site, this type of analysis can help to understand which are the most sought-after product categories and the reasons why customers fail to complete the purchase. Customer service is the best starting point for gathering feedback A customer calling for service is already providing a rating on your product or service. It is extremely important to keep alive the dialogue initiated by consumers, responding to their messages, and inviting them to provide comments Service personnel should be instructed on how to gather the views of those with whom they are in contact, and how to encourage callers to provide their opinions on the products purchased or the problems encountered during the purchase. If you feel that you are unable to optimize your business strategies and collect feedback from customers in the right way, you can always turn to a team of experts. We Are Fiber can help your business grow, in different areas and with different methodologies, where we can offer a customized solution just for you. Do you want to know more and create an ad hoc strategy for your business? Contact We Are Fiber, where our professional and qualified staff will give you all the information you need. Email: info@wearefiber.com Telephone (It): + 39 02 42 10 11 22 Telephone (UK): + 44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "What do customers think about your products? Find out how to capture their feedback", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/customer-voice-2-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/11/10/what-do-customers-think-about-your-products-find-out-how-to-capture-their-feedback", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "The cost of social customer care is an element that every company should keep in mind. Yet, the quality of this service for the customers is of vital importance and well worth the investment. We Are Fiber gives you the opportunity to enjoy excellent social customer care at a competitive price, ensuring savings and quality. Understanding how to implement social customer care is the first step to creating a tailor-made customer service, with the primary goal being retaining customers. According to a recent report conducted by us, partner companies that have relied on our social customer care service have seen their interactions on social channels grow by 35%, with a conversion rate climbing up to 23%. Low Quality Social Customer Care: How Much Does It Cost You? Before asking yourself how much social customer care costs, you should know the damage that a poor quality service in this regard can do. A dissatisfied customer will likely turn away from you and, above all, may speak ill of your company with serious repercussions for your web reputation. On social media, word of mouth can easily become viral, to the point of causing incalculable damage to your business. Initiating customer care is an essential activity, especially for small and medium-sized businesses that need to make the most of all the opportunities that online offers. Ineffective assistance is one of the epic fails that absolutely has to be avoided. A fact worth remembering is that ineffective customer service causes $83 billion in damage to American businesses. In addition, 63.9% of customers believe that customer service is far more important than the cost of a product or service itself. It is therefore not surprising that 55% of customers are willing to pay more, as long as they are sure that they are receiving professional and satisfactory care. 89% of customers who have had a bad customer service experience don't think twice about abandoning a particular brand in favor of a competitor. Product quality and competitive costs are not enough: you have to cater for the needs of each individual customer, from the first approach to after-sales support. This is why the cost of social customer care ought to be secondary. Saving money is every company's mantra, but it's best not to pull too hard when it comes to customer service. The three customer care models The cost of social customer service can vary according to the type of service implemented. Three models can be identified: customer care in-house; customer care using outsourcing; customer care automation. In-house customer care In-house social customer care involves the use of internal resources to guarantee a 24/7 operational service. In this case, you should hire at least 4 operators to cover all time slots, both day and night. Costs start to rise and operators themselves, especially during peak demand periods and peak times, may well go haywire without being able to handle the situation. It is difficult to quantify the costs of in-house customer care, but they are certainly much higher than any other solution. You should also consider the improper use of your internal resources, which are channeled into roles not aligned with the core business of the company, without the possibility of enhancing their skills. Customer care using outsourcing More and more companies are turning to outsourcing social customer care services, entrusting them to a specialized company, such as We Are Fiber. The company can thus concentrate solely on its core business, delegating tasks such as customer assistance to a qualified and specialized partner. Customer care automation Another type of customer support is social customer care automation. Chatbots are used, which thanks to machine learning, learn over time, so as to hold a conversation as if they were people in the flesh and blood. In this case, the costs tend to rise, but you have to consider the return in terms of recovered time and money saved. We at We Are Fiber have developed so-called conversational chatbots which, supported by innovative and efficient artificial intelligence, are able to sustain fluent and polite conversations, converting the user into a lead. The advantages of social customer care The costs of social customer care can vary depending on the equipment and services requested. As already highlighted in the course of this article, initiating a social customer care service through a partner should not be seen as an expense, but rather as an investment. Just think of the immediately tangible advantages: speed in responses; saving time; saving money; better reallocation of internal resources; better employee performance for the benefit of greater productivity. The savings and success of your company are directly proportional to the investment made. Do you want to know more and receive some quotes? Contact us and together we will find the winning solution! Contact us now", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Social customer care: cost and functionality", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/Cost-of-social-customer-care-1-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2021/05/17/cost-social-customer-care", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "When we speak of telemarketing campaigns, we immediately think of the classic phone call that comes from a company selling a particular good or service. In reality, telemarketing is much more and, if used in the right manner and in an appropriate context, it can provide great satisfaction. You're probably thinking, But does the commercial phone call still work? If we take the cold call as a reference, the answer is certainly no. The cold call is nothing more than a call to a person who has never shown interest either in the company or in the product. The situation changes completely if we refer to a so-called warm call, that is a ‘hot call’ addressed to a user who has shown interest or has even already purchased a good or a service. Telemarketing is one of our outbound call center services and we are often required not only to sell, but also to conduct market research, collect lead generation and contacts, conduct online surveys, etc. We are able to replicate the required activities with our focused training department, transferring your corporate culture to consumers. The partners who turned to us increased their customer satisfaction rate by 24%, indicating important numbers that testify to the credibility and effectiveness of our work. Types of telemarketing campaigns Telemarketing activities within the call center can take two forms: outbound telemarketing: the operator uses a list of phone numbers provided by the company to contact customers for promotions, sponsorship, data collection, surveys, etc.; inbound telemarketing: customers contact call centers to gather relevant information that can provide a clear and comprehensive answer to their questions. What is the script? As part of the telemarketing activity, operators have a series of fundamental tools at their disposal. One of these is the script, that is the text of the phone call with appropriate guidelines that the operator must follow. The script usually involves the following steps: brief presentation of the company or commercial initiative; a quick interview that may include open or closed questions; phase of motivation, during which the operator, according to the answers collected, must draw up a sort of identikit of the customer to understand any real interest in the marketing campaign; final phase that should end with the achievement of the set objective, such as the sale of a product or simply the release of the customer's email address to receive commercial information, discounts, promotions, etc.; theoretically, there would be an additional final phase called accountability, in which the operator has the task of positively reinforcing the agreement just reached. Scripts in telemarketing campaigns: what is the “Trust” model? A high quality phone script can really make a difference, so it's worth pausing for a moment. When operators call customers, they must first sell themselves, even before a product or service. What does this mean? An operator must win customer trust by being empathetic and attentive to problems. You can have the best product in the world, but if customers don’t trust you, you'll never be able to sell it to them. To reach the predetermined goal, it is possible to use the so-called Trust model, which includes 7 steps: focus the script of the phone call without using useless and distracting words; start off on the right foot; immediately state the reason for the call and introduce yourself; use objections as an opportunity to make an appointment; convince the potential customer of the strength of the offer by highlighting all the advantages; induce the customer always to answer ‘yes’ with well-studied questions; archive the call with the next step in mind. What happens if you put together each step just described? Confidence! This is the scheme that we at We Are Fiber have always followed and which has allowed us to retain numerous customers. In a recent article, we dealt with the efficient management of outbound call centers, providing customized solutions for every need. How to best use telemarketing campaigns Initially, we touched on cold and warm calls. It is worth returning to this topic to underline the importance of so-called ‘hot phone calls’. Telephone marketing makes sense if it is inserted in a targeted strategy, such as inbound marketing. In this case, you are contacting a customer who has already been profiled, who has shown interest in your company and whose information you already have. You can thus create contact lists of customers interested in your proposal and who may already possess a degree of loyalty, so they are more likely to enjoy receiving proposals or promotions. Telemarketing and inbound marketing, when used together, become an explosive mix capable of capturing and conquering an ever wider audience. We help you generate new leads, promote your services and products and expand your market. Would you like to know more? Contact us! There is a professional staff ready to answer all your questions.", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Telemarketing campaigns: a current strategy now more than ever", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/Telemarketing-campaigns_-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2021/06/29/telemarketing-campaigns-a-current-strategy-now-more-than-ever", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Purchasing behavior for products and services has changed dramatically due to the influence of new forms of communication and, in the last period, the emergence of Covid-19. Companies that deal with health services and in particular Healthcare are faced with the challenge of reinterpreting this change to maintain effective communication with their users, who have become more technological, demanding, and oriented to seek facilities with higher ratings. Even in the Healthcare sector, the customer is geared towards multi-channelled communication using different platforms In this new scenario, the Healthcare industry must adapt to the new standards to communicate effectively with patients, doctors and institutions. It is important to use all available channels and, above all, to use them correctly and effectively. Therefore, a fundamental aspect is to have access to a Customer Support Service that attends to all requests and questions rapidly, thus creating more profitable and personalized relationships. By relying on a Single Booking Center (Cup), clinics and hospitals can outsource the management of bookings for medical visits and consultations. We Are Fiber has highly specialized staff able to interface with any management software. We offer scalable solutions for any traffic volume, calibrated according to the customer’s real needs. Discover all the benefits of outsourcing customer service The healthcare facility in line with the patient's requests An increasingly personalized and proactive approach allows you to take the patient by the hand, from the first contact and throughout the care process. The patient research journey often begins with an online survey of information on the symptoms he is experiencing. After initial research, they may seek medical facilities that offer health services to address the problem they are experiencing. In this phase of the research, the patient will try to get in touch with someone from the health facility or make an appointment. Thanks to the outsourced customer service management, you can offer a better patient experience with minimum waiting times and effective assistance. Staying in contact with patients Even after booking and resolving the patient's problem, it is vital to stay in touch, for example, it is possible to use outbound Digital Healthcare Marketing tools to send reminders, updates and any other useful content that can help the patient continue their treatment successfully. We Are Fiber boasts in-depth experience in Customer Care. Through communication procedures and a specific call quality monitoring structure, we can proactively intervene during challenges and improve the sequential customer experience. Likewise, We Are Fiber supports its partners in maximizing Customer Relationship Management, providing valuable activities to achieve business objectives The WAF model allows you to provide better quality performance, even in high traffic management. Our solutions are aimed at optimizing and speeding up assistance management with multi-channel strategies adapted to customer needs. Do you want to test the service for your company? Let's talk Our experts can help you define your business goals and the best outsourcing strategies. info@wearefiber.com Telephone (it) + 39 02 42 10 11 22 Telephone (United Kingdom) + 44 20 38 70 44 0", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Outsourcing in healthcare: which activities to outsource?", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/healthcare-2-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/08/31/outsourcing-in-healthcare-which-activities-to-outsource", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "80% of companies believe they provide their customers with professional customer experience. In reality, this thought clashes with the statistics, according to which only 8% of customers believe they receive quality services. Most of the time, the truth is in the middle, but this time it is not so. If the customer is always right is now an old and obsolete phrase, customer feedback indeed has a considerable weight in the credibility of a brand. Until a few years ago, the customer experience was significant only for large companies, but today in an increasingly saturated and competitive market, it becomes fundamental also for small and medium-sized enterprises. We at We Are Fiber provide you with a professional service to implement the customer experience and acquire new customers, the heart of your business. Do you want to know how the customer experience works, and what strategies we follow? Click here! What is meant by customer experience? To understand how to improve the customer experience, you must first understand what it is. It refers to the customer’s overall experience in the relationship with a company, and is also known as CX and includes: assistance before, during and after the purchase of goods or services; request for information; advice; ability to solve a problem; return service. The customer experience now embraces all activities and is an essential process following which professional figures were birthed, such as customer experience managers. Why is customer experience necessary? Small and medium-sized enterprises have limited resources, and the market is now increasingly saturated and globalized. How to differentiate yourself from the competition then? Providing the customer with an impeccable and tailor-made service, capable of solving and anticipating the problems and critical issues that may arise in the relationship between the company and the consumer, is vital. 9 out of 10 users said they would pay more in exchange for a better shopping experience. It is not the price, at least not only, that tips the balance in favor of one company rather than another, but also the service received. Besides, loyal customers, who now know the validity and reliability of a company, are willing to overlook a small error before relying on a competitor. Offering an excellent CX means giving a quality seal to society, an identifying mark to distinguish it from the crowd. How does the customer experience change? The customer experience has changed profoundly in these years, especially after the digital revolution. Customers’ expectations have increased considerably, no longer being passive but active consumers who want to participate in the product selection process. It must be considered that a large part of modern customers are among the Millennials, i.e., people born between 1981 and 1996, therefore raised on bread and technology. In particular, e-commerce sites and especially social networks are real sounding boards to test customer satisfaction. They provide a series of fundamental data that allows you to create identikits for your target, thus identifying current trends, challenges, and strengths of products and services thanks to the feedback provided. Modern companies must be present on social networks, learn more about their customers' purchasing habits and preferences, and provide an immediate response. Social networks have made the world extremely fast and interactive, as much as 25% of the Millenials expect a decisive and concise answer within 10 minutes. How to measure the customer experience? A customer experience meter does not exist, but various means and technologies are available to understand if it is going in the right direction. Even small businesses today can equip themselves with digital systems that collect information and data to analyze and adopt the right countermeasures and strategies. Sharing the data collected through cloud technologies on demand allows small and medium-sized enterprises to improve the services offered even at low cost. In such an interconnected world, the amount of data increases exponentially, which must be channeled in the right direction to increase its competitiveness. Managing customer requests and processing data in the right way are not operations that are invented overnight, but expertise and experience acquired over time. We at We Are Fiber offer you both, thanks to the help of professionals trained and specially trained in this sector and equipped with innovative and cutting-edge tools. What do We Are Fiber do? They Integrate the data already present in your company to analyze it intelligently, drawing the information necessary to improve the customers’ experience. Are you ready to give your company a makeover? Then contact We Are Fiber to find out our innovative proposals tailored to your needs.", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "The Customer Experience for a better return on business", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/Customer-experience-1-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/08/06/the-customer-experience-for-a-better-return-on-business", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ```