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8. Utilizing Technology for Successful Exporting 130
Equipping Your Business with Technology
At a minimum, your business should have an adequate telephone system and the ability to send
and receive email. You should also have a website for global presence, and may wish to have faxing
capabilities for transmitting international documents to those areas where an infrastructure of
web-based technology is not as prevalent.
Keep in mind that SBA’s loan program Export Express can help you with financing of equipment
needed for building your export business, including the development/updating of an exporting
website.
Key Functionality to Consider:
Conference Calls
Your phone system should support worldwide communications and the ability to conference with
several parties at once. Communications can be more effective when you, your overseas customer
and your overseas agent can be linked by a conference call. This can be through your actual phone
equipment or through a call-in number and password. There are vendors to be found on the web
through which you can set up an international conference call account.
Contact Management
Another handy feature is the ability to store and automatically dial the numbers you call most
frequently. Because overseas calls typically involve dialing at least 14 digits—a special prefix (usually
011) followed by a country code, a city code and then the local number—automatic dialing can save
you time, plus the need to look up each number.
Web and Video Calling
Consider equipping your computer with downloadable software and a web camera in order to place
calls through the Internet. This not only offers a cost-effective call option but enables “face-to-face”
video calls/conferencing.
Mobile Phones
It’s much easier for you, your overseas contacts and your customers to not have to think about
“where” you/they are calling when needing to make contact—which is why you and your staff need
mobile phones. Being reachable 24/7—especially when dealing with international time zones—
has become the norm. Even if you let calls go to voicemail, at least you’ll be carrying your most
urgent notifications with you for as soon as you are able to access voicemail and address issues
and requests. Taking this access a step further, smartphones enable you/your staff to check email,
conduct banking functions, access the web, track shipments, and maintain your contact list, in
addition to being reachable no matter where you are. Many U.S. cell phones/plans do not include
access outside the United States. So, be sure to choose phones with international dialing and data
functionality.
Voicemail
Closing the time-zone gap between your U.S. office and your customer’s foreign location can give you
a competitive advantage. Plus, foreign prospects and customers should have the option of contacting
you outside of normal business hours. Voicemail or a personal answering service may accomplish
this. Consider a voicemail system that is customizable in several languages and guides callers to price
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