Businesses need to get used to a world where pricing is no longer the major differentiator between businesses. Customer service and experience are now the most common factors that determine customer loyalty–because it’s what makes customers stay and show their trust with repeat purchases. So, it is imperative to build customer service teams with a structured approach–addressing all the nitty-gritty of running a successful support function that delights customers.

Here are the newest integrations from Zendesk to help your agents provide great customer experiences.

Your company exists to provide products and services that fulfill your customers’ needs and provide things that they value. That may seem simple and intuitive, but how well do you really understand your customers? Are your products and services meeting their needs or are there areas for improvement? How do you compare to competitors in the marketplace? Are there issues that are frustrating customers and tarnishing their perception of you?

The full article by Morten Brøgger was originally published in June, 2020 for Tool Box. The COVID-19 outbreak has forced many businesses to quickly find ways to digitize operations and implement mass remote work. However, as companies continue to grapple with keeping high levels of connectivity and productivity, cyberattacks have increased by an estimated 400%. The scramble to provide solutions for employees working remotely created a boom in collaboration platforms.

When the Coronavirus pandemic hit and the world went into lockdown, as many as one-half to one-third of workers in the United States began working from home full-time. Some people have loved it, but others have felt lonely, unproductive, and stressed while working from home with kids. As we’ve learned more about the virus and states have published reopening plans, many knowledge workers in the U.S. are ready (or being asked) to return to work.

An aha moment is a powerful feeling. It can drive your customers to research your product and relentlessly find a way to buy it. And when they get it, they will be ready to be loyal to your company. In fact, they’ll enthusiastically wait for your next product. So what’s an aha moment in marketing? And more importantly, how do you create one?

Engineering How we provide essential context to responders and stakeholders, fix problems quickly, and make sure they don’t happen again

Read this article in French, German, Portuguese, Spanish, or Japanese. Your Asana Inbox is your one-stop-shop for coordinating work, commenting on tasks, and responding to requests. But managing your Inbox can be a little tricky—especially if the tasks have started piling up. First things first: Should you use your Asana Inbox? The answer is a resounding “Yes!” When used effectively, your Inbox can help you coordinate everything you’re working on.

The modern-day workplace has changed so much over the last ten years, and with every year that passes now, it seems as though these changes are becoming more and more drastic. We’re solidly beginning to say goodbye to the usual 9-5 routine for good, and penned office floors are being replaced with coworking spaces and the comfort of cafes and our own homes.

One management consultant for a boutique professional services firm said he sometimes compared competition between his company and larger competitors to a mouse scrambling between the legs of a herd of elephants. Children’s cartoons to the contrary, elephants aren’t really scared of mice. Still, boutique professional services firms can capitalize on some important advantages to compete with larger players.

We released Zulip Server 2.1.7. This is a security release, containing a couple cherry-picked changes since Zulip Server 2.1.6.

As people began working remotely during this global pandemic, organizations everywhere needed to quickly deploy new solutions for supporting the higher ticket volumes coming in from a flood of customer inquiries. Demand spiked for customer service across the spectrum of financial services, retail/manufacturing, healthcare, media/entertainment, and tech sectors, leading to powerful changes as organizations needed to rapidly scale personalized responses at the enterprise level.

Xero, Boldstart Ventures and Segment are bringing multiple organizations together in the same Slack channel to communicate and collaborate Engineering

Xero, Boldstart Ventures and Segment are bringing multiple organisations together in the same Slack channel to communicate and collaborate

As with any customer support channel, there are tried-and-true ways, as well as less effective ways, to offer live chat to your customers.

Over the years, we have seen an explosion of different communication channels. With this rise, the real challenge lies in choosing the right communication that suits your business. It is also important to look out for emerging trends in customer communication and start adapting to them. As businesses scale, it becomes even more challenging to be able to communicate effectively with every customer. To survive in this competitive market, one critical factor is enhanced customer communication.

Today marks five years since the start of the Mattermost open source project! We reflected on this exciting journey and reminisced about our missteps along the way. We’ve had many laughs and wanted to share them with our community.

How well do you really know your customers? It’s the question we asked in Part 1 of this blog series and answered with why it’s important in maintaining and growing your B2B (business-to-business) customer relationships. But what about prospective, or future, customers? Is it worth the time to get to know them as well? Yes, it absolutely is. And for some of the same reasons as we talked about in Part 1.

June 22, 2020 Over the past few months we’ve seen the world change before our eyes. Here at Miro, we’ve seen first-hand how collaboration habits have evolved as companies worldwide have shifted to remote work. The differences are evident in how teams are using our product, every day. We’ve been closely observing these developments and identifying ways to respond to them.

When you close your eyes and imagine the future of work, what comes to mind? How do teams work, collaborate, stay engaged, and find mindful focus? For years, Asana has been on a mission to help the world’s teams thrive. As a leading work management platform for teams of all sizes, we’ve been at the forefront of answering these questions and solving the collaboration challenges of tomorrow. In 2018 we shared our product vision with the world, and made it a reality for customers.

Shadow IT is when employees use unapproved software, apps, and devices to do their jobs. Typically, employees have good intentions and may turn to various ad-hoc services to get their work done because they don’t believe their employer provides them with a good solution. Since the 2020 Coronavirus outbreak, surveys of IT professionals have revealed that the rise in employees working from home has generated a surge in this practice.

While the general use of customer relationship management software (CRM) has become the industry standard, it hasn’t always been this way. Over time, as customers have come to expect a more efficient experience, companies have turned to various ad hoc solutions to manage their customer service offering. Now, it’s not enough to know just a few things about your customers.

Most companies realize that providing robust self-service options to their customers no longer falls into the “nice to have” category—yet creating and maintaining self-service that keeps up with ever-changing customer preferences and business needs can seem daunting. But as Trustpilot has discovered, making content easily accessible, improving agent efficiency, and harnessing actionable analytics can lead to the kind of self-service that drives scalability.

How well do you really know your customers? In a B2C (business-to-consumer) environment, it is very rare to know your customers since the focus on each interaction is generally on resolving one issue or ticket at a time. Often, the very first contact the company ever has with a customer in that environment may be through a call center, where they have a simple request like asking for an update on their order.

Hi all, It's almost four years since we launched Riot, and it's been a crazy journey - going from a relatively bare bones Matrix app through to today's all-singing, all-dancing encrypted-by-default collaboration tool used by folks ranging from Mozilla to the French Government and beyond. However, as some may know, we’ve had a few problems with the name Riot over the years.

Hey lovely Riot folks, Welcome to the Riot Web 1.6.6 update. This is a relatively incremental release, but we do have a few feature updates alongside all the normal bug and performance fixes.

World Productivity Day is June 20th. Usually, we’d be gearing up to share tips and best practices on how to be your most productive self with Asana. But with the various challenges teams have experienced in 2020, our definition and expectations of productivity have changed. This year, instead of focusing on individual productivity, we want to help you center on connecting and collaborating with your team in order to be at your most effective—together.

Uncomplicating the customer experience can be especially challenging for companies with complex ecosystems: think of buyers and sellers within marketplaces like eBay or Reverb, or the web of interconnected business owners, drivers, and customers on the receiving end of food or furniture deliveries.

The COVID -19 pandemic has overstretched customer support teams across all industries. Many organizations faced a massive influx of customer requests for help, and in most cases, they were not resourced to respond appropriately. Now more than ever businesses need a customer engagement platform that enables their customer support teams to do more with less.

Conversational AI technology is going to be transformational as the possibilities seem to be growing with the spurt in the reach of digital devices, soon augmented with AI-enabled conversational interfaces. From fetching data to answering questions, conversational AI can mimic all that a human agent does but in quicker time, giving users immediate access to information or providing immediate responses.

Previously, on the “Chatbot Best Practices for designing a Conversational Experience with Workativ Assistant” blog, we would’ve delved into the things to do before designing a dialog flow for a chatbot and how to set up the actual dialog using Workativ Assistant’s Dialog Designer and test it. In this blog, we’ll be looking into what all we should do before setting up an automated workflow using Workativ Assistant’s intuitive 3-Step Automation Designer.

Ah yes. Zendesk. The name itself has some “Zen” to it. Zendesk lets a company maintain peaceful business operations — whether it’d be during workplace IT support or during customer service, one has to just create a Zendesk ticket and voila! Their issue would be solved in a jiffy. But what if I told you can make this process even more faster using Workativ Assistant? Yes you can. Want to know how?

If you’re a CIO or an IT Admin, or a help desk agent for the matter, you might know how much of a time-consuming task it is for an employee to report an IT issue like getting locked out of their desktop/laptop, or not being able to apply for leave on your HRM system.

Ah, yes. “I’m working from home today.” Just thinking about saying this (before all the COVID drama started) makes one genuinely happy. While everyone’s at the office, you get to enjoy a day or two taking work-from-home — relaxing a bit, sipping a cup of coffee, as you work at your own pace, without anyone looking over your shoulder, listening to some music on your TV or smart speaker. But now, what you used to enjoy occasionally, has become your daily routine.

Workativ Assistant: Hey ! I’m , a chatbot that not only answers your queries but also takes care of your needs in a jiffy.

A quick-start guide to moving your dev work into channels—and speeding it up in the process

The way the world works is evolving and Asana, through its integration with Microsoft Teams, gives teams the tools they need to securely collaborate, communicate, and coordinate their work, from anywhere. That’s why we’re excited to deepen our collaboration with Microsoft, and announce the launch of our new and improved Asana for Microsoft Teams integration.

The best work teams are those that are well-structured, know how to communicate and interact with each other. Motivation, participation, organization, commitment, trust, common objectives and problem solving are the seven fundamental characteristics of teamwork. Do you know the advantages of teamwork, what its characteristics are, what group dynamics are the most useful? We’ll tell you.

Like many groups, my friends and I tend to bond through constant sarcasm and making fun of each other. So when a friend in our circle recently revealed to the group that he had secured a new job overseeing digital transformation in a financial organization, the news was met with some gentle teasing. This got me thinking – while ‘digital transformation’ has been in the collective psyche for some time, definition (and understanding) can vary greatly.

In Part 1 of this series, we discussed some strategies for helping to navigate new B2B (business-to-business) customer relationships during uncertain economic times. But what about existing customers? It can be difficult to pinpoint exactly which businesses will be impacted the most and to what level they will need to alter budgets.

In a survey of 500 business decision-makers in the UK on productivity and remote security, we have found that despite little time to prepare, over half (53%) say they’ve seen either an increase or no change in the productivity of office workers since lockdown measures were enacted across the UK in March. Only 13% of business decision-makers reported a significant decrease in productivity, while 25% reported a slight decrease in productivity.

The last ten years saw businesses adopt collaborative applications, but the “Work from Home” needs generated by the COVID-19 pandemic has created a hyper-acceleration of adoption. Prior to the pandemic, this market was already growing at over 20% annually according to IDC, but COVID-19 enabled the adoption of collaborative applications to accelerate by five years.

When the world changed in 2020 and workers were sent home to do business just as they would have at the office, professional services firms — like accounting firms — became virtual overnight. It’s safe to say that this situation is decidedly more “unique” than most. Offices were empty, lights off, and businesses started to operate exclusively via the power of the internet for collaboration, communication, and business operations.

It's no secret that customers prefer to be autonomous and solve their problems on their own. This has been true for a while now: 67 percent already said they rather self-serve than speak to an agent in 2013. But today, customers don’t just expect businesses to simply offer self-service.

Field service management (FSM) has changed in the last two decades. Gone are the days when dispatchers used legacy systems and spreadsheets to track the field service agent’s activities, and field service agents, on the other hand, used pencil and paper to complete their orders. Though these were ‘established’ processes, organizations found it difficult to keep up with increasing customer demands while staying competitive.

Studies show that 70% of people around the world work remotely at least once per week. To accommodate that, most businesses started using enterprise collaboration software to improve remote communications. There’s no reason government agencies shouldn’t follow the private sector’s model, especially since it would offer taxpayers a more efficient public sector.

Regardless of the industry, anyone working with clients will eventually deal with rude or mean customers. These customers can be very tricky to handle. But if you deal with them properly, it can make the difference between a satisfied customer and a lost customer. So what are the best ways to deal with rude customers? And why are customers rude to begin with?

Asking good questions is one of the hardest skills to master. Anyone who’s ever given an interview, participated in a panel or webinar, or even gone on a date knows that an uninspired question can really kill the conversation. When it comes to brainstorming, good questions are everything. We’ve all been in brainstorming sessions that started out fine but quickly lost steam, or that never took off at all.

Showing appreciation for a team member’s hard work is one of the easiest ways to make them feel seen and valued. That’s why we’re excited to announce the launch of in-product Appreciations. Whether your team is distributed or slowly returning to the office, Appreciations can help you connect, celebrate wins, and bring a little joy to your workday—from anywhere.

We released Zulip Server 2.1.5. This is a security release, containing a dozen cherry-picked changes since Zulip Server 2.1.4.

Frequent logouts are a frustrating experience for users, especially on servers with short session lengths configured. In v5.24 and later, you can enable the configuration setting for extending session length with activity to automatically extend sessions and keep users logged in as long as they are active in their Mattermost apps.

New feature release offers tighter integration with Office 365 and Active Directory and an improved end-user search and session experience. Mattermost Release v5.24 is generally available today. The new feature release offers tighter integration with enterprise tools such as Office 365 and Active Directory and an improved end-user experience for search and session management.

This decade has begun with economic uncertainty. From COVID-19 to political and social movements, businesses of all types have been impacted by the major fluctuations in consumer trust. However, even in these times, there are strategies to build stronger post-sale customer relationships the right way from day one. Let’s look at how businesses can successfully work with new customers to create a strong foundation for moving forward even during uncertain economic times.

How Crema, IQ Accountants and Spark 64 are creating more opportunities for collaboration with clients

Many Mattermost DevOps teams work in “Microsoft Shops”—organizations that use Office 365 apps with the Microsoft 365 business plan—and want to tightly integrate with Microsoft tools to more easily collaborate with the rest of the company. Mattermost E20 was architected from the ground up to be highly flexible. As such, integrating with other platforms including Microsoft is easy. Here’s how.

“Get unlimited chat, video calling, file sharing, storage, and more—for as long as you want, for free.” That’s what Microsoft Teams is saying since they announced their remote collaboration app as a ‘Free’ tool. Microsoft Teams COVID-19 pricing has become quite a buzz. It’s claiming, time and again, that they are offering all the core features free of cost. But is it really true?

OneDesk has many tools that will make your life easier – every day. One way OneDesk does this is by automating ticket-assignments so that your team can get to work on them with only the briefest of delays. Here are some ticket-assignment strategies that you can implement right now in OneDesk.

Workativ released a bunch of new process automations this month. When we say a bunch, we’re talking about 60+ Automations that are brand new. Workativ Assistant now has a plethora of application integrations with pre-built downloadable IT & HR process automation workflows. If you haven’t been in the know, Workativ Assistant Automations Marketplace enables you to pick and use automations straightaway, to construct workflows to automate IT processes and HR processes.

Ever since COVID-19 hit, there’s been a sharp rise in remote working. And that’s resulted in tons of remote work articles and telecommuting tools popping up. But with all this information out there, one question remains: What does fully remote work mean? Don’t worry, we’ll answer that in this article. We’ll cover the various kinds of remote work, its advantages and disadvantages and even where you can find remote work.

The world has experienced some big changes recently. Just about every company is now grappling with how to set up their business for long-term success in the new normal, and it is telling that investments in customer experience will be one of the last areas targeted for cuts.

Every business owner understands the value of superior customer support. Today, improving customer satisfaction often boils down to implementing call center software. This technology can automate call routing and recordings, along with many other features. Choosing a call center solution, though, can be an overwhelming process. First, you need to decide what type of system best matches your specific business model.

In Field Service Management (FSM), the smallest of mistakes can be the difference between great customer experience and losing business. One of the ‘mistakes’ that greatly affects customer satisfaction is the inability to resolve field service requests on the first fix. Given an environment rife with competition and the evolution of customer expectations, showing up isn’t good enough.

At its core, the term data governance refers to a system of decision rights and accountability for all information-related processes that exist within an organization. In other words, it’s a way to not only maintain visibility over the information your business is creating every day. It’s also a way to track the formal management of those assets as accurately as possible.

Customer service agents have an important job. They are often the first (and sometimes only) voice a customer hears when contacting a company. So in many ways, a good customer service experience rides the people on staff. Does that challenge sound invigorating? If so, you might want to consider a career in customer service. But before you can solve any customer issues, you need to get the job.

The terms service desk and help desk are often used interchangeably, and it’s easy to see why. Service and help are synonyms after all, and the goal of both desks is to resolve issues and restore normality as quickly as possible. But each desk has a distinct role. Unlike a help desk, a service desk is an IT function that traditionally supports a business’s technology infrastructure. Instead of helping customers, service desks support employees.

Did you miss Part 1 of this series? Go back and take a look for some great tips on taking a step back with the way your customer support team operates and identifying areas to make your support workflow more efficient. Once areas of clutter are identified, it’s time to begin truly making changes to the way your support team works and interacts with customers. Clear out clutter and make new processes.

We recently deleted over three million accounts across all our apps. This was the answer to a question we asked ourselves last year: what should we do about accounts that weren’t cancelled, but weren’t used either? Should we keep hold of their data forever? That felt wrong – we promise to delete data when you cancel your account. Keeping so much data around felt like we weren’t living up to that promise, and felt like a liability, so we decided to do something about it.

How DocuSign, Clause, Assembled and others use Slack to foster speedy communication and fruitful collaboration with partner organizations

Customers expect a lot from support teams, especially when it comes to speed. In our 2020 Zendesk Customer Experience Trends Report, people rated quick resolution time as the top factor in good customer experience. To meet customers’ demands for fast resolution times, agents and support reps need to adopt ticketing system best practices that drive consistent, excellent service.

Track your time, check on others and jam together with the same soundtrack

In an era where more people are working remotely than at literally any point up until now, it’s safe to say that business leaders all over are suddenly forcing themselves to learn a lot about how to manage these new remote workforces that they find themselves in charge of.

Whether you’re an employee struggling to connect to the company VPN or a customer troubleshooting a product bug, there’s nothing more frustrating than not being able to get help from a business when you need it. In a time-challenged world, both customers and employees expect seamless support experiences that make them feel valued. A help desk is an often-overlooked cornerstone of a great customer service experience, internal or external.

We live in a mobile-first world, and the ecosystem of applications on our phones is a testament to that. In 2019, there were 204 billion app downloads worldwide, nearly double the amount of downloads in 2016. People use apps for everything from groceries and banking to dating and gaming. Despite the fact that apps are everywhere, many companies still struggle with whether or not to create an app for their brand or product.

We’re thrilled to announce that Gartner has recognized Freshworks as a ‘Visionary’ for our cloud-based omnichannel customer service platform – Freshdesk – in their latest Magic Quadrant research on customer service and contact center applications! In fact, we are the only company named a Visionary in the 2020 Gartner Magic Quadrant for CRM Customer Engagement Center.*

New ideas and approaches are the lifeblood of modern businesses. Today’s commercial world is faster moving than ever before. Organizations must be agile and forward-thinking to stay on top. That’s why firms of all shapes and sizes love brainstorming sessions. Engaging brainstorming sessions help companies get the most from their workforce. They provide an arena in which inspiration can strike.

If you are a part of a B2B (business-to-business) customer support operation, you have workflows in place whether you realize it or not. They may have been written down last year or have been passed down from different eras of support leadership like an urban myth, but there is generally a method every company has for responding to customer issues and problems. Ask yourself one question: When is the last time you’ve truly tried clearing out the clutter of your support workflow?

Planning to create a work from home policy for your company? As COVID-19 has forced most businesses to go remote, creating an effective work from home policy is as important as ever. It’s going to give your employees guidelines over what they’re expected to do and how they’re expected to do it. It’ll also give them some much-needed structure to help them navigate their work during this time.

San Francisco, California and Toronto, Canada – June 8th, 2020 – Wire, the most secure collaboration platform, today announced a partnership with Copperhead that will enable Android users to use Wire’s secure communication application - including messenger, voice, video, conference calls, and file sharing - in tangent with Copperhead’s secure mobile operating system.

Zendesk is named a leader in the 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center. Every year, Gartner conducts a thorough analysis of service providers in the customer service and support application space. We believe the Gartner Magic Quadrant for the CRM Customer Engagement Center report provides valuable information for business leaders who seek technology solutions for interacting and engaging with their customers.

Content management and knowledge management are often used interchangeably. But distinguishing between the two is necessary for any business that wants to use both to streamline internal operations and establish consistency in their message.

Contact centers have been around since the 1960’s and have outgrown their initial purpose of marketing and selling, to become the engines of the Customer Experience Industry. We’ve come a long, long way from where we were. Technology has helped contact centers become much more effective. We’ve moved from automatic dialers to IVRs and, thanks to the internet, we now have cloud telephony such as CCaaS & UCaaS platforms to enable better communication between companies and customers.

New shared initiatives make it easier for teams to manage their AWS resources in Slack

New shared initiatives make it easier for teams to manage their AWS resources in Slack

Raise your hand if you love spending hours searching for a comment, task, or document. Anyone? Bueller? Searching for that one comment is like looking for a needle in the haystack, yet it’s universally experienced by millions of knowledge workers around the world. In fact, the average knowledge worker spends 60% of their day on work about work, which includes shuffling between up to 10 tools per day.

Live chat software has been booming before the pandemic, and will continue to do so for the foreseeable future. Allied Market Research projects its value at $997 million by the year 2023, with a compound annual growth rate of 7.5%. The software-as-a-solution (SaaS) has also evolved beyond the simple chat groups where individual team members meet virtually and exchange ideas.

No single thing probably drove the early growth of the internet as much as email did. In that way, it’s considered a driver application for internet tech, like cryptocurrency sparked interest in developing blockchain tech. Email gave us an inexpensive (sometimes free) and instant way to communicate all over the world.

The way we interact with the world around us has changed over the last decade. We use our mobile devices to shop, read the news, and connect with friends and family. So it’s more important than ever for businesses to have a strategy for mobile customer engagement. According to the Zendesk State of Messaging Report 2020, 70% of all customer interactions will involve emerging tools like chatbots, machine learning, and mobile messaging by 2022, up from 15% in 2018.

We introduced this blog series in Part 1 by walking you through what to expect after the onboarding process, starting with your dedicated Customer Success Manager (CSM). In Part 2, we explore all of the self-service options available within the TeamSupport platform. Help Yourself Many, if not most times, it’s more time efficient for you and your agents to solve simple issues yourselves, rather than submitting a ticket, sending an e-mail, or calling support.

Hello everyone! We’ve released a few updates for Riot today, grouped under the logically titled 1.6.3 (guess what the previous update was called...more on that later). Heads up that 1.6.3 is a security update, so please upgrade - many thanks to Quentin Gliech for reporting a vulnerability in single sign-on (SSO) deployments where Riot could be confused into sending authentication details to an attacker-controlled server. We are not aware of this being abused in practice.

Trying to navigate rapid workplace change? You're not alone. Slack’s services partners can help

If you were to ask someone to name the best note-taking apps, Evernote and Microsoft OneNote would be two powerhouses among the best note-taking apps. It’s no surprise why. Microsoft OneNote is the best note-taking app that really popularized the concept, and Microsoft and Evernote are two of the biggest players around. If you’re thinking about signing up for note-taking apps, you might wonder who wins in a battle between OneNote vs Evernote vs Notion on features, pricing and more.

As published in CustomerThink.com, June 2, 2020. In everyday life, people are bombarded with the concept of “change” and “switch.” Whether it’s driving by a billboard advertising a cool new car or seeing a phone company commercial on TV and wondering if you can get more data for less money, there is always someone out there trying to paint a picture of a greener pasture. It happens in our work life, too.

Customer churn is an incredibly vital metric for a growing business. It can show you how well you retain customers and improve customer satisfaction. No company can keep 100% of its clients. However, to keep as many as possible, you need to predict when customers will leave and find out why they’re leaving. Customer churn exists for this reason.

At its core, digital transformation is exactly what it sounds like: “The process of integrating newer and more sophisticated examples of digital technology across all areas of your business, thus fundamentally changing how things operate for the better along the way.” But at the same time, it’s also so much more than that. It’s a unique opportunity to not only streamline engagements but eliminate manual processes in favor of automated alternatives as well.

Frost & Sullivan named Zendesk as a recipient of its 2020 North American Omnichannel Digital Customer Engagement Competitive Strategy Innovation and Leadership award. Every year, Frost & Sullivan presents Best Practices Awards to companies that inspire growth, leadership, and innovation through differentiation that is predicted to transform their industries in the near future.

In tumultuous times, you may be inclined to pull back on customer communications. After all, if you knew a friend were sick or an employee had just lost a loved one, could you be sure of the best way to reach out, or if you should reach out at all? But what are the rules if the whole world is experiencing a crisis? You may be wondering if sending a survey to your customers means bothering them at a sensitive time.

In an increasingly mobile-centric world, more and more consumers are using apps. In 2019 alone, 204 billion mobile apps were downloaded worldwide — a 45% increase from 2016. In response, companies are scrambling to serve their customers on mobile. With so many businesses hopping on this bandwagon, it’s no longer enough just to create an app. Companies also have to create an engaging, user-friendly mobile experience.

From a global customer success team to a robust knowledge base, here at TeamSupport we want to make sure you get the most out of our B2B (business-to-business) customer support solution. In this blog series we’ll walk you through what to expect after the onboarding process as well as all of the resources available to you and your support team. I’m a person who enjoys mysteries and puzzles, but I certainly wouldn’t want your experience with using our platform to be either one!

Last night I dreamt I was back in the office for the first time. Our long communal tables in the kitchen were gone. My desk was surrounded on all sides by plexiglass – including overhead, which, for a guy my height, means stooped shoulders and a future riddled with chiropractic appointments. Nobody talked to each other except over Slack. The smell of disinfectant was inescapable. I couldn’t wait to go back home. Or at least, wake up.

Customers live in an omnichannel world. From phone and email, to social media platforms, live chat, and messaging apps, customers expect to engage with a brand on their own terms, and in the same communication channels they use to connect with their friends and family. And once they engage with a company, customers want fast, personalized service, meaningful marketing, and smart, thoughtful recommendations.

How much data does the world generate in a single day? The answer through a simple Google search is a mind-boggling 2.5 quintillion bytes! This data is valuable to organizations because it helps to answer questions on how customers make buying decisions. So customer data is collected, stored, and analyzed in an organized manner by companies and this process is called customer data management.

It’s odd – we’re always talking about the healthy work-life balance and know that working long hours can lead to stress, anxiety, and depression. Yet, we continue to dedicate more and more time to our jobs. In fact, research shows that 80% of workers answer emails and return phone calls after hours. For one, people believe long hours on the job to be proof of their work ethic.

Thanks to our amazing team and community, we are thrilled to announce the arrival of Rocket.Chat 3.3.0! This post summarizes the main features brought by this new release, with a special focus on new Omnichannel features.