Even before the virus forced us all inside and online, messaging was taking over the world. It’s how many of us shared news, collaborated with colleagues, and — most importantly — kept in touch with friends and family. As with all things digital, the pandemic simply accelerated the inevitable. It also showed us that messaging was made for customer service. Customers are reaching out for help more than ever before, and messaging is their channel of choice.

Does it take way too long for your organization to adopt an ECM system? You are not alone. Many organizations face humongous implementation projects with the added complication of data migration before they can actually realize real benefits from their ECM investment. Any software solution only brings value if end users embrace it and adapt it to their daily routines. And the users will be happy to adapt only when the solution is easy to learn and use.

The principles for delivering good customer service are simple. You need to be customer-focused, fast, and a true product expert. But how do you deliver great customer service and create the kind of customer experience people will rave about? Excellent customer service requires you to create seamless, intuitive, personalized, and consistent customer experiences each time.

Your day has just started. You scroll through Instagram and see that someone has baked banana bread. Again. You notice your laundry bag overflowing with pajamas of different colors. You put the thought away and log in to your team meeting. You turn on the video for your Zoom call. Right then, your pet decides to make an entry and sit right on your keypad. Your team hollers while you chase her away. Amidst various distractions, the meeting goes on. Soon, you get busy with your tasks for the day.

Earlier this month, Elastic announced that there would be upcoming changes to its open source licensing. These changes do not affect on-prem deployments of Elasticsearch. Since Mattermost Enterprise Edition uses Elasticsearch in its on-prem deployments, we felt it important to explore the reasoning behind Elastic’s decision, how the new license terms are different, and why there will be no impact on Mattermost users as a result of these changes.

Agencies are all about their clients and customers. Providing good service and support is the foundation of the experience of working with an agency. This puts pressure on the agencies to be on top of their work, no matter how many customers they have and how much work is being requested of them. At times, agency work can be chaotic, and so having some solid software and tooling can make a world of difference in terms of management.

Collaborating on a project means getting your entire team to work together to make sure it gets delivered. Sounds pretty simple, right? Not so fast—because it’s easier said than done. Project collaboration takes work. You need to get your team on the same page, and you must also make sure that everybody working on the project has the capacity, skillset, and tools to work together and deliver the project.

Although many of us are still in lockdown around the world, the first month of the year has passed by quickly in Teamwork as we've been focused on delivering valuable features across our platform.

Future Forum releases Q4 results of remote employee experience index data

In this series, I explain how to use Twitch EventSub and Courier to automatically send notifications to multiple destinations – Slack, Discord, and more – when your Twitch stream goes live. In part one, we built a Node.js app using Express.js to accept events from Twitch EventSub. Now, in part two, we’re going to listen for our event and trigger a notification using Courier.

At Asana, we’re committed to supporting our employees as they grow personally and professionally. We believe the best way to support career growth is to provide a framework, benefits, and culture that allows growth to happen. Then, the path to actually getting there is up to them. Growth isn’t linear—but that doesn’t mean it isn’t important. According to the Anatomy of Work Index 2021, global employees want work that is personally and professionally fulfilling.

After being ranked one of Capterra’s top 20 most popular Live Chat and Remote Work softwares in 2020, we’re incredibly happy to be featured on the ISG Provider Lens™ Digital Workplace of the Future report for 2020! The study highlights an overview of the top players in each defined country and market.

Today, we’re excited to announce the release of Environments in Courier. You can now create, preview, and troubleshoot your notifications in a test environment before going live. With support for two environments – Test and Production – you no longer have to worry about accidentally sending a notification to your users before you’re ready.

It’s truly difficult to put into numbers just how enormous the change represented by COVID-19 has been to us all. Seemingly overnight, the ongoing pandemic (that we’re still firmly in the middle of) changed the way we work, the way we communicate, the way we collaborate and so much more.

Mattermost has always been a remote-first company. Building a product that safely and securely allows our teams to communicate with each other regardless of geography or distance is the cornerstone of our philosophy on working remotely. Over the last year, the world of working online from home changed dramatically. Many people have been forced to move into a working situation they might not have been familiar with.

This blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives. Part 1 explores the transition of support from a reactive transactional model to a more proactive and preventive approach.

We have been running our own design and development agency for over 10 years, successfully collaborating while fully remote since long before the COVID-19 crisis—in fact, most of our international team has never met in person. Several years ago, we shifted from email to using an online chat tool. We were looking for ways to improve team communication and boost morale.

Anyone who has seen the futuristic, leaving-Planet-Earth flick Passengers would agree the movie offers the opportunity for an energetic debate on Artificial Intelligence—just where exactly should one draw the line? In the movie, a robot bartender, Arthur (portrayed by Michael Sheen), gracefully fulfills his duty of fixing drinks aboard the Avalon. But he grievously falls short of the bar at a key human trait–discretion.

The Jan 2021 Release of OneDesk was rolled out on Jan 23 2021. It included the following features and enhancements.

Security Magazine's Maria Henriquez and Alan talkabout the various threats facing enterprises today, as well as how organizations can protect their employees and assets, and how organizations (and vendors) need to make a fundamental change to how they operate by implementing better security, technology, and approaches to build a security-first infrastructure.

When people think about online communication and the opportunities for connection it provides, they quite often don’t realize the importance of virtual spaces for people with chronic health conditions, like HIV-positive African adults and adolescents living with HIV. Quite frequently, these people face social isolation, loneliness, stigma and depression. Even worse, for adolescents, aged 10 to 19 years old, HIV is the leading cause of death in Africa.

WhatsApp users were caught by surprise when they learned that some of their data would be shared with Facebook. Millions of users recently received a notification about the platform’s latest Privacy Policy Update. But the news triggered a question: how secure is WhatsApp and is it actually safe for companies? The reactions were diverse.

The day in the life of a customer support agent is not an easy one. Between staying on top of assigned tickets, dealing with angry customers, completing complicated back-end processes, answering repetitive customer inquiries, and adhering to strict company policies, there’s plenty of potential headaches that can spring up. Without adequate support and resources, 74% of customer support agents are susceptible to burnout1.

Have you ever thought about the security and privacy of the messaging services you use (email, Whatsapp, Facebook, etc.)? EU-Startups' Bernardo Arnaud spoke with Morten Brøgger, CEO of Wire, about the rising demand for secure collaboration, especially in the enterprise client segment. The following is an edited exerpt of their conversation.

Do you have customers that contact you during out of hours and although your team immediately responds once they clock in, your first response times and resolution times are simply inaccurate and your customers are dissatisfied? Or, do you offer multiple levels of support but you can't effectively track or bill for the additional service? Well, now you can.

When we introduced Miro Live Embed, we wanted to empower any partner to bring Miro’s collaborative whiteboard to their product with minimal development effort and no cost. Our goal is to make it as easy as possible for anyone to have access to a powerful visual collaboration experience, whenever and wherever they need it. Today we’re excited to share some of our newest partnerships and the flexible ways these partners are offering an embedded Miro experience within their products.

Over the last few years, Twitch has become the streaming platform for gaming, esports, live coding, DJ-ing, and more. If you’re a streamer, whether for work or for fun, you know that one of the biggest challenges is building your audience and attracting viewers to your Twitch channel when you go live. Unfortunately, the options for sending notifications in Twitch are pretty limited. When you go live, Twitch will automatically send your followers an email, push, or in-app notification.

The goal of management is always to ensure productivity and the fulfillment of preset objectives. But having so many employees working remotely because of current global circumstances or corporate policies makes performance management challenging. Here we have keys to managing individual performance remotely. None of these keys involve cracking a whip for getting the level of performance you want.

At Miro, we believe in the power of community. It’s crucial to have a group of like-minded people to connect and discuss what matters, especially during this challenging time. Last year, people around the world began to gather in the Miro Online Community to share ideas, learn best practices, meet other Miro users, and get support. We’ve now reached an incredible milestone of 10k registered community members!

If you had to make a list of all the things that are critical for small business compliance, the successful management of source documents would be right at the top. This is especially true for accounting firms, in particular, who are dealing with massive volumes of documents — like bills, invoices, receipts, and anything else related to countless transactions on a daily basis.

In Part 1 of this three-part series we introduced the new report by ServiceXRG and TeamSupport. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives. Part 1 explored the transition of support from a reactive transactional model to a more proactive and preventive approach.

Channel your excitement! Element Matrix Services (EMS), our Matrix hosting platform, is formally launching Slack Bridging! Having soft-launched Slack Bridging last year, EMS already provides bridges to Slack for a wide range of customers and thousands of simultaneous users.

Based in San Francisco, Morten is the CEO of Wire, an enterprise-grade, end-to-end encrypted collaboration platform. He has over 20 years’ experience in the technology industry, as well as extensive go-to-market and SaaS experience spanning both the U.S. and European markets. Previously, Morten was the CEO at Huddle, a content collaboration platform serving large professional services firms as well as the UK and U.S. governments.

Today we’re introducing Miro’s Flexible Licensing Program: a new offering created to help organizations of all sizes scale visual collaboration at their own pace — unlimited licenses every quarter with no upfront commitments or retroactive fees. The past year has taught us that people and organizations are more resilient when they come together. In many ways, we’ve had to redefine what it means to be “together,” and by extension, to be connected.

I recently joined Courier as a Software Engineer and part of the onboarding process was to set up and configure my development environment on the new M1 MacBook Pro. This task was more complicated than usual because, with the new MacBooks, Apple has replaced their long-running Intel processors with their own M1 chip. To help you take full advantage of the power of the new MacBooks, here are some tips and tricks I picked up when setting up my own machine.

New year, new you—but same organizational habits? No thank you. If you’ve resolved to be more organized in the new year, you’re not alone—according to the Anatomy of Work Index 2021, being more organized and finishing work on time is one of the top three work resolutions for 2021. But despite the fact that millions of people around the world set New Year’s resolutions, previous surveys have shown that less than 8% of people accomplish them.

This is part two of a three-part content series between Freshworks and Textline. You can read part one: “9 reasons your customers want to be able to text support” here. It shouldn’t come as a surprise that a photo can greatly enhance any text message you’re trying to send. That includes messages you send in a customer support role to help customers solve a problem or those texts your customers send you.

2020 taught us that predicting the future can be a risky business. But that’s not stopping people from looking into the crystal ball. In fact, the search term “2021 retail trends” on Google yields a measly 416 million results. Given this, you might wonder why we’re doing this. For starters, we’ll limit the scope of this blog to customer experience in retail and e-commerce.

Jewelry is meant for special occasions, and often customers want to see and feel the product before making that special purchase. Major players in the jewelry market like Tiffany’s and Cartier started out with purely physical retail stores, before eventually incorporating online identities. That’s why Blue Nile, one of the first companies in the jewelry space to establish an online-first business, has had to work harder than most in making their business a success.

Local councils in the UK public sector are under increasing pressure to deliver seamless, easy-to-use services, which are accessible to a diverse demographic, as cost effectively as possible. Councils in England will face an overall funding gap of £6.5 billion by 2025, even before COVID-19 is factored in. Coupled with this deficit, local councils are expected to deliver public services that emulate the end-user experience constituents receive from private businesses.

Find out how this £1 billion business uses Slack to keep its people engaged and productive, whether they’re working from home or the office

Mattermost v5.31 is generally available today. This is an Extended Support Release and includes bug fixes for increased stability (see changelog for details) as well as the following new features: Enterprise Edition All Editions

Any company that provides a service has a number of routine workflows and procedures that they utilize to support their customers. An internet service provider (ISP) is no exception—everything from setup to maintenance to billing can be encapsulated as a workflow that is refined over time in order to provide the best experience for the customer. While these workflows are being improved and iterated on, it can be challenging to apply the workflows to multiple customers without a proper setup.

Here at Teamwork, we’re always on the lookout for innovative ways to improve your experience on our platform - whether it is through our wide range of strategic partnerships or by building our very own arsenal of tools. We recognized that our existing Document Editor wasn’t up to scratch when editing and organizing a large number of files, so we decided to get our hands dirty and rebuild it from the ground up.

With the shift to remote work, many teams are feeling the pain of having to search through documents and apps to find the information they need to get work done. While we could once tap colleagues on the shoulder for a quick question or help finding an important project document, we’re now spending more time digging through documents, spreadsheets, and wikis. Switching between apps is not only time-consuming—it’s also hampering team agility.

Every knowledge worker—all 1.25 billion of them worldwide—has been impacted by the COVID-19 pandemic. And, for many, the abrupt shift to remote work triggered an increase in the adoption of collaboration tools and an acceleration of digital transformations. In 2019, we released our first Anatomy of Work Index to analyze how people spend time at work and the factors shaping those habits.

One of the most important things that business leaders need to realize is that outdated technology – especially a document management solution – isn’t just frustrating. It can literally be costing an organization money in more ways than one. In this article, we’ll discuss four benefits of a document management system.

Working in the sales department of any company is not an easy task. In addition to dealing with multiple stakeholders, you also have to split your time between meetings with clients, proposals, follow-up calls and strategies to increase sales.

On January 6, Riley Napier joined me for our first Courier Live of the new year. Having recently set up webhooks using Twitch EventSub, I wanted to walk through how you could trigger notifications about your Twitch livestreams using Courier. We did this using a Glitch application and explained how to set it up and start accepting requests from Twitch.

Facing the impact of the pandemic as we get into 2021, keeping employees engaged is a top priority and challenge for business leaders and enterprises across the globe. Simply put, organizations that do not provide easy accessible tools for enabling online collaboration and steady communication among teams may see its employees disengage and lose motivation.

ServiceXRG and TeamSupport have joined forces to create a comprehensive study of the Support industry that is now available for download. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives.

We’re delighted to announce that Element Matrix Services (EMS), our flagship Matrix hosting platform, has launched a fully managed bridge for text-channels in Discord. Discord Bridging brings interoperability between Matrix-based apps and the Discord chat platform. The fully-hosted bridge is now available within EMS via the Integrations tab of the EMS host management dashboard. A single bridge deployment currently supports up to 20 rooms by default, each with unlimited use.

In this article, you’ll take a look at the best help desk software. We’ll put them against each other, comparing things like: By the end of the article, you’ll know exactly which help desk software is the right one for you and your company. Let’s get started.

Be honest. Have you ever nodded along during a meeting or workshop when you really had no idea what was going on? Facilitators often face the challenge of ensuring all attendees are having fun and actively participating (and staying awake!). Thankfully, there are solutions: icebreakers, energizers, and even how you organize your board can keep people focused and involved. But what if the virtual room is full of first-time Miro users?

Notifications are an essential part of every application. They’re how products communicate with users when key events take place, whether it’s confirming their account or alerting them to new activity. But, for developers and companies, delivering notifications that meet their users’ rising expectations can be a challenge. Today, users expect you to notify them on the channels where they already are, at exactly the right moment and with respect for their individual preferences.

According to Nitro, workers spend an average of 50% of their time creating and preparing documents. Yet, document issues account for more than 21% of daily productivity loss. Businesses depend on information — documents, files, data, content… everything. It is the lifeblood of just about every organization. The past few years have seen a reckoning for companies in how they capture, store, structure, and disseminate information within the organization.

BizWho? Why do I even care about it? BizOps, or as the newbies call it Business Operations, is the foundation for scalability. If your goal is to take your company from a Palo Alto garage to unicorn status, good luck getting there in one piece without BizOps.

Two unconnected events in the first week of 2021 have sped the adoption of decentralised real time communication. WhatsApp is being sucked dry by its data mining owner The first was an update to WhatsApp’s privacy policy. Rarely has a privacy policy managed to generate quite so much media coverage. Perhaps the first working day of the year wasn’t such a good time to bury bad news after all.

The World Wide Web is for everyone, right? Sadly, when it comes to digital experiences, it’s more of a bob and weave if you are not a ‘typical’ user. Which is why inclusivity in design is much more than a buzzword now. As we edge toward a digitally native population with a vibrant and varied demography of people who are connected by a digital environment, it’s time to question some of the design assumptions we have.

The COVID-19 pandemic has accelerated the use of remote selling techniques as organizations adapt to the work-from-home environment, such as the “new school” digital buying practices and “digital-first” sales trends. The transition from face-to-face to virtual selling is ongoing but has already increased the adoption of remote sales models. Many sales reps are also working from home which is a new challenge.

Last year, we launched the Collaboration Cohort on our social channels to spotlight tried-and-tested tips from global community members like you. We’ve been so inspired by the best practices you’ve shared to support each other and your teams through collaboration, clarity, and mindfulness. As we start the new year, we wanted to share our top 10 #collaborationcohort tips from the past year so you can approach the opportunities ahead with renewed motivation and positive energy.

Thanks to the onset of the global COVID-19 pandemic, more and more businesses find themselves in urgent need of a digital transformation to stay afloat. This includes both organizations who were previously interested in the idea but who didn’t think it would happen quite so quickly, along with those who never really gave it much thought at all.

Do you think email is still the fastest way of getting stuff done? As you might have guessed from the title, we beg to differ. Yes, Microsoft Outlook is one of the most popular desktop email clients. However, Outlook hasn’t been designed to get things done in a more productive manner. If you’ve used this tool to communicate with your clients or coworkers, you might have wondered if there’s a faster way of doing things.

The following are some useful best practices that you can use to improve the performance of OneDesk and keep your work organized.

From Melbourne to Amsterdam to Denver, the AWS platform company scales teams and manages customer needs and product updates with Slack

As UX researchers, we take our cues from the product development organization on where we should spend our time. We need access to the big picture. Without that, we risk being brought in too late on projects, unable to influence product and business decisions. To fill this need, our team at Kira conducted a workshop with product managers and designers to collaboratively create a research roadmap — and we’re sharing our process in this post.

In this blog (Part III), we will discuss the motivation and high-level architecture of the DBaaS Backup and Recovery procedure for databases hosted on DBaaS. This blog discusses the motivations behind the Backup/Recovery process and it’s high-level design and architecture of the various components that constitute it.] These are the high-level motivations/goals for the Backup and Recovery design for DBaaS. There are two major design components.

Staying on the same page with a remote team is no easy task, which is why the team document is a remote work lifeline. Documentation can both act as an artifact — a final presentation to share with others — and serve as a living workspace — where we draft our thoughts and collaborate with our team online.

Zendesk is a customer service software company with support and sales products designed to improve customer relationships. Their platform gives customer service agents the tools they need to rapidly and efficiently serve on the front-line of their brand’s customer experience.

2020 was a year of unprecedented challenge for the whole world — when what we thought of as normal did not exist anymore. Everyone had to adjust to new ways of working and a business community that was suddenly closing its doors after a long period of increasing global movement. In M-Files, we face the same challenge of suddenly moving to home offices across the globe. For us, it was quite straightforward though, as M-Files is designed to enable remote work from anywhere.

The first few weeks of COVID-19 lockdowns were chaotic for organizations in every industry. As financial institutions adapted and responded to the COVID-19 outbreak, many security leaders turned to FS-ISAC’s Connect app, the real-time chat feature powered by Mattermost, to connect with other teams and collaborate on response plans.

How many projects do you have on your plate right now? We live in a world where, at any given moment, we could be working on five things at once: team projects, matrixed projects, individual projects, and more. When you’re trying to keep all of the balls in the air, what’s a straightforward simple thing that can minimize stress and have a positive impact? Centralized communication.

“Every opportunity that a company has to celebrate something, no matter how small or large that something is, they really should take advantage of it to lift the morale of the employees.”1 That’s what Matthew Jarzynski, vice president, human resources, Synergy, advises businesses as 2020 works its way into the history books.