In celebration of Miro turning 10 this week we wanted to highlight 10 out of the box ways you’ve used Miro. We love hearing the ways Miro has helped you create and collaborate with your team but more and more we’re seeing Miro used for fun personal projects. From writing a novel to playing Dungeons and Dragons, the Miro community continues to surprise us and we can’t wait to see the unique use cases you discover next.

Whether solving major infrastructure issues or resolving a bug, developers rely on visualization of complex architectures to get the job done. It’s critical to getting a shared understanding so that all the moving pieces work as one cohesive unit. Code editing environments like Visual Studio help Microsoft’s network of millions of developers navigate code, debug, test, and complete code.

Nowadays, everyone is wondering about what the future workplace will look like. The millennial generation is taking over the global workforce, and their preferences are giving birth to new trends. Remote work is becoming more relevant by the day in the business world. People who work remotely have the option of working from home or another place of their choice. However, work from home no longer appeals to everyone.

Improving your company’s customer experience score by just 10% can boost revenue by more than $1 billion. In fact, simply improving your Customer Effort Score, also known as CES, can have a long-lasting impact on customer loyalty. A study by Gartner found that notably, 96% who had high-effort experiences reported being disloyal, compared to only 9% of customers with a low-effort experience.

In a world of distributed and hybrid work, it’s more important than ever for organizations to create seamless workflows that empower collaboration and enhance cross-functional visibility. That’s why we launched Asana Partners, a single platform for distributed work that connects over 200 essential application partners.

We don’t need to tell you that how we work has totally changed over the last year. More than ever, teams have had to adapt to a new normal and learn how to achieve real-time collaboration without actually being together. With companies going (and staying) remote, it’s more important than ever to implement real-time collaboration tools and create spaces to help your team communicate effectively.

Providing exceptional customer service is paramount to building brand loyalty—it’s not enough to just have a great product or service. According to the Zendesk Customer Experience Trends Report, roughly 50 percent of customers would switch to a competitor after just one bad experience. On the flip side, 75 percent are willing to spend more money on a brand that provides a positive experience.

Analyst firm, Gartner, released a new report on Modern Intranet Top Practices where analyst Gene Phifer outlines the three key strategies that can make or break a modern intranet. Many intranets fail, even if they are built-in with the most complex features. In fact, Simpplr’s report revealed that the top three reasons for intranet failure were process-related. According to the Gartner report, “Governance, processes and deployment strategies can make or break your next generation intranet.

A team’s success depends on the collaborative mindset of each individual, coupled with the effectiveness of their processes. As companies grow, processes become more complex and intricate, calling for more effective means of collaboration. We know that collaboration is essential for effective business operations and employee productivity, regardless of company size or industry.

A few months ago it was time for the periodic service of my car. Now I have to say that my car could use a ride through the car wash. A few days before the scheduled servicing, I actually wanted to wash it. Then I thought back to the previous two times my car had received service. Each time I got it back cleaned and washed. “Nice! they’ll wash it at the garage anyway. ” I thought and I decided to skip the car wash. A few days later I was at the garage to pick up my car.

It’s hard to believe it’s been a year since we launched Miroverse, our community templates gallery featuring real workflows from industry thought leaders, partners, and Miro users. Since then, we’ve seen more than 350 creators share 550+ templates, including frameworks, activities — even art. The best part?

The Software Report is pleased to announce The Top 25 Software Product Executives of 2021, which includes Simpplr’s Blagoja Golubovski, VP of Product Management. Each nominee on this list is the driving force for software innovation, improved user experience, and the genesis of company revenue growth and continuity. Blagoja was recognized for leading product management and UX at Simpplr, driving and building beautiful products to solve for customer’s pain points.

Gallup, the analytics and consulting firm, started measuring employee engagement in 2000. They published that employee engagement was at an all-time high of 34% in 2018. Although that is good news, we are far from finished when it comes to creating companies that are exciting and fulfilling places to work at (whether virtual or in-person). Gallup published a separate article exploring the reasons behind why the majority of U.S. employees are not engaged despite the gains.

If you’re unable to locate an item in OneDesk, it might be for one of many reasons: you are looking at a filtered view, the item is an archived project, the item has been moved to a project to which you have no access, etc. If you’re attempting to locate an item in OneDesk, try the following.

Customer service is a key part of any business and the modern customer has higher expectations than ever before. Helping your customers extends far beyond just making a sale – customers expect businesses to be on hand to handle their queries and ensure they get the most out of their products and services. Delivering quality customer support isn’t easy, and that’s why you need to design your service strategy based on these key customer service principles to guide your team.

What’s cooler than being cool? Being designated as a 2021 Gartner Cool Vendor! What’s cooler than being cool? Being recognized as a 2021 Gartner Cool Vendor! On May 11th, 2021, Gartner published their research report, “Cool Vendors for Digital Workplace Strategy and Applications.” According to the report, “Remote and hybrid work amplify challenges in coordinating teams as the needs for flexibility around time, place, and technology affect everyone.”

Scrumban is the combination of the Agile methodologies of Scrum and Kanban. Since project managers are always looking for ways to do things more efficiently, they created this hybrid system that gives project managers the flexibility to adapt stakeholder and production needs through a more visual approach. Scrumban emerged to meet the needs of teams who wanted to minimize the batching of work and adopt a pull-based system.

If you’re using Troop Messenger just for the basic collaboration services, then I would say you’ve just explored a small portion of its facilities and features. Troop Messenger works fast and better and is the perfect choice for building stronger teams when compared to its counterpart Microsoft Teams. It stands unique in its way with the new-gen chat capabilities, modern calling, and conferencing solutions, and workable features that boost productivity at work.

For all U.S. based companies or companies with employees in the U.S., FLSA compliance is a major responsibility. Ask anyone in HR or leadership and they will tell you how important it is. In the same breath, they’ll also tell you how time consuming it can be. Operating a remote business can make FLSA compliance even more difficult. With the recent increase in remote work, many companies are struggling with questions on how to stay compliant in their new remote or hybrid work environments.

Element Matrix Services lets you pick up the Slack between Teams... Element Matrix Services now offers fully managed bridges for both Microsoft Teams and Slack, so Element (or any other Matrix-based app) can integrate with either service. Connect Element to both, and you can integrate Slack and Microsoft Teams via Matrix.

Customer support tools are vital for any company looking to upgrade its customer support. In this article, we’ll compare Drift vs Intercom to find out which is the right customer support tool for you. We’ll compare them based on the following: By the end of the article, you’ll know all of the main differences between Drift and Intercom, and you’ll know which is the right customer service tool for you. Let’s get started.

Asking your customers the right questions post-purchase helps you gather invaluable input and reveal opportunities your business didn’t know existed. Surveying your customers (and responding to their feedback) also reassures them about how important they are to you through the effort you take to maintain that relationship. Customers expect businesses to reach out to them and ask for feedback, but you need to make sure this feedback is meaningful and actionable.

Your customer service reps are on the front lines of your business. Every day, they’re interacting directly with customers, helping to keep them happy and even increase revenue. Unfortunately, their job is highly unpredictable. How frequently will customers reach out? How complex will their requests be? You need to make sure that your customer service agents have enough bandwidth to handle all of them in a timely manner.

The latest challenge for organizations of all sizes is thinking about how to build the office of the future. Now that many employees are either considering working remotely or in a hybrid setting permanently, business leaders struggle to envision an office that works for everyone. The office of the future will surely be more expansive than previous models, with technology and processes that set all employees up for success regardless of when and where they are working.

There’s an oft-cited stat that text messages from businesses have a 98 percent open rate, but there’s a lot more to business texting than just outbounding customers. Customer service has been transformed by messaging. In 2020, support requests surged over messaging apps, with WhatsApp seeing 101 percent growth from the previous year. Only 15 percent of surveyed customers said they preferred to use SMS as a customer support channel when available. The lesson?

The undeniable fact of the business world is that you cannot have a great product without an excellent customer support team. Yeah, you might have developed a top product, but you would need an efficient bunch of professionals to manage your customers’ queries. In these times when customers are known for switching brand loyalties often, your customer support team has to be on its toes to satisfy your esteemed clientele. Customers’ demands and expectations are changing rapidly.

As the customer service industry evolves, customers are increasingly expecting flawless customer service from companies. 56% of customers have stopped buying from a brand or switched to a competitor because of a single bad experience.1 For American consumers, that number jumps to a whopping 69%. If you want to meet this increasing demand for perfection, “hiring the right people” isn’t enough.

Every month, Developer Advocate Aydrian Howard brings together a team of Courier engineers on Courier Live to discuss which updates recently made it into production, what is happening with the features in beta, and what to expect from the product and team in the near future.

When you’re faciliating a meeting or workshop with first-time Miro users, you may feel the pressure to properly educate them on the tool so your collaboration runs smoothly. Miro does offer “getting started” webinars, an expansive help center, and a vibrant community of users ready to help, but sometimes you just need to get participants quickly up to speed.

Successful support, technical or otherwise, thrives on consistency. Businesses that consistently have fast, accurate, and friendly support resources available will have higher customer satisfaction rates than those who are continuously slow to respond, provide inaccurate information, or appear apathetic. But how do you provide fast, knowledgeable, and consistent support while keeping costs down?

We’ve now reached a pivotal point in customer service where it’s essential to take a proactive approach or get left behind, fast. In 2021, speedy customer service must be at the centre of your growth strategy. Knowing that speed is the most important factor contributing to higher CSAT scores, we created the “Cut the Wait” playbook. It’s a guide on how to improve customer satisfaction by cutting wait time.

Many customer service agents reach a point in their career when they decide they want to transition into a new role. Those next steps could take you in many directions: sales, customer success, or people ops, to name a few. But one of the most likely moves is to become a customer service manager. After years of helping customers find answers to their queries and honing your service skills, you’re ready to take on more responsibility.

The value of Mattermost is significantly enhanced with third-party tool integrations and customization. Today, we are releasing the developer preview of a new Apps Framework for creating application integrations and customized workflows. The Apps Framework complements the existing ecosystem of plugins and allows apps to be written in any language and deployed with serverless hosting.

Team - Together Everyone can Achieve More, whoever quoted it certainly implied about the whole team working together with a team spirit, but with the new age modern world along with team spirit inevitably best collaboration software tools must be aligned to achieve more. With the ongoing unfortunate pandemic period, from giant companies to micro-companies, had to adapt to new or multiple collaboration software tools to continue their workflow from the remote workplace without causing any trouble.

Driving collaboration and instant communication through tools and technology seems unnatural and counter-intuitive. However, the onset of COVID-19 has brought previously unimaginable work scenarios to life - Enterprises with a technology-averse mindset were forced to learn and adapt to collaboration tools overnight. Work-From-Home (WFH), a once dreaded concept, became the savior for multiple businesses - big and small.

As an eCommerce business, acquiring new customers is the first hurdle. But once you get their attention, a bigger challenge is to keep them coming back to the store for more. Needless to state, increasing customer retention by a mere 5% can increase the profits from 25%-95%. The secret ingredient to successfully building a solid customer base is to offer exceptional customer service. eCommerce customer service begins from the moment your customer places an order.

The technology sector is incredibly dynamic and the demand for IT professionals is at an all-time high. Businesses of all different sizes are seeking skilled IT workers to help them grow and expand, yet over 70% of tech firms are facing skills shortages. In our guide, we’ve outlined some of the issues skills gaps can cause and how businesses can cope accordingly through targeted recruitment, contractors, training and improving their hiring processes. What is the state of the skills shortage?

Mattermost v5.35 is generally available today. Incident Collaboration: Ad hoc tasks, stakeholder overview, and more (Cloud and E20 Edition). We are excited to release multiple new features for the Incident Collaboration product:

When communicating in groups, collaborating at work, or talking in online communities it's common to want to talk about a range of topics with the same set of people. We want to improve Element to make it easier to do that. Most people either painstakingly create multiple rooms and send invites to each one individually, or they brave our old and unloved Communities feature and hit its many limitations.

Time Doctor’s overview dashboards provide real-time data to managers and teams at their fingertips. Our dashboards create maximum visibility into the most important insights and summaries for managers and users at the daily, weekly, or monthly levels. We have two different dashboards: the Team Dashboard mostly used by managers and those who are delegated as admins in Time Doctor, and the User Dashboard that employees can use to monitor their own work autonomously.

Gone are the days of companies developing their own in-house tools to manage projects, time, sales funnels, and internal teams. Firms now benefit from hundreds of readily available online or on-premise applications that manage critical business functions and allocate resources at the click of a button. SaaS (Software as a Service) tools have become the bedrock of the modern workplace.

OneDesk makes optimizing your project schedule easy with ‘smart rescheduling’. In only a few clicks, this powerful tool can optimize the work schedule of your projects, allowing you to save time and reduce the overall duration of your projects. Smart rescheduling will take into account the project’s start date, any finish-to-start links between tasks, and any date constraints you have set, unless you specify otherwise.

It’s just a regular Tuesday morning, your customers are their usual selves and your helpdesk agents are going about their normal day. The sun is shining bright and the birds are chirping happily. Just as you were sipping your coffee, you thought that your day was going to be like any normal one. Fast forward five minutes: everything changed, and somehow it was not all that cheerful anymore. The phone lines are choking up, your Twitter is buzzing, and the birds’ chirps are drifting away.

Back in early 2018, I embarked on a side gig with a few partners - the idea was to make ridesharing socially engaging and fun. We made a ton of mistakes and never really got the product off the launchpad, however in retrospect, the biggest mistakes we made were wasting precious time in writing code for authentication and authorization as well as user notifications. We learned to focus on customer value the hard way.

We’re excited to announce the release of Zulip Server 4.0, containing hundreds of new features and bug fixes! Zulip is an open-source team collaboration tool with unique topic-based threading that combines the best of email and chat to make remote work productive and delightful. Fortune 500 companies, leading open source projects, and thousands of other organizations use Zulip every day.

Businesses work hard to attract customers, and keeping them around takes just as much effort. According to the Zendesk Customer Experience Trends Report, half of customers say they would switch to a competitor after just one negative experience—that number grows to more than 80 percent after multiple bad experiences. A “bad experience” can happen at any touchpoint in the customer’s journey, from their first interaction all the way to final sale and beyond.

Looking to add some pizzazz to those oh-so dull meetings? As a workshop designer with over 20 years of experience working in Silicon Valley, I’ve made it my business to lead engaging meetings – whether they be remote, in-person, or a hybrid of the two. What have I learned about adding fun to functional meetings? Tune in to the 30-minute LinkedIn Live conversation I had with Miro Customer Education Manager Jen Clark for my top tips – or just keep reading this article!

In the first article in this series, you learned how to set up your developer environment, the first step toward creating your very own Mattermost plugins. Take my word for it: Your first attempts at writing Mattermost plugins can be quite confusing. Where do you start? What do you have to do to get your first plugin up and running? At the end of this series, you’ll be well on your way to writing your own plugin.

Collaboration today is more global and connected than ever. As leaders of globally distributed teams in Europe, Asia, Australia, and the US—Jessica leads the Revenue Marketing team and Joshua leads the Engagement Marketing team at Asana—we live and breathe this every day. One of the most challenging aspects of managing team members located in multiple regions is team bonding. How do you create tight connections across countries (or counties), and how do you maintain them over time?

“You’re not paying close enough attention to your customers.” That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. This blog provides the highlights from their talk. It was a provocative statement to introduce the session. What did they mean?

Remote working has become increasingly popular for businesses across a host of industries, and it offers numerous benefits not just for employers but also for staff. The rise in collaborative technology has made it easier than ever to work as part of a team from any location in the world. In our ultimate guide to remote recruitment, we’ll cover the characteristics and skills that remote employees should have, how to hire remote candidates, and tools that remote teams can benefit from.

Saved replies can be set up in OneDesk for your agents to use. These saved replies allow your team to be able to respond faster to commonly asked customer inquiries by inserting pre-written responses. You can set up a repository of saved replies for your users to be able to make user of.

The pandemic and the resulting switch to remote working models has made enterprises and organisations across industries, including even the most highly-confidential sectors such as legal, government and healthcare, depend more than ever upon technology.

Accomplishing a project is never easy. From the sheer number of tasks that need to be completed to meeting the expectations of clients and stakeholders, there’s so much to think about before being able to mark a project as complete. Understanding the different phases of project management and applying them to all projects helps managers achieve consistent results.

OneDesk allows you to export the data from the custom views you create.

Some time back, our engineering leaders suddenly noticed dramatically increased billings from AWS that far outpaced typical benchmarks. The problem turned out to be data insights tools sending an unexpectedly large volume of data. The solution required a deep dive into how AWS billing works and an intricate series of steps to discover the location of the firehose of data.

The annual ICMI Contact Center Expo provided valuable lessons for the future of call center operations. This year’s International Customer Management Institute (ICMI) Contact Center Expo was a little bit different than in years past. Instead of gathering at a large convention center in a major city, hundreds of contact center industry experts gathered at their computers to connect digitally.

We are proud to announce that Rocket.Chat has been named a Category Leader for Instant Messaging and Chat Software by GetApp, a Gartner company, the second consecutive year it has received this recognition. Rocket.Chat placed No. 10 in the category, out of hundreds of products reviewed.

As a customer service agent, being a great communicator means everything. But your ability to communicate well goes beyond listening to what your customers and team members say. You also have to recognize how they’re expressing themselves and adapt your responses accordingly. Understanding the various communication styles can help you improve your relationships with customers and colleagues alike.

We think docker and container technologies are great and are here to stay. However, there are concerns about Docker Hub (hub.docker.com) and we want to make sure that if anything happens we can continue to provide docker images seamlessly. Additionally Docker Hub provides us with very limited information on pulls and we would like to understand more about how images are consumed so we can provide a better service.

Consumers around the world have changed their shopping habits over the past year, with e-commerce seeing unprecedented growth. In fact, research by McKinsey shows that 10 years of ecommerce adoption was compressed into just three months in 2020. Ecommerce is positioned to keep growing for the next five years and beyond, with new brands looking for ways to set themselves apart. One of the best ways to differentiate in the competitive ecommerce world is to offer a better digital customer experience.

Most business owners hire virtual assistants to handle their administrative support, email marketing, and other non-core business activities efficiently. But with hundreds of sites offering virtual assistant services, how do you find the right one? To help you out, we’ll highlight the three key features to look for in a virtual assistant website and review the 25 best virtual assistant websites for finding skilled VAs.

Technology plays a crucial role in transforming public safety, bringing significant changes to our lives. When combined with the right tools, technology can even save them. That’s the story behind Bridge 4 Public Safety, the app launched with funding from the U.S. Department of Homeland Security (DHS) and built within Rocket.Chat.

Over the past year, teams around the world sought new ways to collaborate, engage, and connect. Most of us have been trying to figure out how to translate the mainstays of our company’s in-person collaboration and planning — kickoffs, offsites, training, brainstorming — into virtual events. Underlying this process is the assumption that a virtual experience is less valuable, that it’s missing something that only in-person events can offer. But maybe that’s not true.

The impact of the last year on customer experience will be long-lasting. Customers have adapted their expectations, teams have learned how to operate remotely, and businesses are ramping up tech adoption as they look for new ways to engage customers while staying connected to each other. According to the CX Trends report, companies plan to invest more in customer experience across the organization.

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

Have you ever wished you could more easily follow an important presentation on your mobile device? In our last blog post, we described a variety of improvements to boost productivity on Wire conference calls. Another highly requested feature is being able to zoom in during conference calls with screen sharing or video enabled.