Teams | Collaboration | Customer Service | Project Management

After a year of uncertainty caused by a global pandemic, people are craving the comforting embrace of familiarity—and they’re looking for it in all sorts of places. A 2020 study showed that customers only wanted to buy from the companies that knew them best. Seventy percent said they would do their holiday shopping exclusively with brands that personally understand them. Clearly, there’s a big reward to be had in personalizing customer experiences.

Your application should always be ready to serve the requests received. The measure of the degree to which your application is available to serve all incoming requests within an acceptable amount of time is the topic we are going to focus on: availability. Obviously, achieving a 100% availability sounds too good to be true. There are various problems that may occur. This is why your application should define a Service Level Agreement (SLA) for availability and work to meet the SLA.

You want to provide customers with a great customer service experience. But what does that mean exactly? Let’s say a customer has a complaint about a recent purchase. Will all of your support agents handle it the same way? Maybe one agent feels that the situation warrants a refund while another doesn’t believe it requires follow-up at all. It’s important not to leave “good customer service” open to the interpretation of individual employees.

Industry research has shown the increasing popularity of self-service from both company and customer perspectives. One report from Software Advice validates that self-service really does have a positive and measurable impact on both quality and quantity of customer service issues requiring an agent’s attention. Over 75% of respondents confirmed that First Level Resolution, First Contact Resolution, Cost Per Contact, and Cost Per Incident were improved.

The recent implementation of privacy labels in Apple’s App Store have ignited a new wave of discussions over privacy concerns with technology applications. Users now have greater visibility into the type of data that is collected, who that data is shared with and how it is used.

In October 2020, we launched our brand new conferencing capabilities, expanding our video limits to 12 and audio limits to 25 participants. We received resoundingly positive feedback on how vital this increased capacity was for collaboration and communication in the COVID era. Since that initial launch, we have received tons of valuable feedback from our customers about the conferencing experience.

At Asana we’re big on knowing who’s doing what by when—and that includes knowing when your own tasks are due. That’s why we created My Tasks—your one-stop-shop for viewing all of the work assigned to you in one central place. Whether you’re new to Asana or an Asana power user, My Tasks is the best way to make sure none of your work falls through the cracks. View your tasks in List, Calendar, or Board View, and create custom sections to make My Tasks work for you.

One of the key areas to business growth is understanding your customers and delivering against their needs. Many businesses are now using behavioural based personas to design better customer journeys. Behavioural personas are based on research about how your customers interact with your organisation. They can provide you with insights on why customers do what they do. They help you identify the motivations behind customer’s decisions and the experiences they expect from your business.

Having a multi-talented, cross-functional team is often seen as an ideal team composition, opening up many different opportunities for work and services that a company can offer. However, that doesn’t mean that there are no challenges presented by this situation. In fact, by providing various different services, there are often multiple workflows introduced to support each one. This can be tricky to manage, and sometimes this administrative headache can become more onerous than the work itself.