Teams | Collaboration | Customer Service | Project Management

Businesses often narrowly focus on growth and what it takes to acquire a new customer. But the investment into nourishing existing customers and showing them appreciation pays dividends. In fact, acquiring a new customer is 5 to 25 times more expensive than retaining an existing one and increasing customer retention rates by just 5 percent can increase profits by up to 95 percent.

For any business that provides a service, they are bound to be faced with support requests and inquiries. In these situations, having a helpdesk to track and manage these requests is crucial to staying on top of addressing customer needs in a timely fashion. But a good helpdesk tool is more than just a ticketing system. With this in mind, one client looked to OneDesk to meet this need, knowing that our feature set and capabilities go beyond ticket management.

At OneDesk we’ve been working on some big exciting new features, but at the same time we have been making updates to OneDesk with a few smaller, but very useful features. Here is a quick update on the latest improvements you may have missed.

Workativ’s new features are an all-round enhancement to dialogs, automations, and a big update for Slack and Teams. Take a look at the new features and enhancements this month, below.

Mattermost Release v5.26 is generally available today. The new feature release offers enhancements to member and channel management, logs, channel sidebar, help, and the mobile app. The release includes the following new features.

Last month I started working in the cybersecurity space. Cybersecurity has always been quite a mysterious word to me. I pictured cybersecurity to be a company’s security walls to protect themselves from all kind of hackers sitting in dark rooms attacking companies through the internet wearing badass eye masks.

We’re making it even easier to unlock the value of your software, with deeper integrations and new features for our shared customers

It’s no secret that remote work or telecommuting was gaining popularity in the United States over the past decade. According to one recent study, about 4.3 million people work remotely at least half the time — a number equivalent to about 3.2% of the entire workforce. All told, the number of people who work from home in some capacity has increased by an impressive 140% since 2005 alone — a trend that showed absolutely no signs of slowing down anytime soon.

When you think about your best customer service experience, what comes to mind? Maybe it was the barista who knew your name and just how you like your latte. Or that time you called customer service, and the agent sympathized with you, then went out of their way to fix the issue. An excellent customer experience can change the way you think about a company, and it can create real loyalty.