Teams | Collaboration | Customer Service | Project Management

Latest Blogs

Where Does Proactive Support Fit into Your Customer Support Process?

When it comes to customer support, there are two different variations that work in conjunction to form a well-functioning support system. They are proactive support and reactive support. Reactive support is undertaken in response to an outside request. When customers fill out a support ticket or send in a question, answering that in a complete manner is reactive support.

Introducing partner roles

More often than not teams need to work alongside contractors, clients or suppliers. Sometimes temporary but sometimes long-term. Emails are becoming dated and private messengers have no place in business. The possibility to communicate securely and fast with externals without granting too much access, is of great value. Why not use the proven secure collaboration platform already in use and extend that to partners?

Top Google Calendar features to schedule remote meetings

Working in a remote team can be very challenging, especially if you’re trying to schedule a meeting with someone in a different time zone. As a distributed organization of 150+ people working from Europe, the United States and Australia, we know first-hand how painful this scheduling process can get, but we also understand that real-time communication is critical when you are building the next big thing.

User Persona and Buyer Persona - What's the difference?

The term `persona` has become widely used in many fields and implemented for many purposes. It’s worthwhile to take time and look deeper at the difference between a `user persona` as defined in product development and UX, and `buyer persona` a term used for marketing. Although the two seem very close in meaning, there are in fact key differences. Understanding how these terms differ is crucial to finetuning your product strategy and avoiding mistakes.

Yesterday's mass-login attack on Basecamp is another reminder to protect yourself

Yesterday at 12:45pm central time, our ops team detected a dramatic spike in login requests to Basecamp. More than 30,000 login attempts were made in the hour that followed from a wide array of IP addresses. Our first line of defense was to block the offending addresses, but ultimately we needed to enable captcha to stop the attack.

Employees are customers, too: why building a better internal help desk matters

Most companies now understand that customers demand service that is personalized, convenient, and efficient—and that ignoring those expectations imperils the bottom line. However, while focusing on the needs of external customers makes sound business sense, creating a rich employee experience can be just as important to a company’s long-term success.

To Chatbot or not to Chatbot? What Every Customer Support Manager Needs to Know

Deciding whether or not to use or deploy a chatbot for your brand requires understanding each of the drawbacks and benefits of this new technology. It can be a tough decision to make. There are always new and shiny trends popping up every year in the customer service industry. You might be getting inundated with sales emails from companies promising to reduce your cost of service, increase your customer loyalty and differentiate your customer’s experience.