More often than not, shoppers’ impressions of companies are based on interactions with support agents. After all, customers rarely interact directly with businesses outside of support calls—especially if the company is online-based. Your agents need the proper training and tools to handle those calls in a way that makes the customer feel heard and appreciated. Below are six call center training tips to ensure your agents can deliver a positive, helpful customer experience.

Loyal customers are the bedrock of any booming business. After all, loyal customers are repeat customers; they’re generally the most likely to promote a business on social media; they tend to report the highest levels of customer satisfaction; they have the lowest churn rate; and they can boost a company’s net promoter score. Customer retention is critical. But keeping customers happy and loyal for the long haul is easier said than done.

Mattermost 5.23 includes improvements that will help your team collaborate more effectively.

Times have been extremely trying, but we’re in it together. And together, with @ProfitWell, we’ve launched the Subscription Stimulus Package to help fuel your company’s growth. Here’s everything you need to know.

Businesses are laser-focused on customer experience and customer service today. And as work transitions from in-person to remote, customers are heavily relying on digital channels for help. This is no different for your employees — they need digital internal help desk solutions now more than ever. Companies are leaning even more heavily on technology to keep their customers and employees connected while the world is in survival mode.

Now that we know a number of meetings could have just as easily been emails, a vast majority of emails could be skipped altogether by managing your business with the help of Scoro. With this update, we’re adding a brand new tool to Scoro for handling various business expenses. In addition, we’re upgrading the Planner for even more convenient work planning, and making additions to Zapier for creating custom workflows to further increase work efficiency.

A guest post from Alon Eisenberg at Trusted Shops. Building trust for your website is essential to building a loyal customer base. Why? Simply put, trust is the inspiration people need to enter their credit card information on your website. Unless you’re Amazon or another really famous brand, there will be some level of hesitation from shoppers when they visit your shop for the first time.

When you’re working remotely, keeping your stakeholders informed on the progress of your work becomes even more important to keep teams in sync and projects moving forward. Workers use an average of 10 different tools throughout the day, and any one of them might contain the information you need for your weekly status update. That’s why we’re excited to announce our new Status feature.

Forget what you think you know about customer support, for now. In just a few short months, COVID-19 has transformed the way businesses and customers interact. As customers, we’ve heard from just about every company we’ve ever done business with. Remember that hair salon you went to in college? How about that time you bought dad new grill equipment from an online supplier? One after another, subject lines read like concerned emails from friends.