We’re closing out July with some great new apps.

Riot.im Web 0.16 is here, and it lands some serious upgrades to core functionality, including: replies, a brand new composer and (at long last) full integration with Jitsi web conferencing!

Like any other profession, a career in customer service comes with its own hurdles and challenges. With so much information out there and a steep learning curve, it is very normal for an individual, new to this space, to find customer service daunting in the beginning. This article is aimed at helping you get started in customer service by preparing you for the most common challenges you will face in support.

When businesses are starting out, they prefer a shared mailbox for customer support. And it’s understandable because the volume of issues is quite low. But things change drastically when the business expands. When teams get bigger, there are inevitable trade-offs one of which is a cluttered and overflowing mailbox. This calls for a switch to a better process of handling customer issues or tickets. But how do you know when you are ready to switch from a shared mailbox to a helpdesk software?

Remote work model is the future of every industry and it has steadily increased in the last 20 years. But setting up remote work culture isn’t just about not having an office. It requires a lot of thought process to go into. You need to change the mindset that people can be equally productive even when working remotely. In fact, as per the survey report by Tinypulse, 91% of the respondents think they get more work done when working remotely.

Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers? Drawing the line of what is and isn’t part of the CRM experience can be difficult.

If you had to choose one thing to improve your business, it should without a doubt be customer experience. That may strike you as odd, as the usual intuition of most businesses is to improve their product or find a way to be price competitive. But recent research has shown that customer service is likely to overtake both of those elements by 2020.

Facebook Messenger, WhatsApp, and Wickr Me are the most frequently blacklisted Android apps by enterprises, according to a new 2018 study. The Q2 ’18 Enterprise Mobile Security Pulse Report from security provider Appthority, looks at the mobile apps most commonly used in enterprises, and also the apps most likely to be blacklisted by IT teams.

Customer support is an essential part of any company. It’s how you address your customers’ issues, assist them with your product, and make sure they’re happy with their purchase. But beyond that, it can also help you reach your other core business goals.

Hosted helpdesk solutions are on trend and most companies find them easy and effective. But, some companies prefer on-premise helpdesk software to handle their customer support. Before we find out why hosted helpdesk software is not their cup of tea, let’s get back to the basics!