In the most recent release of OneDesk we made big changes to Customer Organizations. Whereas prior to this release customer organizations were relatively simple groupings of customers, now they have become more sophisticated objects, with properties and features that will change the way you use OneDesk.
Last month, we introduced features like Automation Error Handling, Automation Marketplace, Custom Authentication, and Action Versioning. We also made it easier for you to debug failed actions as well as added New Actions for various applications. This month is no exception. This March, in the newest version of Workativ Assistant, based on our consensus of most used IT help desk apps, we’ve added new applications and actions for them. Let’s check them out now.
A pandemic is identified as a rapidly spreading infectious disease that poses a global threat. The result? Decelerated economic growth and social chaos. The COVID-19 outbreak is taking the world by storm. On March 11th, 2020, the World Health Organization declared it as a pandemic due to more than 20,000 confirmed cases back then. The count has only surged now!
The new Easy Insight and Teamwork Desk integration lets you drill right down into your support data to give you detailed insights into both customer queries and team performance. The connection between the two apps pulls all of your Teamwork Desk data into Easy Insight so you can build your own custom reports and dashboards — or use some pre-built templates — to quickly pull the information that’s most important to your business.
Even with the world in a state of flux, businesses have to continue serving customers, and support teams have to adapt to their new environment. But making the transition from working together in the office to remote support can be a tricky affair. We understand completely because we at Freshworks are in the same boat.
For companies in competitive markets, customer support is a key differentiator. In fact, it can be one of the key reasons a customer decides to renew or churn. But with customer expectations higher than ever, and modern support no longer involving only simple, repeated questions, your front line is often dealing with a high volume of tickets across multiple channels that involve product and process complexity.
As organizations continue to settle into working remotely due to the ongoing crisis, customer service is under strain to deal with the rising volume of inquiries. Understandably, customers are looking for information on how the current situation affects the products and services they rely on. So how can self-service help companies reduce the burden on their agents and employees? To understand that, we had a conversation with Mr. Sagi Eliyahu, the CEO of KMS lighthouse.
The average office worker receives 121 emails per day. When faced with information overload such as this, it can be easy to let your guard down and fall for a phishing attack. Phishing is one of the largest security threats out there. They take many different forms and often resemble the types of communications you receive every day — internal team communications, special offers from your favorite companies, or specific emails that pertain to your role (support tickets, leads, incidents, etc.).
Ask any business leader, and they’ll tell you that yes, of course, they want loyal customers. But the path from prospect to loyal customer is not a straight line. In fact, it’s fraught with twists and turns, and one wrong move could cause people—even repeat customers—to wander in another direction.
Congrats — you have a product or service that people appreciate enough to pay for. But your offering, even if it’s the very best, is not enough to guarantee that your customers are going to keep on being your customers. In order to cultivate customer loyalty, an essential component of your success, you have to also cultivate solid relationships with your customers. A huge part of any relationship, of course, is communication.
