Teams | Collaboration | Customer Service | Project Management

In business and in life, making a decision is easy when you’re working with a true partner and together can weigh all the factors involved towards making the right decision. In a specific example, the same can be said when it comes to making decisions that impact your B2B customer support teams’ success. As a customer support leader, you have to make a million decisions a day, and many, if not most of them, involve helping to solve customer issues.

In different parts of the world, it is lawful to track the working time of employees. Take, for instance, according to federal law in the United States as stipulated by the Fair Labor Standards Act(FLSA), employers should have records of every hourly employee, showing the number of hours they log in each day and workweek, the date and time the workweek began, hourly pay rate, regular income, overtime earnings and overtime hours logged in.

Texting is one of the most used forms of communication. In the United States alone, 5.5 billion text messages are sent daily. So maybe it’s not so much of a surprise that your customers want to be able to text your business when they need support. Few things are more frustrating than when you’re trying to solve a problem and just end up sitting on hold. And texting offers an alternative for you and your customers.

Sometime last year, we found the opportunity to optimize one of our critical API endpoints that was served using Ruby on Rails. This led to a series of investigations before we identified the right long-term solution for our particular use case. It required us not only to leverage a new JSON serializer, but also challenged us to build efficient caching and deployment strategies to go with it. This is the tale of how we embarked on that compelling journey and what we learned as a result.

Project management is a dynamic approach to ensuring your work gets done effectively and efficiently. Gone are the rigid and time-consuming processes of days of old. We’ve moved to more flexible and customizable approaches customized to fit a team’s individual qualifications. Choosing the right management methodology is just as essential to your project’s success as having the right team in place. It means the difference between clear communication and meeting deadlines.