Beyond offering the most secure collaboration -Wire is actively leading the work on extending its security standards to become the norm for protecting organizations' digital assets. Raphael Robert, head of security at Wire discusses the new era of secure group messaging at DefCamp in Bucharest, November 8th. The session will shed further light on the ongoing developments and progress of Messaging Layer Security (MLS).

As community forums become essential tools for scaling support, it’s natural for companies to need some help keeping things organized, ensuring the conversation runs smoothly and everyone can tap into the wisdom of the crowd. That’s where moderators come in: to help your community grow into, and remain, a destination.

How do you easily find your way through your conversations? Ever find yourself scrolling endlessly to find the right conversation? We all do. So far we have had some ingenious hacks to help us with this. Fancy naming conventions, or our favorite, using icons for various conversation categories (think ? for bug hunting chats or ? for release and deployment chats).

Riot Web 1.5 is out now, landing our brand new message composer with improved accessibility, increased language compatibilty and enhanced stability!

There are times when a company or its support agents can be unhappy with the helpdesk they use. The reasons for this can vary – either the UI is not user-friendly, or the helpdesk does not easily integrate with other platforms, and many more. Yet, businesses tend to stick to one helpdesk despite their shortcomings – why?

If your business (being it eCommerce, brick and mortar or any other type) is going to attract and retain high-value customers, you have to offer amazing customer support. In other words, you have to build strong relationships, give your customers what they need, and show them you care. So your support team must use the best customer support tools available.

A good customer service strategy can be extremely rewarding in the age of social media. People love to publicly acknowledge when they’ve had a memorable customer service experience. On the other hand, poor customer service can make them forget all the good experiences your company has offered. Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers.

For millions of men, dressing with confidence is a lot easier said than done. Nothing gets in the way of looking and feeling good like sweat stains or being stuck in stiff, restrictive shirts. Whether customers are finding the perfect fit for the office, hitting the links on the golf course, or chatting with customer support for care instructions, we want every step of the customer journey to be as high-quality as our shirts.

Contact centers collect a range of customer data, from common support questions to customer satisfaction surveys. However, they often lack the processes to take immediate action on this data. Collecting real-time customer feedback enables service teams to instantly act on a negative interaction and save the relationship.