Focus on security and privacy has been important for Wire from day one. Over the years we've taken numerous steps to strengthen our technology and sharpen our privacy-by-design approach to our product and business model. This is more relevant than ever with many starting to realize the destructive effects of weak security and lack of privacy on both day-to-day business operations, and our lives as people who trust our most intimate details to various online services.

How many of you measure the impact of support tickets on the company revenue? If you are like most companies that offer support, you measure the success of the support channels based on: the number of tickets they solve, the time it takes them to solve the ticket, client satisfaction.

It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. How companies interact with customers is being strongly influenced by this emerging technology. Sure, the “chat bot” comes to mind immediately, but even that has taken a backseat to larger uses of AI which still involve (and improve upon) the human element.

Reflecting the importance of providing excellent self-service to manage rapid growth and satisfy customers, you might want to launch tier 0. What is tier 0? It’s the self-service tier; the support available to customers that does not require directly interacting with a customer advocate. This includes the knowledge base available in an online help center, the product training that is available to customers, as well as assistance that is available in the product’s user interface.

Our support teams were one of the early adopters of Freshdesk’s new version — the Mint Experience. We caught up with Andy, our regional support manager, to talk about his experience with transitioning from the old Freshdesk UI to the Mint Experience. Here’s what he had to say.

We recently interviewed Kim Goodwin, consultant, speaker, and author of Designing for the Digital Age. Kim shared how to make user-centered values pervasive in your organization.

There are two things many support teams struggle with when it comes to knowledge management: knowing exactly what their customers need help with, and how they can keep their help content fresh. Though it’s tough for them, it’s even tougher for customers. Nearly 81% of customers want to solve their problems on their own before reaching out to an agent, but 40% say that help center searches don’t generate the help they’re looking for.

If you keep up with recent trends in technology, then you’ve probably been hearing a lot about artificial intelligence (AI) lately. Artificial intelligence has many uses and is already seeing multiple cases of real-world applications. But that doesn’t tell you much about how your business can use it, or if it’s going to be something you need to adapt in the coming years. For instance, can it help you deliver a great customer experience?

There used to be a panicked feeling that would set in when we’d have any sort of outage or issue in Basecamp past — that stomach-dropping, heart-palpitating, sweaty-palmed feeling. But on November 8th when I awoke to a 6am text spelling out Basecamp’s downtime, I wasn’t worried.

Impacting as many as 500 million customers, Marriott’s data breach is one of the largest in history. While we don’t yet know the root cause of the breach (which impacts hotels within the Starwood Group and is believed to predate Marriott’s acquisition of the group); what surprised many people is just how long the door was left open for the attackers – four years in total!