As we look forward into the next decade, let's first reflect back to the previous one and the impact it had on customer support. The 2010's was a decade driven by the emergence and evolution of mobile technology, making it easier to communicate than ever before. It also launched "big data" into the mainstream, and support teams had more information about their customers than ever before. We've looked at annual customer service trends in the past, but now it's time to look even further down the road.

When it comes to personal messaging, people have the option to choose from a range of consumer products that offer various levels of security, including end-to-end encryption. So, for the average person, using secure communication is an option in their everyday life, whether they want it or not. Yet, for business users, there are only a few enterprise options with end-to-end encryption than one would hope for or really expect.

Customer service isn’t just about answering questions and diplomatically handling complaints. It’s also about delighting your customers to generate goodwill and build lasting relationships at every turn. To help you protect and enhance your revenues, let’s explore what makes a great customer service philosophy, and how you can create yours.

When you think of companies that offer great customer service, the best examples are not one-off moments of companies going out of the way to delight a customer. Instead, the best examples of customer-focused brands are those that have carved a name for themselves by caring genuinely for their customers and consistently putting their customers first. Sales and marketing efforts can help your company onboard customers.

You need a platform to host your enterprise work conversations! Indeed that’s the only way you bring your teams together to exchange work ideas and discuss more work. Making your teams rely on personal chat applications at your workplace is no fun when you seriously look for productive outcomes from them. Instead, give them the best team chat software like Slack, Troop Messenger, Flock, Microsoft Teams, Mattermost, etc., to stay informed and monitored about all the work routines and updates.

Outsourcing customer service can help you save money, scale your team fast, and provide round-the-clock assistance to your customers. However, building and managing a team of remote customer service representatives has its own unique challenges, and it’s important to do it right. Here are five best practices that you should keep in mind – #1 Hire the Right People You already know that a great customer service representative must be patient, empathetic, and likable.

The past several years have been marked by numerous high-profile data breaches that seem to be happening with increasing frequency and scope. Given the unprecedented participation in digital platforms and the unparalleled amount of personal data that today’s tech companies store, government regulation and oversight felt inevitable.

Gartner Workstream Collaboration Market Guide Wire is once again prominently featured alongside Slack, Teams, Mattermost, Zoom and Webex in Gartner's Enterprise Workstream Collaboration report for 2020. The report covers all aspects of collaboration products, from features to compliance to integrations and delivery – providing one of the most complete buyer guides available in the market today.

Kicking off with Black Friday, you can expect an influx of guests to your e-commerce and brick-and-mortar stores. With our latest set of Marketplace apps, not only can you give your support agents an added boost during the holiday crunch, but also elevate your customer experience across multiple touchpoints — turning this shopping season into a revenue bonanza.

Across the worlds of CRM, project management, and support work, there are a multitude of different tools and software that can be used. In some cases where departments are large enough to support integrating their tools with other team’s tools, it’s not a concern using so many different tools to get work done. However, there are many companies that require close communication between teams that are hindered by their usage of separate, disparate tools.