Let’s face it: Zendesk is great. It’s one of the most popular helpdesk tools out there. But, it also has its shortcomings, and there are numerous competitors on the market. A portion of these Zendesk alternatives are open source solutions. The unique advantages of open source software play well into the customer service space, and they are here to stay. After all, open source solutions are no longer reserved for small businesses and teams.

One of the most important factors of customer satisfaction is the quality of the interaction between service desk agents and users. At InvGate, we know this is key, and we’re developing new AI-powered response suggestions to empower agents’ capabilities further. Users expect empathic-written responses that solve their requests in the shortest period. Meanwhile, agents are required to solve hundreds of tickets every day, following defined best practices and according to SLAs.

Reports can be a beautiful thing — they can also be a struggle. Daily reports are a staple when it comes to managing the day-to-day tasks of a team. As a manager, these reports give insight into what needs your attention and what you need to pass up the chain. The pitfall of daily work reports is they can suck a ton of time out of your schedule if you’re not careful. Luckily, using a daily report template can minimize the time spent on sharing project progress.

Customer service can make or break you, especially how you handle web chat software issues. And the more companies, websites, brands, or customers you have, the more complicated it gets. With web chat software, you can handle incoming support requests with ease. There are several advantages to investing in live chat software for your customer service support requests.

There is no denying that the pandemic has significantly altered the way we live and conduct business today. A system that we once believed to be impenetrable has undergone changes over the past two and a half years. In an effort to combat COVID-19, hybrid and remote work emerged. However, as businesses constantly work to keep their employees satisfied, these practices are becoming increasingly popular. An ecosystem that was inconceivable before the epidemic has been formed and changing the work dynamics.

Do you ever feel like there is never enough time in the day to get everything done? Time blocking might just be the answer. Time blocking is a powerful tool that can help project managers make the most of their time and increase productivity. By breaking down tasks into smaller chunks and scheduling them accordingly, project managers can maximize their efficiency and ensure that all tasks are completed on time. This guide will explain what time blocking is and how it can boost productivity.

It’s hard to believe that we’re already almost halfway through the decade, but as we approach 2023, it’s important to take a look at the trends that will shape the workplace. As well, as how better you can adapt your work practices to the future! Experts agree that five key trends will have a big impact on how we work over the next few years. From advances in technology to changes in how we value work-life balance, these trends will affect every aspect of our professional lives.

Improving employee experience sounds simple, and we make it feel like an intuitive process, but most companies struggle to create a workplace where everyone can flourish. And in today’s society, more and more workers are looking for a company that values and places EX first.

Cassie Holmes is having what you might call a moment. The UCLA management professor and author of Happier Hour: How To Beat Distraction, Expand Your Time and Focus on What Matters Most has been landing accolades across the spectrum of leadership, lifestyle, and self-help since the book came out in late 2022. By the end of the year, Happier Hour had proven to be a hit. Amazon, Time, the Financial Times, and The Washington Post put Happier Hour on their best-of lists.

A recent survey from the Project Management Institute reveals that the top factors for success are organizational agility (35%) and choosing the right technology (32%). So, what does this translate to for busy agencies? Delivering projects successfully comes down to great project planning and management strategies — plus work management tools that help your teams get the job done. And yet, surprisingly, this is something that many agencies struggle with.