Yesterday, February 5th, was Basecamp‘s 15th birthday. As a company we’ve been around for 20 years (we used to be called 37signals), but one random Thursday back in 2004 marked the beginning of Basecamp, the product. And we launched it right here in this post on this very blog, Signal vs. Noise. The blog looked a lot different then, but the spirit’s the same. And here’s a link to the original home page, as well.
It can be hard to predict, especially in the tech industry, the jobs and skills of tomorrow. Still, it’s possible to build a solid foundation in the meantime—especially for those honing widely applicable skills as front-line support agents. Take it from Leah Guest, whose training ground in Tier 1 support became a jumping-off point for her current position as a Voice of the Customer Platform Coordinator at Zendesk.
Asking for help should be easy. And fast. Faster than typing out emails. Faster than opening chat windows and typing out the problem. And faster than opening an app and searching for the solution. Can your customers ask for help easily? And how fast can you deliver? Till recently, it was difficult to furnish this instant voice support in a scalable, accessible way. Then voice bots came along.
To build best-in-class teams, win the competition, and, ultimately, create the next big thing, organizations are hiring talent from all across the world, making teams increasingly distributed. Some companies open hubs in booming cities to attract professionals from the region. Others, many of them leading tech companies like Automattic, Buffer, and InVision‚ prefer to create fully distributed teams, allowing their employees to work from anywhere.
Live-chat is a stellar way to improve customer service and support success for any business. And increasingly, chatbots are becoming a way to automate vital business interactions with potential leads and customers any time of the day, even when workers aren’t present. Typically, to fill live-chat spots, you will need more manual labor. More employees and increasing overhead.
A great thing about the Home screen in Basecamp 3 is that your drafts, bookmarks, and assignments are all easily accessible. Load up Home, click a link, and see all of your assignments or your drafts in one place. There’s just one problem with this approach: You have to leave whatever you’re doing to get to these links. We wanted to make it easier to find and access these “My…” links, and now you can!
Businesses are more likely to build a real connection with their customers when their outreach is personalized. To send a thoughtful message at the right time can make a customer think, “Oh, perfect timing” and want to follow-up. But how can it be done in a way that accommodates a large customer base and in a manner that benefits the customer experience?
Digital transformation is more than just optimizing your existing modus operandi with new technology and tools – it’s about creating a sweeping change in the way that you do business. As technology has become omnipresent in consumers’ day to day lives, the way they interact with businesses needs to change to keep up.
Feb, 2019 – Workativ, a niche product company focused in helping companies use intelligent automation products, has launched a new Workativ Assistant platform, an innovative product that combines cognitive algorithms, automation and machine learning to transform workplace IT support.
When it comes to customer support, there are two different variations that work in conjunction to form a well-functioning support system. They are proactive support and reactive support. Reactive support is undertaken in response to an outside request. When customers fill out a support ticket or send in a question, answering that in a complete manner is reactive support.
