Customer support is a vital aspect of business in any industry - it’s how you address questions and concerns and resolve problems so customers continue using your product or service. Yet many customers dislike contacting support. A Statista survey found that 60% of respondents worry about long hold times, and 59% are concerned they will be transferred to different departments and have to continually repeat their problem.

These are anxious times for small and medium-sized businesses (SMBs). According to the U.S. Chamber of Commerce, 70% are concerned about financial hardship due to pandemic-related disruptions, and more than half are worried about having to close permanently. At the same time, SMBs are tasked with personnel management in an increasingly distributed and frequently fraught environment where employees are stressed and burned out. Collectively, it’s a sizable challenge for SMB leadership.

Another month, another release: Rocket.Chat 3.11 is here with many new exciting features and improvements. To give you a clearer view of what’s new, we listed every update on our latest release – check it out below! If you wish to see the original list, click here.

It seems like everyone is talking about the customer these days, but it hasn’t always been a top priority. Long viewed as a cost center by many businesses, customer service has been thrust into the spotlight during the pandemic. With so much uncertainty in the air, we are reaching out to businesses for help more than ever before.

Mattermost v5.32 is generally available today. The new feature release offers the following new features (see changelog for more details).

Digital transformation has always been an integral part of corporate development. It has been a critical consideration for successful business growth since the 90s. It has become increasingly rampant this past year due to the pandemic, especially for boards. Digitalization has unlocked many opportunities for organizations. However, digitalization spans different regulatory regimes, and this can cause a lot of transversal challenges to businesses.

Despite having its numerous benefits, one major hurdle that comes with working with a Remote/Virtual Team is having to make them feel welcomed, building trust in them, and earning theirs as well. All of these are geared towards Work Health and Well-being, Team Performance, and Team Productivity. Therefore, this article focuses on describing ways to build trusted communication between employees in a remote team, why it is important, and what it affects.

Wire has introduced a new App-lock feature for Wire Pro customers. Team owners can now enable a mandatory App-lock for the entire team. Once enabled, members of the team will be required to authenticate themselves using a passcode or biometrics (depending on the user's choice when configuring) every time they open their Wire app. Owners can also customize the duration after which an unlocked app will be locked again.

With WhatsApps’s latest move to monetize data, personal users and businesses alike have become much more aware of the privacy element of the applications they use. Other major tech players and industry figures have even jumped on the news coverage to further highlight the issue. Apple has arguably taken on the role of privacy watchdog and has made bold statements about how damaging data harvesting is to the world.