Amid the COVID-19 pandemic, businesses worldwide are switching their mindset and employees to working remotely. This change has introduced us to a myriad of challenges: whether it’s juggling the reality of working with your kids in the house (read: zoo), ensuring you maintain a healthy work-life balance, or finding the right tools to help you get your work done.

If your customers succeed, you succeed. So it’s critical for your Customer Success team to work closely with your customers and understand the needs and specific problems they face. However, that’s easier said than done. You’ll need to develop a keen understanding of your customers and their various pain points. In this piece, we’re going to lend you a helping hand. We’ll dive deeper into the science of pain points by covering the following: Let’s get started!

Have you ever wondered what keeps you motivated at work? Is it a word of appreciation from a colleague? Healthy competition between you and your teammates? Or a coffee-break that you spend catching up on a game or just getting a breather? Motivating factors like these work best in an office environment. However, things are different when you’re working from home.

While the heart of a company’s culture is not dependent on in-person facetime, it often manifests in ways that bring people together in the same space. So what happens when connecting in person is no longer an option? “We still need human connection.

When you order something on e-commerce sites like Amazon or order food online, tracking your delivery is very seamless. It shows they have a field service management software in place, enabling you to track everything within your app. Reaching out to field service technicians like electricians and plumbers also involves managing and planning field service.

We are always listening to your suggestions and feedback and we are known for our flexibility and responsiveness. You always give us great ideas on how we can improve and what features would benefit you. So we wanted to get you up to speed on a bunch of new features that will make your life easier. From integrations to the service catalogue, we’re making sure everything you need is all in one place.

Creating a great support team isn’t something that happens in a day, a week, or even a month. It’s a long-term goal for many companies, and even when they get there, it’s important to sustain that excellence over time, particularly as the company grows. The pressure to maintain a high level of support exists because of the impact the support team has on their business’ reputation.

In the most recent release of OneDesk we made big changes to Customer Organizations. Whereas prior to this release customer organizations were relatively simple groupings of customers, now they have become more sophisticated objects, with properties and features that will change the way you use OneDesk.