Customer support can easily become a huge money pit instead of a tool for building revenue, no matter the industry you’re in. But if you’re a SaaS company, you know just how crucial it can be to keep costs down. Especially if you’re just getting started and your customer base isn’t large enough to support your operational costs just yet.

We're excited to announce the release of Zulip Server 1.9, containing hundreds of new features and bug fixes. Especially relevant for users migrating from the recently discontinued HipChat is our new HipChat data import tool.

Nowadays, the press doesn’t have to look too far for the next cyber attack story! Whether it’s the surprise theft of customer data, like British Airways suffered this year, or a fresh Facebook hack, if there’s one thing we’ve learned this year – no one, regardless of size and sophistication, is immune to attack.

When it comes to the specifics of working with customers, you’ll see a wide variety of terms thrown around. Phrases such as “customer care”, “customer support”, and “after-sales service” are all frequently used, but there are a few terms that truly stand out in their meaning (despite the confusion surrounding them).

Even in the age of email, social media, and whatever new support channel is just around the corner, customers still want the option to call a support agent. Whether it’s to resolve complex support issues or to receive personalized service, many people appreciate companies that make the investment in providing quality support over the phone.