In 2019, customer support is no longer about simply monitoring and responding to messages from your customers through channels you choose. Even if those channels are Twitter, Facebook, and live chat, it’s no longer enough. More and more people are turning to social media to complain and ask for solutions, outside of direct messages to the actual companies.

Our development team identified a security issue affecting all previous versions of the Matrix Android SDK and, by extension, any Android clients which use the Matrix Android SDK. This includes Riot Android (Google Play and F-Droid) and mini Vector. The issue has been fixed in version 0.9.27 of the Matrix Android SDK and Riot Android 0.9.4. RiotX is not affected, nor are any Matrix clients on any other platform.

For companies struggling to leverage digital transformation, there is new hero in town, and it’s called intelligent automation. Intelligent automation is definitely much more than hype. But before companies carried away, they must understand and focus more on the “why”, “where” and importantly “how” they want to use intelligent automation.

There’s no doubt about it — the expectation and demand for personalized customer service is growing every day. In fact, our survey found that 42% of consumers would rather wait for an agent with the right knowledge than get a fast answer. But what does personalized service actually mean, and how can you deliver it? Let’s dive in.

For support agents, ending the conversation with a customer can be a mixed bag. With some customers, the conversation just flows naturally, and a clear end happens organically. Other times, acquiring and sharing information can be a painful process. You’re never quite sure if the customer is ready to end the conversation and you’re saying too much, or if you haven’t said enough and the customer will be unhappy.

A modern high-capacity building is a blend of technology and structure. It is why developers have to work with heating and cooling system experts to guarantee optimum living conditions for residents. To meet expectations, heating and cooling system experts can only rely on the right tools needed for successful collaboration between cross-industry experts who develop the systems and the customers who need the solution.

Workplace IT support can be as simple as fixing a computer, or as complicated as setting up a whole new server system. Employees could reach out through different communication channels; phone calls, emails, or texts.

For support team leaders wrestling with how to help customer service teams perform at the highest level, it can be helpful to keep a simple concept in mind: always assume positive intent, that agents will act in the best interest of others (namely, your customers). It’s a baseline belief in your team members’ desire to show up every day wanting to help each other, serve the business, assist customers, and get better at their craft.