Have you ever seen The Office? Manager Michael Scott’s absurd ideas to boost employee engagement range from laughable to cringeworthy, but they all fail for the same reason: He has no idea how to relate to the people he works with. It’s hilarious to watch, but there’s a lesson in it too. If you want to boost employee engagement, activities and gimmicks aren’t enough. You have to start with a foundation of trust, respect, and genuine human caring.

Customer service has grown to become a critical function across industries including airlines, software companies, retail, and even real estate companies. Because of this, a career in customer service is growing in popularity, while companies and individual employers continue to struggle with scaling their support teams as their business grows.

Slack open source alternatives are getting a lot of attention right now. Why exactly? Well, if you were to survey the most productive teams, you’d find a common ingredient – efficient communication. That explains the rise of team collaboration tools in 2020 and mega deals happening in the industry, such as Salesforce’s acquisition of Slack. ‍However, right after adopting team communication tools like Slack, companies started to notice the downside of it.

Here at Courier, we recently announced a new focus on mobile notifications, which is the next big step to meeting our goals for our product. The biggest reason to focus on mobile is because it will drastically improve the user experience for anyone using mobile apps - which at this point, is everyone. This post explores the importance of building better quality mobile notifications and how to go about creating them.

When I joined Mattermost at the end of 2019, part of the allure was the unique experience of working at a 100% remote company. Little did I know that within three months, the whole world would lock down and countless companies became remote practically overnight.

When chatbots were first introduced in customer support, they were only capable of executing rule-based commands that often led to poor customer experiences. Chatbot features back then weren’t developed keeping user experience in mind, and caused frustration instead of offering solutions. Chatbots have evolved over time, but so have customer expectations. Customers today do not accept experiences that are less than ideal.

All sorts of businesses need to provide service desk solutions, whether to help with in-house issues encountered by employees, or to better assist customers with whatever problems they encounter. Of course it’s not enough to simply set up a service desk and hope for the best; you have to put strategies in place to optimize the effectiveness of this resource, and to extract every drop of value from it as well.

The way we work is changing. The COVID-19 pandemic has forced companies to rapidly adapt to a new reality where remote and hybrid work is the norm, not the exception. This new way of working presents both challenges and opportunities for businesses. On the one hand, they need to be able to support their employees in this new environment and ensure that they have the tools and resources they need to be productive.