In July, the Organization for Economic Co-Operation and Development (OECD) published a policy brief with some tremendous evidence-based information on potential productivity gains from teleworking in the post-COVID-19 era. First, four key themes from the piece — supported by data and evidence — are: We wanted to take a moment to give you an abbreviated synopsis of some of the more interesting, actionable findings.

Messaging has the highest customer satisfaction score of any support channel, with a CSAT of 98 percent. It makes sense: messaging is fast, personal, secure, and asynchronous—in other words; customers can pick the conversation up at their own convenience, without losing the conversation history. But providing the seamless conversational interactions customers expect requires more than simply offering messaging channels. It starts with choosing the right messaging partner.

Nimbella and Mattermost today announced that they are offering a solution that allows any enterprise using Mattermost to easily build and run custom slash commands and apps with enterprise security capabilities.

As published in business.com, June 2, 2020 There are two types of viewpoints when it comes to B2B (business-to-business) customer support. The first approaches B2B customer support as a cost center, or a necessary expense for running a business. After all, having a support team is required for your product, and it’s just something you need to have. The second thinks B2B customer support is a profit center.

At Asana, we’re big fans of helping teams collaborate to hit goals they might never have thought possible. Forms is a centerpiece of that collaboration. With Forms, you can streamline work requests, clarify expectations, and get all of the information your team needs to get started on work.

According to figures, before COVID, only 7% of workers in the U.S. had access to a “flexible workplace” benefit or telework. Now, 64% of US employees are working from home now, according to research conducted by SHRM’s COVID-19 Business Index. This swelling of remote work is spurring many organizations to reevaluate their suite of business applications and tech solutions.

For up-and-coming companies, seeing the business grow can be immensely fulfilling. Yet it can also be a bit unsettling—as customer service requests increase, it often falls on a single employee or very small team to manage them all. And for a business that’s working overtime to get a foothold in the market, going on a hiring spree doesn’t make much financial sense—and even if it did, that team likely wouldn’t have sufficient tools in place.

Businesses often narrowly focus on growth and what it takes to acquire a new customer. But the investment into nourishing existing customers and showing them appreciation pays dividends. In fact, acquiring a new customer is 5 to 25 times more expensive than retaining an existing one and increasing customer retention rates by just 5 percent can increase profits by up to 95 percent.

For any business that provides a service, they are bound to be faced with support requests and inquiries. In these situations, having a helpdesk to track and manage these requests is crucial to staying on top of addressing customer needs in a timely fashion. But a good helpdesk tool is more than just a ticketing system. With this in mind, one client looked to OneDesk to meet this need, knowing that our feature set and capabilities go beyond ticket management.