Even with the world in a state of flux, businesses have to continue serving customers, and support teams have to adapt to their new environment. But making the transition from working together in the office to remote support can be a tricky affair. We understand completely because we at Freshworks are in the same boat.

Senior writer Matt Haughey explains what’s new and what’s moved in the latest Slack desktop experience

Senior writer Matt Haughey explains what’s new and what’s moved in the latest Slack desktop experience

Today we released Zulip Desktop 5.0.0, fixing multiple critical security issues as well as several other important issues. Huge thanks to Matt Austin for responsibly reporting CVE-2020-10856, CVE-2020-10857, and CVE-2020-10858, and helping validate the fixes.

For companies in competitive markets, customer support is a key differentiator. In fact, it can be one of the key reasons a customer decides to renew or churn. But with customer expectations higher than ever, and modern support no longer involving only simple, repeated questions, your front line is often dealing with a high volume of tickets across multiple channels that involve product and process complexity.

As organizations continue to settle into working remotely due to the ongoing crisis, customer service is under strain to deal with the rising volume of inquiries. Understandably, customers are looking for information on how the current situation affects the products and services they rely on. So how can self-service help companies reduce the burden on their agents and employees? To understand that, we had a conversation with Mr. Sagi Eliyahu, the CEO of KMS lighthouse.

Tons of companies have gone remote due to the COVID-19 outbreak. But if your team’s remote, how do you communicate with them? How do you get project updates? How do you conduct meetings? Seems impossible, right? It isn’t! The best remote teams use multiple communication tools to collaborate efficiently. To help you out, we’ll highlight some of the best remote team communication tools for your team.

Emily Parsons, associate workplace manager of Slack’s London office, shares her team’s approach for keeping employees engaged while telecommuting

Asana’s north star has always been the well-being of our employees and serving our customers. As global teams—including our own—have become more dispersed in recent weeks, our commitment to helping the world’s teams thrive and leading consciously is now more important than ever. Businesses are looking for ways to stay connected and coordinated no matter when or where teams are working.