Increasingly, customers are expressing their strong, independent selves by helping themselves and solving problems on their own. In fact, high performing customer experience teams are 76% more likely to offer self-service for just this reason, according to Zendesk’s Customer Experience Trends Report, 2020. However, simply offering a standard knowledge base portal isn’t enough—the design of your help center affects your customers’ experience with your brand.

With how fast industries move, technologies advance, and current events shift, organizational change is now a normal part of doing business. But change is rarely easy. And the bigger and more complex a business is, the more challenging it is to implement change effectively. Yet the ability to incorporate necessary changes into how you do business plays a direct role in long-term success.

Customer service is not as easy as you think it to be. Since customer service represents the face of your company to customers, your support team should be very careful when handling customers and customer issues. One wrong move and it can bring down the reputation of your company. Whether you’re considering a career in customer support or you are looking to hire a customer service representative, here is what you need to know.

On Monday, March 16, 2020, I had the privilege to (virtually) join Shota Gvinepadze and his students at the Free University of Tbilisi and speak about “Advanced Git @ Mattermost” for a portion of their class time. The following are my speaking notes from the session, slightly modified from the original slides for this format. Keep in mind that the command line examples are illustrative of my workflow, and not meant to be run in isolation.

Want to learn how to use Zoom? With teams across the world working remotely during the COVID-19 pandemic, video conferencing tools like Zoom have become extremely popular. However, if you’ve never used Zoom before, understanding it might be challenging! But don’t worry. This article is a step-by-step guide to help you get started with Zoom quickly.

The final part in our three-part series on changing support software is all about the tactical aspects. In Part 1 and Part 2, we discussed how to identify if your company needs to switch and how to choose the right solution if you do. Now, it’s time to get into actually making the switch happen so you can enable a support team with happy agents that serve happy customers--complete with rainbows and unicorns!

Here are the new features and enhancements for the May 2020 Release of OneDesk. This release was rolled out on May 12, 2020.

The need for better and more specialized systems has been the major call for the fast-paced evolution of technology over the years. Newer hardware and software systems are constantly introduced. Hence, it is always a matter of time before older special-purpose systems are outdated and deprived of resources for support and maintenance.

In recent weeks, circumstances around the Covid-19 crisis have meant that companies have had to pivot quickly to remote working. The trouble is, many organizations didn’t have a plan in place for this change. It’s understandable that they’d want to turn to market-ready, widely available tools to collaborate quickly from anywhere, however, there’s a real danger of cobbling together your business collaboration stack using consumer-grade tools.

According to research by small business marketing platform, FiveStars, customer visits to local businesses in the U.S. and Canada dropped by 70 percent between March 8 and April 12. It doesn’t take a statistician to realize that losing that many customers in one month represents a serious blow. But not every mom and pop shop is collapsing.