Teams | Collaboration | Customer Service | Project Management

After over a year of navigating a global pandemic without a playbook, a return to in-person collaboration and team gatherings (and hugs!) is finally in sight. Many organizations, including our own, are thinking about if and how they’ll reopen their offices and reunite their teams. We know the future of work has been accelerated, and the way we work is more global and connected than ever. As teams reunite, there will be a wider variety of work environments than we’ve seen in the past.

With a plethora of collaborative tools out there, it’s easy to become bewildered by the sheer volume of choice. What’s more, the definition of “project management” and “work management” in the context of software can be difficult to distinguish. If you’re wondering which type of solution would suit your organization, here’s a handy guide to the main difference between Project Management Software (PMS) and Work Management Software (WMS).

Companies have put customer service at the top of their priority lists for 2021, and with good reason. 77% of customers say they're more loyal to businesses that offer top-notch service. But what does great customer service look like these days? Have customer expectations changed?

Mattermost v5.34 is generally available today. This new release includes the following new features (see changelog for more details): Enterprise Edition All Editions

Have you ever interacted with a customer service rep at a Home Depot store? Or with a customer support agent online at Zappos? If you have, then you most probably fondly recall how the rep helped you find a product or solution that perfectly matched your needs. These employees create memorable experiences by putting in dedication and effort to meet all your requirements. And they do this for every customer they interact with.

It’s no secret that effortless customer service takes, well, a lot of effort. To turn an IT request into a quick and effective response, key details need to be shared between the agent and the IT team member responsible for resolving the ticket—often across multiple tools.

The current marketing environment has changed drastically. Customers are often in need of assistance and expect smooth interactions with the company. Hence, leading businesses are focused on using technology to humanize their labels and develop service models to withstand this ever-changing business environment. Surveys show that 86 percent of customers are willing to pay more for a better customer experience.

In the past, virtual events were an exclusive or niche occurrence, hosted by organizations with the resources and the tech to coordinate them well. Today, digital events have become more normal than convening physically. For over a year now, the coronavirus pandemic has completely shifted the events landscape, and companies have had to get creative about making virtual events worthwhile and engaging for their customers.

Best practices for setting up your workspace’s channels, including when to create new ones and how to name them