Teams | Collaboration | Customer Service | Project Management

Every startup dreams of making it big, but even now with so many examples, it’s difficult to pinpoint what exactly gives a unicorn its horn, so to speak. That’s why we decided to study startups, including some who went on to become unicorns. For our Startups CX Benchmark Report 2020, we examined over 4,000 startups to determine whether there was a connection between startup growth and customer experience (CX) investment. Spoiler alert: there was.

A lot has changed since our initial COVID-19 update, but we still feel strongly that in order to make it through this crisis and keep our business moving forward, we need to prioritize the wellbeing of our customers, our employees and our communities. We remain committed to keeping our customers at the center of everything we do. That includes investing in both our products and our people.

Using Slack to communicate with your on-site or remote team? Slack is a name that’s synonymous with text-based, workplace communication. But did you know that with the right integrations, you can even track time in Slack? In this article, we’ll first highlight why you should set up Slack time tracking. We’ll also highlight the best integrations that can help you easily track time in Slack.

We began this blog series with Part 1 on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. In Part 2 we explored how to use reporting to determine how happy your customers are and what to do if they’re not. We conclude this series with Part 3 where we walk you through how to make strategic business decisions based on trends.

The two words that every Rocketeer loves: New Release! In Rocket.Chat 3.6, as usual, we have a lot of exciting new features, improvements and bug fixes to tell you about. To make sure you don’t miss a thing, we selected the most important features and listed them below. In this month’s release, all of the features and improvements can be enjoyed by everyone – everything is available on our Community version. *If you wish to view the complete list of updates, click here.

When’s the last time you called a major corporation and hung up, thinking, “Wow, what amazing customer service!” Mature enterprise companies often struggle to meet customer expectations. They’re often slow to integrate their customer service software with new support channels and integrations. Partially, this is because legacy brands still rely on the traditional methods they were founded upon.

Mattermost and Jitsi—open source, self-hosted alternatives to Slack and Zoom—now integrate! With the Mattermost Jitsi plugin, Mattermost users can now instantly launch secure Jitsi voice, video and screen-sharing calls, either on-prem with the self-hosted Jitsi software or via the cloud with Jitsi Meet.