Teams | Collaboration | Customer Service | Project Management

It can be hard to predict, especially in the tech industry, the jobs and skills of tomorrow. Still, it’s possible to build a solid foundation in the meantime—especially for those honing widely applicable skills as front-line support agents. Take it from Leah Guest, whose training ground in Tier 1 support became a jumping-off point for her current position as a Voice of the Customer Platform Coordinator at Zendesk.

Asking for help should be easy. And fast. Faster than typing out emails. Faster than opening chat windows and typing out the problem. And faster than opening an app and searching for the solution. Can your customers ask for help easily? And how fast can you deliver? Till recently, it was difficult to furnish this instant voice support in a scalable, accessible way. Then voice bots came along.

To build best-in-class teams, win the competition, and, ultimately, create the next big thing, organizations are hiring talent from all across the world, making teams increasingly distributed. Some companies open hubs in booming cities to attract professionals from the region. Others, many of them leading tech companies like Automattic, Buffer, and InVision‚ prefer to create fully distributed teams, allowing their employees to work from anywhere.

Live-chat is a stellar way to improve customer service and support success for any business. And increasingly, chatbots are becoming a way to automate vital business interactions with potential leads and customers any time of the day, even when workers aren’t present. Typically, to fill live-chat spots, you will need more manual labor. More employees and increasing overhead.

Businesses are more likely to build a real connection with their customers when their outreach is personalized. To send a thoughtful message at the right time can make a customer think, “Oh, perfect timing” and want to follow-up. But how can it be done in a way that accommodates a large customer base and in a manner that benefits the customer experience?

Digital transformation is more than just optimizing your existing modus operandi with new technology and tools – it’s about creating a sweeping change in the way that you do business. As technology has become omnipresent in consumers’ day to day lives, the way they interact with businesses needs to change to keep up.