Teams | Collaboration | Customer Service | Project Management

With more companies discovering the value of customer support, and how it’s now a profit center and no longer a cost center, company executives are placing a higher value on support metrics. Data is king in modern business, with more decisions being driven by analytics than ever before. So, if you’re a customer support leader, how can you maintain accurate reporting and metrics in your customer support software? Here are some of the best tactics…

Just the other day, as I was scrolling through my never-ending reading list, I stumbled upon an article on customer experience which made me raise my eyebrows. If it weren’t for two of my three mischievous puppies picking a fight over a dirty sock, I would have probably emailed the author.

Getting the right information to or from the right people in a large organization is easier said than done. True collaboration, the workflow gold standard for scaling companies, can sometimes seem like a pipe dream. To fill the gaps, many of us are inclined to include people via forwarding emails or cc’ing people on them—at times, over-including people to a fault.

Like any business, we all have different customers with different needs. Some customers have basic issues, while others have highly complex problems that can’t be solved in a single response by even your best agents.

Here are all of the great new integrations for May.

As many know, we’ve been working on a massive UI/UX refresh for Riot.im over the last few months; starting with Riot/Web and aiming to make it radically simpler and more intuitive whilst still exposing the full power of Matrix.