Along with so many dramatic changes the coronavirus pandemic has abruptly introduced into our daily lives, a lot more business has moved to the internet. Because of social distancing, millions of employees have exchanged their commutes for a home office. At the same time, all sorts of companies have seen an explosion of traffic to their eCommerce and online service sites. During this time, businesses have been forced to rapidly shift both their marketing and servicing channels.

Part 1 of this blog series explored the meanings of and differences between customer sentiment analysis and Customer Distress Index (CDI™)—customer sentiment analysis uses text to indicate a positive or negative tone to the communication and the TeamSupport CDI uses data to indicate whether a customer may be satisfied or frustrated. But why should B2B customer support teams pay attention to customer sentiment and CDI?

Exoprise recently updated the CloudReady SharePoint sensor for monitoring SharePoint Online and SharePoint 2019 Server. At the same time we separated the CloudReady OneDrive sensor to better segregate the crowd. This was a feature request that customers had been asking for. For both sensors, we upgraded the browser, improved the bandwidth (throughput) tests and a number of other enhancements. Read on for more information about new features and enhancements.

Businesses need to get used to a world where pricing is no longer the major differentiator between businesses. Customer service and experience are now the most common factors that determine customer loyalty–because it’s what makes customers stay and show their trust with repeat purchases. So, it is imperative to build customer service teams with a structured approach–addressing all the nitty-gritty of running a successful support function that delights customers.

Here are the newest integrations from Zendesk to help your agents provide great customer experiences.

Your company exists to provide products and services that fulfill your customers’ needs and provide things that they value. That may seem simple and intuitive, but how well do you really understand your customers? Are your products and services meeting their needs or are there areas for improvement? How do you compare to competitors in the marketplace? Are there issues that are frustrating customers and tarnishing their perception of you?

Lately we’ve been working on improving different parts of the Mattermost server, including our monitoring and observability capabilities. We’ve been using Prometheus and Grafana to monitor our cluster for a while now, and you can read this great post where my colleague Stylianos explains how we have them working for our multi-cluster environment.

The full article by Morten Brøgger was originally published in June, 2020 for Tool Box. The COVID-19 outbreak has forced many businesses to quickly find ways to digitize operations and implement mass remote work. However, as companies continue to grapple with keeping high levels of connectivity and productivity, cyberattacks have increased by an estimated 400%. The scramble to provide solutions for employees working remotely created a boom in collaboration platforms.

When the Coronavirus pandemic hit and the world went into lockdown, as many as one-half to one-third of workers in the United States began working from home full-time. Some people have loved it, but others have felt lonely, unproductive, and stressed while working from home with kids. As we’ve learned more about the virus and states have published reopening plans, many knowledge workers in the U.S. are ready (or being asked) to return to work.

It's been swell, spreadsheets, but it's time to bid you adieu. Here's why spreadsheets limit, tether and confine PMs to a bygone tool that simply can't keep up with their needs.