As community forums become essential tools for scaling support, it’s natural for companies to need some help keeping things organized, ensuring the conversation runs smoothly and everyone can tap into the wisdom of the crowd. That’s where moderators come in: to help your community grow into, and remain, a destination.

It’s clear that feedback can – and should – be a critical part of the product management decision making process. When planning your product strategy it is essential to find out what real users think and then strike a balance between coming up with your own innovative ideas, reacting to market trends and taking customer opinions into account.

How do you easily find your way through your conversations? Ever find yourself scrolling endlessly to find the right conversation? We all do. So far we have had some ingenious hacks to help us with this. Fancy naming conventions, or our favorite, using icons for various conversation categories (think ? for bug hunting chats or ? for release and deployment chats).

There are times when a company or its support agents can be unhappy with the helpdesk they use. The reasons for this can vary – either the UI is not user-friendly, or the helpdesk does not easily integrate with other platforms, and many more. Yet, businesses tend to stick to one helpdesk despite their shortcomings – why?

Riot Web 1.5 is out now, landing our brand new message composer with improved accessibility, increased language compatibilty and enhanced stability!

If your business (being it eCommerce, brick and mortar or any other type) is going to attract and retain high-value customers, you have to offer amazing customer support. In other words, you have to build strong relationships, give your customers what they need, and show them you care. So your support team must use the best customer support tools available.

A good customer service strategy can be extremely rewarding in the age of social media. People love to publicly acknowledge when they’ve had a memorable customer service experience. On the other hand, poor customer service can make them forget all the good experiences your company has offered. Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers.

Goals are crucial for team performance and satisfaction at work. They’re also the building blocks for your business’ vision, and help your team translate that vision into reality. But setting the right goals is a fine art, and if you’re not careful it can cause more harm than good. To help you get it right, here’s a curated list of goal setting resources.

You and your team want to make the company vision a reality. To do this, you of course need a well-defined strategy. But you also need to make that strategy crystal clear for the whole company. And your team needs to feel excited by it, pull in the same direction, and have the power to take consistent action. While most companies already aspire to work like this, it’s hard to achieve in practice. Here are some of the challenges you may be up against.

Contact centers collect a range of customer data, from common support questions to customer satisfaction surveys. However, they often lack the processes to take immediate action on this data. Collecting real-time customer feedback enables service teams to instantly act on a negative interaction and save the relationship.