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Latest Blogs

­­Understanding B2B Customer Support in the UK

As technology continues to move forward, more companies are seeing an influx of international customers that didn’t exist a decade ago. For many companies based in the United States, a large percentage of their new international customers are from the United Kingdom (aka “the UK”). Made up of four countries – England, Scotland, Wales, and Northern Ireland – the UK may share a common language with the US, but there are some notable cultural differences.

New Privacy Controls for Riot!

Riot Web 1.4.0 is out today (with Android and iOS to follow shortly), landing a range of enhancements and powerful new features to make sure you’re always informed and in control of how, when, where and why your data is processed. As you probably already know, Riot runs atop Matrix and Matrix is a decentralised, federated instant messaging network.

Changes to notification behavior

Rocket.Chat has always tried to be smart when sending mobile notifications. We don’t want to disturb you with useless notifications, but we understand this is confusing to our users. Users expect notifications and think there are bugs when none are actually being sent. We have created a diagram to show the current conditions that cause Rocket.Chat to send a notification.

How we shaped Basecamp 3

Here’s a common question that’s coming up about Shape Up, our new book on product development: People in my book club love all the principles, but they had one question: How did they build Basecamp 3 doing this? It seems like all the practices are for adding features to an existing product. There’s a new appendix in the book now to answer this question: How to Begin to Shape Up: New versus existing products.

What is Workativ Assistant

In today's modern workplace environment, providing a great workplace IT support helps define a positive culture of an organization. Once your employees are given proper support, the productivity increases, naturally. In a traditional IT support model, employees spend a lot of time writing lengthy emails or making long calls with the IT Helpdesk.

How to Improve Customer Experience with Data Mining

Data mining, unfortunately, has a very scary reputation. For example, social media companies have been able to use people’s social media activity to predict “political preference, personality score, gender, sexual orientation, religion, age, intelligence, along with things like how much you trust the people you know, and how strong those relationships are.”

How to manage your product... and why Google got it wrong this time

When it comes to online tech products Google is the undisputed world leader – almost everything it launches turns to gold, swiftly becoming the industry standard. From Search and Gmail to Chrome, Docs, Maps, Translate, Drive and Google Plus the massive successes have far outweighed the failures. It only makes sense then that any insight we can get into the processes used by Google Product Managers should be treated as a great reference for how to deliver high quality products.

How can you change the appearance of your OneDesk emails?

OneDesk has lots of configurations to allow you to control the emails we send on your behalf. All these options can be fond under Administration > Email settings. These options include: You can control the content and appearance of the emails we send. All these changes can be made inside your account under: ADMINISTRATION > EMAIL SETTINGS > APPEARANCE