The main focus of B2B companies is to offer unmatched support to their customers. Failing to do so will increase the likeliness of customer churn and also damage their reputation.That’s why an increasing number of businesses are leveraging AI every year to enhance their brand and provide a level of support required to stay competitive. In Part 1 of this series we introduced the first two of five ways AI is impacting the B2B customer support sector. Here are next three ways.

A Censuswide study found that only 24% of decision-makers at surveyed organizations were confident in their data literacy. That means over 3/4 of respondents might be making business decisions based on potentially inaccurate data interpretation. Data literacy is the ability to accurately read, analyze, and apply data. It’s a crucial skill for team members of all levels.

Internal support teams receive an average of 492 tickets per month (Zendesk). 69% of internal support tickets are resolved in one touch (Zendesk). It takes an average of 24.2 hours to provide a first response to an internal support ticket (Zendesk). Given that 69% of internal support tickets are solved in a single communication, a first response time of 24 hours seems high. It suggests that internal help desk teams may be too busy to respond to queries quickly.

Statistics show 88% of HR teams consider employee engagement a strategic priority for their organization. Employee engagement is a workplace method designed to improve an employee’s outlook on the company and invest emotional interest in the organizational goals. If the right employee engagement methods are used, employees will be ready to push their limits and work towards the organizational goals, driven by a sense of personal interest in their work.

Did you know that 50-60% of today’s organizations still rely on manual Identity Access Management (IAM)? While password management technologies like LastPass enable administrators to provision and monitor users across IAM applications, it requires admins to manually change these factors for each individual within the organization. This system can lead to lapses in access restriction and ultimately large losses in time, money, and security.

This year’s State of Project Management Survey reveals that only 23% of organizations complete projects on time, with just 43% staying within budget. But how to turn things around and improve the way we execute projects? While no two projects are ever the same, many common threads can still be found in successful projects. According to a 2018 report from the Project Management Institute, controlling the project’s scope is a universal top driver of success.

It’s fashionable in the tech world to say that you’re cool with failing. But failure leaves a bad taste in your mouth. The only way to get it out is to prove you’ve learned from your mistake. In that spirit, I recently kicked off a discussion amongst the engineering teams at Atlassian about setting deadlines for the sake of deadlines and, worse, prioritizing that deadline above customer value or the overall health of your product (and team, for that matter).

Chances are, your company and team priorities have changed since the beginning of this year. And you’re not alone—45% of global companies say their goals have changed at least once since moving to remote work. Without a clear communication strategy, it can be difficult to know how these new priorities impact individual work. Communicating team goals and aligning as a team is already hard to do when you’re working together in the same office.

In a previous article, you learned how to receive data from an external source. In this article, you learn how to send a request or data to an external source using outgoing webhooks. As you learned from the first article in this series, we already receive alerts in Mattermost when the temperature of our fridge is too high. But what if we want to send a request to our fridges to give us the current temperature?

Businesses are always looking for the best ways to accommodate their customers’ needs. And in this fast-paced world, they should be able to satisfy customer demands as soon as possible. Fortunately, there’s technology to help you with that. In a joint study by Avanade and Sitecore, 52% of businesses use technology to help deliver better customer support operations. As the world gets increasingly digital, service providers should deliver support through these channels.