Across industries, people tend to fall into the habit of using acronyms to describe common concepts they encounter. Customer service representatives are no exception. But anyone new to the industry or trying to understand it from the outside, acronyms make communication confusing and difficult. And even people who have worked in customer service for years may still come across the occasional acronym that leaves them scratching their heads.
As an ITIL-aligned, ITSM system, the emergency services were impressed with our flexible approach in fulfilling their needs, our cost-effective high quality solution and top support. It’s critical for each service to keep up with technology, given the thousands of technical incidents being handled every year. Having a best-in-class IT Service Management tool is imperative to the successful running of their systems.
Geckoboard makes it easy to share your important metrics - whether your team are co-located or remotely distributed around the world. When you all share an office it's simple to put your dashboard up on a TV for everyone to see, but fostering that same culture of transparency and focus can be harder when you’re limited to communicating via Slack, email, and remote meetings.
Working as part of a distributed team at a large organization is rife with challenges. In this webinar, you’ll hear from three key members of the Mailchimp team – a project manager, UX researcher, and service designer – on how to boost efficiency, creativity, and alignment using Miro’s collaborative online whiteboard.
A decade ago, we created Asana to help the world’s teams work together effortlessly. Our mission continues to drive everything we do, because we continue to be inspired by the work your teams do.
The customer service industry is continually evolving. It seems like every day there’s a new social media platform your agents need to adopt to stay relevant to your customers. The good news is, one thing hasn’t changed: People still prefer a phone call over any other customer support channel. (Yes, even millennials.) If you want to win over your customers for life, you need to offer exceptional over-the-phone customer support.
The customer service requests your agents field have something valuable to tell you about your customers, product, and business. More than that, the cumulative data produced by your customer service tickets can reveal key insights. But for your business to learn from the information included within all those requests, you need a good method for tracking and analyzing them.
Freshworks is extremely passionate about customer happiness and we love resolving customer problems quickly. Our customers create tickets when they face a problem or want a question answered. This article talks about how our support and engineering teams from one of our core products work together to solve these problems quickly and create moments of wow for customers. How we handle tickets
In the first two installments in this series, you learned you learned how to send alerts with incoming webhooks and request data with outgoing webhooks. In this article, you will learn how to set up a slash command. Slash commands are very similar to outgoing webhooks and even a little more powerful. To show their power in action, let’s find out how to use slash commands to request the temperature of a specific refrigerator.
