As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need (especially with 75 percent of executives looking to actively implement AI in the next three years). The benefit of customers engaging with these tools means that agents can get involved with fewer support requests and focus their attention on the ones that truly need a human touch.

The answer is: “Yes, but it depends on the app being used!”. Public sector employees are no different to their private-sector counterparts in that they’re demanding more modern, mobile solutions for collaboration and communication. However, without clear direction from ICT leaders, many are becoming reliant on consumer-grade tools that put data, and digital compliance, at risk.

Any talk of security usually defaults to external threats. But what about threats from inside of your firewall? How often do you consider those? Of course, no one likes to think of their employees as untrustworthy, but the reality is that employees are responsible for 54% of data breaches. And while many of these threats are simply down to negligence (an employee being compromised by a phishing attack, for cexample), a large amount involved malicious intent.

Happy agents, happy customers, right? That’s the premise that Zendesk was founded on, and over a decade later, our ease of use is still one of the top reasons that businesses love our customer service and engagement platform. Today we have news: We’re sharing that love with another—related—part of your business: the sales team. Zendesk announced today that we are acquiring Base.

Some businesses are hesitant to invest in customer service and see it essentially as a necessary (but annoying) expense. This is a mistake. Although building an excellent support team and providing them with the tools that will help them effectively assist your customers does require an investment, it’s an investment that can have significant returns, especially in the e-commerce business. In fact, when done correctly, excellent customer support can actually increase your revenue.

How to boost productive at work is not a rocket science. However, many people fail to ace it. Incorporate these productivity apps and tips in your workday to increase the flow and be a ninja! You commence each day with a perfect plan to get things done but soon find yourself becoming distracted. Even the card-carrying employees may feel agitated while concentrating or meeting the deadlines from time to time. On the other side of the coin, some feel that they do not have ample time to do everything.

A new term, customer health, is all about monitoring the customer relationship to ensure it remains in a vibrant state. Because not all businesses are receptive to proactive support or additional conversations, the concept of customer health has evolved because it allows a business to further understand the impact of their interactions.

No matter what you do, your customers are going to need help using your SaaS product. It’s just a matter of time. Even Apple, the world’s first trillion-dollar company, needs to offer support. In some sense, you can think of your customer support like an Apple repair store for your SaaS product. And when the competition is tough, you need ways to differentiate your support.

Imagine the scenario. Your most valued client receives an email from you requesting an invoice payment. Being the great client that they are it’s processed promptly! The trouble is, that email wasn’t really from you. It was sent from a cyber attacker who’d gained access to your corporate network and spoofed your identity – tricking your client into making payments into criminal accounts.

When we think of effective collaboration, we know that the whole is greater than the sum of its parts. In other words, when you align your efforts, you can reach amazing results. Unfortunately, this is easier said than done, and collaboration has always been surrounded with enormous obstacles, one of the biggest being organizational silos.