It’s truly difficult to put into numbers just how enormous the change represented by COVID-19 has been to us all. Seemingly overnight, the ongoing pandemic (that we’re still firmly in the middle of) changed the way we work, the way we communicate, the way we collaborate and so much more.

Mattermost has always been a remote-first company. Building a product that safely and securely allows our teams to communicate with each other regardless of geography or distance is the cornerstone of our philosophy on working remotely. Over the last year, the world of working online from home changed dramatically. Many people have been forced to move into a working situation they might not have been familiar with.

This blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives. Part 1 explores the transition of support from a reactive transactional model to a more proactive and preventive approach.

We have been running our own design and development agency for over 10 years, successfully collaborating while fully remote since long before the COVID-19 crisis—in fact, most of our international team has never met in person. Several years ago, we shifted from email to using an online chat tool. We were looking for ways to improve team communication and boost morale.