Working remotely has become the new normal in light of the ongoing pandemic. That being said, some people have found themselves struggling to make the transition. Many have already fallen victim to burnout due to the shift in work environments. However, certain software can make collaboration a lot easier. Communication apps like Slack help you stay in touch with your coworkers even when you’re all working from home. Still, not everyone will be compatible with it.

Whether your ecommerce company is just trying to keep things ticking along, or one of the lucky ones with increased demand, it can be hard to stay focused on your customers. In both cases, you’re much busier with day-to-day stuff, and handling more inquiries. You’re also trying to seize opportunities that will boost your business. Amidst all this, you don’t want to lose sight of what your customers actually need.

Last week, the leading software review platform Capterra announced that Rocket.Chat has been named Top 20 in these two categories: Top 5 Most Popular Live Chat Softwares, Top 20 Most Popular Remote Work Softwares. Capterra is a free online service that helps organizations find the best tech solutions to succeed. We are humbled to see our efforts recognized by such a well-known authority for tech platforms!

What began as a joke about how convenient it would be to eat coffee on the way to class became somewhat of a dorm room experiment that led to the creation of Eat Your Coffee. Since then, we’ve grown our team and EYC (Eat Your Coffee) has scaled tremendously. We also moved to being a 100% remote company a few years ago with the help of a handful of tools, including Asana.

Increasingly, customers are expressing their strong, independent selves by helping themselves and solving problems on their own. In fact, high performing customer experience teams are 76% more likely to offer self-service for just this reason, according to Zendesk’s Customer Experience Trends Report, 2020. However, simply offering a standard knowledge base portal isn’t enough—the design of your help center affects your customers’ experience with your brand.

With how fast industries move, technologies advance, and current events shift, organizational change is now a normal part of doing business. But change is rarely easy. And the bigger and more complex a business is, the more challenging it is to implement change effectively. Yet the ability to incorporate necessary changes into how you do business plays a direct role in long-term success.

Customer service is not as easy as you think it to be. Since customer service represents the face of your company to customers, your support team should be very careful when handling customers and customer issues. One wrong move and it can bring down the reputation of your company. Whether you’re considering a career in customer support or you are looking to hire a customer service representative, here is what you need to know.

On Monday, March 16, 2020, I had the privilege to (virtually) join Shota Gvinepadze and his students at the Free University of Tbilisi and speak about “Advanced Git @ Mattermost” for a portion of their class time. The following are my speaking notes from the session, slightly modified from the original slides for this format. Keep in mind that the command line examples are illustrative of my workflow, and not meant to be run in isolation.

Ryan Ogilvie is an expert in the IT service management space. Ryan has been working in the industry since 2006 and has been recognised by HDI as a top 25 thought leader. With a passion for sharing knowledge, he aims to help businesses leverage service management best practices. The opportunity arose for Ryan to independently review HaloITSM and knowing his expertise, we were excited to see his thoughts. Now available, we have published Ryan’s review below.