The new rules for customer service outsourcing in a changing world Customer service teams have seen an unprecedented level of disruption this year. Some have had surges in ticket volume, while others have seen business plummet. Agents have to do more with less, all while they’re adjusting to working from home. Regardless of your specific situation, you may be considering customer service outsourcing as a potential solution.

Efficient and frictionless communication has always been an important concern for our company, Quera. In the past, we have had problems using various communication tools. But after finding Mattermost, we knew it was a perfect fit. Now, we use it extensively as our main team collaboration tool.

Many companies are very skeptical about remote work – most do not understand how to control employees at a distance and at the same time maintain a productive working rhythm. In 2009, IBM devised a policy to allow 40 percent of its employees worldwide to work remotely. But in 2017, as the company’s revenue start slumping, the management pulled back its decades-old remote work policy. IBM said that the marginalized feel makes remote employees less loyal.

Since our product conception, it has undergone a massive evolution. Rocket.Chat went beyond the messaging world, becoming a truly versatile platform able to support the entire customer relationship experience and cross-company communications, considered by Capterra’s users one of the best remote work platforms in 2020. Having evolved into such a comprehensive platform, renewing our brand seemed the next logical step to reflect our values better.