Teams | Collaboration | Customer Service | Project Management

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.

In November of this year, CIO Review will feature TeamSupport as a Top 20 CRM Solution. They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationship in Part 1 of this series. CIO Review continues its Q&A with Eric in Part 2 where they discuss current trends and the future of B2B customer support.

When we created Element we defined one of its primary goals as supporting and growing the Matrix ecosystem. So when GitLab proposed that Gitter, the leading developer-focused chat platform, could be stronger as part of the Matrix network, we knew we couldn’t miss the chance!

The market research firm crunches the numbers to show how Slack pays for itself – several times over

If you had to guess, how much time do you think you spend on manual work? Looking back, it doesn’t alway feel like a lot, because “manual work” can take so many different forms: setting up documents, routing work, creating reports—the list goes on. But manual work is a huge contributor to work about work, the busywork that takes up 60% of every workday.

At its core, a digital transformation is all about taking the business you have today and helping it evolve into the organization you WANT to be running tomorrow through a newer and more innovative approach to technology. It’s a way to modernize your infrastructure, improve user experience, and create a bold new company culture — all at the exact same time. It is possible to get this all wrong, however, and the results could be disastrous if you’re not careful.