Teams | Collaboration | Customer Service | Project Management

Customer Satisfaction Score (CSAT) is the oldest and most widely used customer satisfaction KPIs. It’s also one of the most popular north-star metrics amongst support teams. As with all metrics, it’s not without its complications. One is how to put the score into perspective. Is a CSAT of 80% good or bad? Zendesk and ACSI have great benchmarking reports that can help with this. But, there’s a complication that’s often overlooked.

It has been nearly a year since COVID-19 hit the Western world, bringing most of our in-person interactions to a grinding halt. As face-to-face commerce became far less tenable at the old brick-and-mortars, more of our businesses moved to the virtual. With companies no longer able to greet their customers with a smile, the responsibility for maintaining relationships with customers shifted increasingly over to the contact centers.

Almost every web application needs the functionality to send transactional emails in response to various triggers. Events like account registration, password resets, purchase receipts, and user verification are among the many tasks today’s applications need to accomplish via email. These emails are crucial for notifying users of important updates and enabling key user workflows in your application. This post explores three different options for sending email from within a Node.js app.

Don’t work from bed. You want your bed to be a place of peace and calm, not work stress. Liz Grossman Kitoyi The situation we are in right now, the pandemic and our so-called “new normal”, has made some drastic changes to the global work scenario. Many global employers opt for work-from-home to save our economy from a new depression. Little did we know that we’d be facing a slightly different depression. Yes, I know, working from home sounds peachy.

If you have worked on building user interfaces for a large project, you would probably have learned the importance of component libraries. They contain a set of ready-to-use components that help you build UI fast and also maintain consistency across the entire project. Building a consistent and seamless user experience is hard. This is where component libraries can help.

In a world that is so technologically-driven, having the right customer support tools is essential to delivering great customer service, keeping employee health in check, and gaining an edge over your competitors. With the range of support tools available today — one for shared inbox, one for bug tracking, another one to allow for inter-team collaboration, and yet another one for project management — how do you identify the tools that you really need?