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October 22, 2020

Does Your Support Tool Track the Right Data? It Matters More Than You Think

Reporting matters, especially when it comes to your organization’s support tool. And we’re not talking about mere reporting capabilities—we’re talking about the specific data your platform yields. It’s easy to overlook analyzing such data, because it adds yet another to-do. It may even lead you to come to terms with the fact that operational changes […]

October 15, 2020

5 Insights from Our Founders: How Remote Work Affects Tech Adoption

This year’s events have led us to reevaluate technology’s role in business, work habits, and our sense of connection in a remote world. In an environment where we have been forced to rely on technology for every aspect of our work, we’ve seen positive changes in regards to technology adoption that will last well into […]

October 1, 2020

Staying Connected When the Water Cooler’s Gone

Missing chats in the office around the proverbial water cooler? Your company’s “water cooler” might have been the break room, a sitting area, a coworker’s desk, or even the hallway. These places we gathered for informal conversation are gone, and now it’s difficult to connect with coworkers outside of formal Zoom meetings and phone calls. […]

September 25, 2020

Is the Demise of Email on the Horizon?

With the advent of texts and communication apps like Slack and Teams, email began to decline. Now we have alternative, more effective ways of communicating that are easier for the recipient. Glancing at a text message in a meeting is no big deal. However, people get dozens of emails per day, some of which are […]

September 17, 2020

How to Champion Informed Decision-making at Your Organization

Making business decisions with the wrong information can be disastrous. Not judgment decisions, but tactical decisions we make after receiving incorrect information or advice. Have you ever unknowingly asked the wrong person a question and got a wrong answer? Perhaps you’ve struggled to find anyone who could answer a question and you simply made a […]

September 10, 2020

4 Ways to Improve Customer Service & Loyalty

Customer service is a differentiator that has the power to set you apart from the competition. In the long-run, the way you treat and interact with customers can make or break your company. It’s hard to remain successful without thoughtful, responsive, and effective customer service. In fact, it’s nearly impossible unless you’re monopolizing the market. The entire […]

September 2, 2020

Need to Make Business Changes During Hard Times? Start with Support

With all the change this year has brought, companies have had to react quickly and make important decisions in a short amount of time. Leaders are figuring out ways to ensure their employees are taken care of and how to maintain operations in the current climate. It’s not easy and many people are running out […]

August 19, 2020

The CIO’s Perspective: Why Companies Are Hanging on to Outdated IT Ticketing Systems

IT help desk ticketing software made its debut in the late 1980s when workforces shifted from ledger paper and typewriters to computers. New technology was an enigma in the 80s and the workforce needed hand-holding. Consequently, large corporate IT departments adopted help desk ticketing software to manage the onslaught of issues reported by the end […]