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Related terms, different focuses: Although customer service and customer support pursue the same core goal—customer satisfaction—they employ different approaches to achieve it. To ensure that both departments support each other rather than get in each other's way, it is important to understand their parallels and characteristics.

Traditionally, work has dictated the daily schedule, and personal life had to conform to it. In today's professional landscape, employees increasingly prioritize work-life balance. Remote work, in particular, has emerged as a cornerstone of modern work culture. This shift challenges team leaders to adapt their leadership style and foster cohesion among geographically dispersed staff. Here are six tips to help you succeed!

Guidelines or New Rules: Customer service training is often intense and requires a lot of concentration. A humorous approach can help make learning more enjoyable and effective. These five YouTube videos will surely lighten up dry training sessions.

A picture is worth a thousand words – this is also true for emojis. These small graphic elements have become an integral part of our digital communication and are increasingly being used in customer communication. In this article, we delve into the fascinating world of emojis, exploring their origins, their impact on communication, and their significance in customer service.

Many Zammad users are well acquainted with the system's documentation. But probably only a few know the creative mind behind the scenes who keeps it up to date. It's time we change that. In the interview, Ralf explains exactly what his role as a Technical Writer involves, what standards he holds for his own work, and how he manages to bring a breath of fresh air into his daily routine.

Zammad's feature catalog offers a wide range of functionalities, the use of which varies depending on the industry and use case. However, some features are particularly popular with our customers. Based on the numerous customer stories, we've compiled the top 5.

Choosing a helpdesk software is also a strategic decision for any company that wants to offer top-notch customer service. In addition to finding the right provider, many companies face the question of which solution is best for them: hosting on-premises or in the cloud? Both SaaS and on-premises have their advantages and disadvantages. But which of the two options shows clear strengths?

Meet Dusan, our colleague from the software development team at Zammad, whose diverse interests range from complex problem solving to amateur astronomy. In this diary entry, Dusan shares insights into his work, his lifelong learning strategies, and the benefits and challenges of working remotely. He also talks about his passion for stargazing and his idea of teamwork.

The thought of artificial intelligence evokes mixed feelings in many people - between the hope of a smart assistant and the fear of not being able to keep up with the new technology. On closer inspection, the apparent mystery of AI turns out to be a welcome opportunity for the future, which still needs time to mature in many use cases.

In Zammad workshops, customers increasingly ask me the question: "What options are there for automating workflows across applications?" An understandable request, since the benefits of workflow automation are obvious: complicated business processes can be simplified and easily managed. I have found a simple solution for this.

More and more companies are expanding their communication channels to include WhatsApp to send updates about products and offer customer support. However, the expectations and etiquette in customer service via the messenger differ from traditional channels such as email and phone hotlines. We provide you seven practical tips on how you can successfully integrate WhatsApp into your customer communication.