New Articles from the
Blog Factory

Regardless of company size, HR work is an essential part of business operations. As organizations grow, HR teams face a rising volume of employee inquiries, often at the expense of strategic initiatives. Instead of focusing on driving company growth and culture, HR professionals become overwhelmed by repetitive questions and administrative tasks. However, a more effective approach exists to streamline these processes and unlock your HR team's full potential.

Response time in customer service is a crucial factor for customer satisfaction. Customers expect quick responses, which increases the pressure on support teams. Text modules provide an efficient solution to speed up communication and save time. At the same time, they ensure a uniform and consistent quality of communication.

Excellent customer service is no coincidence. It starts with the careful selection of the right employees who bring much more than just technical know-how. A strong support team combines various talents that impress both on a professional and human level. From the creative problem solver to the patient explainer – learn how the right team composition can delight your customers.

Emails are an important communication channel in companies. However, meeting invitations, inquiries, and project discussions pile up in the inbox, obscuring the view of relevant tasks or priorities. So far, only a few companies have realized that the future of communication can work without emails. The advantages of email-free communication are downright liberating.

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?