Profile picture of Johanna Kiefer

Johanna Kiefer

Head of Sales and Support

„I like about Zammad that it allows everyone more than "run of the mill" support – no matter if it's a one-man online shop, a city council or an international corporation. Thanks to that it’s never boring for our team and we learn something new every day.“

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Everything You Need to Know About New Work - the Symbiosis Between Life and Work

Everything is different, everything is in motion. The working world is undergoing a fundamental change and narrowminded thinking no longer has a chance. Transformation is the keyword, and it even has a name: New Work.
New Work
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Why Home Office Needs a Clear Framework - for Employers and Employees

Working from home requires more than just the focus and concentration of the employee. Every organization that is open to progress should design framework conditions that allow collaboration on a level of trust. Find out how!
New Work
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How to Succeed in Home Office – Productivity, Rituals, and Tools

Remote work needs to be well structured to successfully coordinate employees and projects from a distance. In this guide, we explain the challenges, how to manage them, and how to make home office productive for your organization.
New Work

Why Your Knowledge Base Should Include These Formats

The transfer of knowledge is one of the most powerful levers in organizations. It makes processes more efficient, teams more productive, and helps to achieve even more innovative results. A knowledge base lets you structure the necessary knowledge and makes it accessible. Here we introduce you to the best formats and templates and explain how they work.
Helpdesk
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Helping More Efficiently: How Customer Support Works in 2021

The new year offers the perfect opportunity to give your customer support a makeover. We've analyzed what will matter to brands and customers in 2021 - and we tell you how you can transform your helpdesk into a modern support tool in no time at all. Let's dive right in!
Helpdesk

Zammad Diary: Johanna, Head of Sales & Support

Johanna is known for her positivity and enjoys interacting with customers and colleagues. In our Zammad diary, she tells us more about her role and her daily work routine in the permanent home office.
Behind the Scenes

Measuring Customer Service: The KPIs You Need to Keep an Eye On

How can you invest in the sustainable success of your organization with your support? In this article, we show you what strategic course you can set and present the most important KPIs (short for Key Performance Indicators) that you need to keep an eye on for this.
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How to Generate Enthusiasm: 5 Ways to Convince First-Time Customers

No matter what product or service you offer - it is becoming increasingly difficult to stand out on the market. Great marketing helps with the acquisition of new customers, but it will no longer excite your prospects. That's why it's more important than ever to foster a strong and close relationship with your customers. Find out five ways to win your new customers' hearts for good.
Helpdesk
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5 Ways to Write Support Emails Your Customers Will Love

Good products and appealing marketing attract customers and generate sales. However, loyal customers only stay as long as they are taken seriously. If you don't master your Support, you will face declining revenue and bad reviews. But don't worry - that won't happen to you!
Helpdesk

Get Ready for Zammad: How to Easily Set up a Helpdesk

With Zammad, you can manage all your communication channels for correspondence with customers, users, and partners via one interface. This way you'll never lose track of open requests again! Let's look at how to set up your smart support inbox and start responding to requests right away.
Helpdesk
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