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Improving Public Services: How Zammad Powers Government-to-Citizen Communication

The digital transformation of public administration is gathering pace. An increasing number of public services can now be accessed online, from updating your address to applying for a driving licence. Yet, despite this growing number of digital forms, many citizens remain frustrated. What is often lacking is clear, consistent communication throughout the process. The City of Munich demonstrates how Zammad can address this issue.
Customer Service
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Best of 2024: Our Most-Read Blog Posts

The old year is behind us. For 2025, the pages are still mostly blank. New projects and exciting challenges lie ahead, ready to be shaped by the experiences of the past 365 days. To provide the best foundation for these endeavors, we've compiled the Top 10 most popular blog posts from 2024 as a starter knowledge pack.
Customer Service
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12 Essential Text Modules to Elevate Your Customer Service

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.
Customer Service
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5 Types of Employees: Building the Perfect Support Team

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.
Customer Service
Puzzleteile

Customer Service and Support: A Dynamic Duo for an Exceptional Customer Experience

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.
Customer Service
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Customer Service Videos: Support Staff Training with Humor

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.
Customer Service
Emojis picture

The Small World of Emojis and Their Big Impact on Customer Communication

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.
Customer Service
origami shapes

Using WhatsApp successfully in Customer Service: 7 practical Tips

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.
Customer Service
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Integrating Omnichannel Strategy for an Unparalleled Customer Experience

Digital customer service means complementing service channels without replacing traditional ones. A well-thought-out omnichannel strategy enhances the customer experience and promotes seamless support as well as strong customer loyalty. Learn how to effectively integrate support channels to foster consistent and connected communication.
Customer Service
Paper Airplanes for blog about Customer Data Integration

Maximize Customer Support through Data Integration

In our fast-paced, hyper-connected world, the bar for customer service is constantly being raised. Customers want their support issues resolved quickly and efficiently, regardless of the channel they choose to communicate through. Meeting these expectations poses a challenge for many businesses. That's where the power of data integration shines. In this article, we'll explore how combining the capabilities of Zammad and Skyvia can significantly enhance the customer experience.
Customer Service
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Customer self-service: How to help customers help themselves

When challenges obstruct progress, tips and tricks from support can help. However, solving questions and problems independently often promises a greater sense of achievement, and users usually find it to be a faster way to reach their goals. It is important to know which types of support are most useful to customers and offer added value.
Customer Service
Customer Service Blog Image

The Key Trends and Statistics in Customer Service

The year 2023 is in the books. It's time to reflect on the past months and shed light on trends and topics that held particular relevance in customer service. Forbes, the business magazine, has reached out and surveyed customers about their wishes and expectations regarding service offerings. The result highlights which points should be definitely considered in the new year and beyond.
Customer Service
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