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2024 was a year that made us at Zammad proud in so many ways. From highly anticipated feature releases to a growing team – we achieved a lot together. It’s time to look back at the highlights of this exciting year!

Digital transformation in education presents both opportunities and challenges. For Philomath School District—serving 1,600 students across six schools—this journey requires strategic vision and practical solutions. Our interview with Joshua Martin, the system administrator of the school district, offers an insider's perspective on navigating the digital frontier, overcoming technological hurdles and leveraging tools like Zammad to achieve digital sovereignty.

Digitalization offers immense opportunities for businesses: more efficient processes, innovative business models and new growth perspectives. However, digital progress has its downsides - the increasing energy consumption of data centres puts a strain on our environment. Find out how cloud hosting can modernise your IT and reduce your ecological footprint at the same time.

The more a company thrives, the heavier the workload becomes for individual departments. Tasks that were previously handled with quick communication and solved through brief discussions between colleagues now involve more people and require more time. To maintain an overview and ensure operations continue to run smoothly, it is worth integrating a ticketing system.

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.