New Articles from the
Blog Factory

68% of customers consider self-service options a form of customer service.
If you’ve been following our social media, you’ll have read this before. The essence is clear: Customers are becoming more independent. Instead of reaching out to your Helpdesk Heroes, they’d rather find the solution themselves. Let’s take a look at the resources they need for this.

As your business grows, customer requests and demands increase. To meet the growing expectations, you need a strong Support team that is fully dedicated to your customers' wishes and problems. We tell you what to look for when setting up your dream team and which skills are urgently needed.

It catches you by surprise, arrives with full force, and causes quite a frenzy: If a so-called "shitstorm" arrives, press officers and company spokespersons need to be prepared. Good crisis communication can help prevent further damage, so having a plan at hand is recommended for when disaster strikes.

From acquisition to retention: The topic of customer loyalty is an important component in the areas of Marketing, Account Management, and Support. Placing advertisements has long since ceased to be enough to maintain a valuable customer pool. Instead, businesses convince by offering a genuine added value, which will increase customer loyalty.

Proactive support – that’s what customer service is currently all about. The idea is to anticipate problems and to provide solutions even before your customer starts looking for them. But how do you achieve that? We’ll share some tips from our Support routine.

Discover new sides to your Zammad customer interface. As a valuable connection between your organization and your customers, it's the core of all communication. We'll show you how to make the most of it.

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.

Meet Mantas, our colleague from Lithuania who has been an essential part of the Zammad developer team for a few years now. He's the Master of Fixing Bugs, unofficially in charge of Secret Santa, and always up for a laugh. Find out more about his life and work at Zammad in his interview!

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!

No hurdles, no barriers, no borders. The idea of a free world, where everyone has access to all resources, has always been tempting and extends into all aspects of society. However, it is often dismissed as an unattainable dream. Let's have a look at why this notion seems so impossible?

He is the inventor of both Zammad and OTRS and the brain that drives our software forward. Martin Edenhofer has made a name for himself in the Open Source community. Meet our Founder and CEO in this interview and catch a rare glimpse behind the scenes.

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.