New Articles from the
Blog Factory

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.

Every employee wishes for a healthy work environment. However, sometimes excessive stress, a high workload, and self-sacrificing commitment can lead to sudden burnout. We provide you with practical tips and actionable tools on how to actively prevent this development in your support team.

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.

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.

The open source community, once dismissed as a niche, now globally provides a vast pool of ideas and knowledge. Open Source has evolved into a treasure trove of experts and know-how, ensuring collaborative project development on a solidarity basis. Our article explains the advantages that this consolidated knowledge brings.

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.

Gerrit is our consultant and has the exciting job of exploring the diverse deployment scenarios of Zammad. He skillfully translates customer requirements and needs into the ticketing system. The more complex the use case, the better! Gerrit thrives on challenges, even in his free time. His impressive track record in various games speaks volumes. What drives him beyond that, he reveals in this diary entry.

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.

Get off to a flying start in support! A 30-60-90-day plan can help make the start in the company as pleasant as possible for new colleagues and team members. With such a plan, managers set realistic expectations and clear goals to ensure that new employees can get started right from the beginning.

With the conclusion of a successful year, we sincerely thank all customers and users for their loyalty and support. Some team members have stepped in front of the camera to personally wish you a Merry Christmas and a Happy New Year. Special Christmas greetings go out to the heroes behind the virtual helpdesk!

The agony of choice! The multitude of existing open-source licenses poses challenges for developers, requiring decisions with long-term effects. In our guide, we provide an overview of the most commonly used licenses and explain the foundational principles and advantages that your software can benefit from when using them.

Even as a 'fully-remote' company, we recognize that true magic happens when we meet in person. That's why once a year, we break free from the virtual world to learn, laugh, and experience the beauty of being together. Welcome to a behind-the-scenes look at our Team Offsite 2023!