New Articles from the
Blog Factory

Prioritizing tasks and working through them works wonderfully in theory. The reality, however, looks much different. Distractions lurk everywhere, squeezing between the will to work productively and the actual goal. That's why we're presenting five proven time management methods that are guaranteed to keep you on track!

As a support agent, you have your hands full helping your customers. It's about time someone gives you a hand! With Zammad, you work through all requests in an organized and strategic way. Here we'll introduce you to the tool and its navigation elements, and explain how they can help you in your daily work.

Take a product that gets better and better from version to version thanks to the collaboration of its own users, add a future-proof business model, focus on the successes of the community - and there you have the perfect open source philosophy. In this article I would like to share the most important components of our DNA with you, so you can apply them yourself right away.

In recent months the advantages of the home office have been proven in many companies - more or less voluntarily. Nevertheless, there are still doubts that the knowledge level between individual team members is no longer synchronized as a result of the free space created. Our five tips show how it still works!

Changing customers' minds can seem impossible at times. But there are steps you can take to make your customer service far more persuasive.

Zammad supports the Open Source Philosophy – and, as a result, relies mostly on free tools. Find out why we’d recommend the same to you, and which tools tips we have.

A growing community of entrepreneurs swears by the maximum openness of organizations, business processes, current challenges, and success metrics. We had a look at why it can be worth sharing all these "company secrets" with the world. And who knows, maybe for it's something for you, too?

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.