What does a successful customer support team look and feel like? How can we manage delivering the best customer service while experiencing rapid growth the changes that come with it? What are the skills managers and agents need to better understand and support the agent experience? In this guide, we provide tools and frameworks to structure your support team based on what leaders have learned from their experience here at Zendesk. We practice these strategies as our own customer support team changes to keep up with the pace of the company’s growth. Identify the roles, teams, and tiers A good team always starts with establishing a strong foundation. First, identify your company needs and circumstances. For example, if you’re a software company, will most of your tickets be technical issues? What about if you’re a retail company? If your company were to categorize your tickets, which would have the highest volume? This will provide a starting point to manage expectations, and define the roles, functions, and teams that are needed to meet and support those needs. Zendesk’s Customer Advocate teams are organized into three team tiers to manage complexity by segmenting tasks and focus areas. Tier 1 answers general product
A lot of business people wonder if they really need a mobile app for their business. This question is running in their brain everyday. This is because the usage of mobile app by consumers is growing very fast. We found an article written by Melanie Haselmayr, transparenthq founder. Melanie is an analyst specialized in technology trend in business. The key point is own mobile app is not the issue of the size of business anymore. You are not necessary to have the same size as Walmart or Bank of America that need mobile app. Below is what Melanie explained clearly. If you think that mobile apps are solely for big name brands like Walmart and Bank of America, you are wrong. More and more small and midsize businesses are following the mobile trend, understanding that an effective mobile strategy involves more than just a mobile-friendly website. In fact, these days you’ll notice that many small businesses you interact with in your everyday life have their own dedicated mobile app — be it the corner coffee shop or the beauty spa downtown. These companies are ahead of the game when it comes to taking their marketing to the next level. In case you are
Recently we found an article of Silvio Porcellana is the CEO and Founder of mob.is.it, which is very interested. This really answer the questions of many business people if we really need our own mobile apps. The statement is starting from why we do need mobile app. Below is what Silvio addressed: If you were under the impression that mobile applications are exclusively for the household-name brands with a seemingly endless supply of marketing budget, check your calendar as you may still be living in 2010. In the last 6 years, the mobile app industry has seen some tremendous growth, with both Android and IOS stores boasting over 2 million applications as of 2015. It seems in fact that more and more small and medium sized businesses are looking to capitalise on this growing trend by developing a mobile application of their own, but how could your business really benefit? Well considering over 70% of people in the UK own a smartphone and download applications on a regular basis, you could potentially be missing out on a fair chunk of business, so if you’re interested in joining the mobile app train, let’s see what we can expect. APPS ARE AN EFFECTIVE
The faster new employees are onboarded, the faster they feel they’re part of the team and can contribute to your company’s mission. Here are a few tips to help you onboard new employees without a hitch. 1. Set up an onboarding checklist, save to Team Drives To help new employees get up-to-speed quickly, create centralized resources like an onboard checklist or company backgrounder in Google Keep or Docs. Your new team member can track to-dos by listing out key tasks in Keep. Create a note in Keep and select “Show checkboxes” in the three dots menu. Type in to-dos like “set up HR benefits,” “outline goals” or “meet with Anish about process.” Pro-tip: Keep integrates directly into Docs. If you’re in Keep, pick a specific note, click the three dots menu and select “Copy to Google Doc.” Or if you’re in Docs, drag-and-drop your note over from Keep. You can also prepare a more detailed company background for your teammate in Docs. List upcoming projects, assign action items or include other reference material like key contacts. Once you’ve created these resources, be sure to save them to your Team Drives so that the “newbie” knows where to find or upload
Security doesn’t have to be complicated. With G Suite, admins can manage and help protect their users with minimal effort because we’ve designed our tools to be intuitive—like Vault, which helps with eDiscovery and audit needs, and data loss prevention, which helps ensure that your “‘aha”’ moments stay yours. Here are some key security controls that you can deploy with just a few clicks to get more fine-grained control of your organization’s security. 1. Enable Hangouts out-of-domain warnings If your business allows employees to chat with external users on Hangouts, turn on a setting that will show warnings to your users if anyone outside of your domain tries to join a Hangout, and split existing group chats so external users can’t see previous internal conversations. This substantially reduces the risk of data leaks or falling prey to social engineering attacks (From the Admin console dashboard, go to Apps > G Suite > Google Hangouts > Chat settings > Sharing options). 2. Disable email forwarding Exercising this option will disable the automatic email forwarding feature for users, which in turn helps reduce the risk of data exfiltration in the event a user’s credentials are compromised. 3. Enable early
Check your schedule. Starting today, a fresh look and new features are coming to Google Calendar on the web to help you manage your time more efficiently and get more done. We’re taking a lot of what you know and love from Calendar’s mobile application, like the modern color palette and sleek design, and bringing it to the web with a responsive layout that auto-adjusts to your screen size. We’ve also added more features for enterprises to help teams schedule and prepare for meetings. Over the years, you’ve shared valuable feedback on how we can enhance Calendar to better fit your needs and we’re excited to bring new improvements. Now, it’s even easier to manage your schedule at your desk. In the new Calendar for web, you can: See conference room details when booking a room. G Suite admins can now enter detailed information about their organization’s meeting rooms—so employees know where a conference room is located, how large it is, and whether it has audio/video equipment or is wheelchair accessible. Employees can simply hover over the room name in Calendar when they want to book a space, and a hovercard will pop up with details about the conference location and resources. Add rich formatting and hyperlinks to your Calendar invites.
Twenty years ago, the spacecraft Cassini launched from Cape Canaveral on a journey to uncover the secrets of Saturn and its many moons. During its mission, Cassini recorded and sent nearly half a million pictures back to Earth, allowing scientists to reconstruct these distant worlds in unprecedented detail. Now you can visit these places—along with many other planets and moons—in Google Maps right from your computer. For extra fun, try zooming out from the Earth until you’re in space! Explore the icy plains of Enceladus, where Cassini discovered water beneath the moon’s crust—suggesting signs of life. Peer beneath the thick clouds of Titan to see methane lakes. Inspect the massive crater of Mimas—while it might seem like a sci-fi look-a-like, it is a moon, not a space station. Special thanks goes to astronomical artist Björn Jónsson, who assembled the planetary maps of Europa, Ganymede, Rhea, and Mimas by working with imagery from NASA and the European Space Agency. The fun doesn’t stop there—we’ve added Pluto, Venus, and several other moons for a total of 12 new worlds for you to explore. Grab your spacesuit and check out the rest of this corner of the galaxy that we call home. Source – Google
The homepage for Google is pretty clean and free of well, everything, allowing users to focus in on what they came for — search. Google rarely adds anything to this page, so it’s a pretty big deal when new links are added. Recently, it seems Google has decided to add two new links to its homepage. Sitting in the top left corner of the Google homepage (via Android Police) are two new links to a new “About Us” page and to the company’s store. These are honestly pretty simple additions, but meaningful nonetheless. The new link to the Google Store will undoubtedly pull thousands over to check out the companies various products, so it’s probably safe to assume this was added shortly after October 4th’s big hardware event. More interesting, however, is the addition of the new “About Us” page. This page has a selection of stories and blog posts regarding project and products from Google, and it even has a Google Trends widget to show off live searches. Scrolling further down the page you can find information on the day’s Google Doodle, posts from the company’s social media, and even some behind-the-scenes information. Source – 9to5Google Demeter ICT Co.,Ltd.
Great ideas can surface in unexpected places. We created Keep to capture your thoughts anytime, anywhere—with smart tools to help you easily organize your notes, ideas and to dos. Starting today, you can capture your ideas for work: Keep is now a part of G Suite. You can also take your ideas and notes from Keep and easily add them to Docs for easier brainstorming. Get started by recording your notes, lists and drawings in Keep on Android, iOS, Chrome or the web. While in Docs on the web, access the Keep notepad via the Tools menu. Your Keep notes will appear in a side panel within Docs. Here are a few ways you can now work better with the integration between Keep and Docs: • Drag your notes from Keep directly into your work documents • Easily search your notes in Keep while in Docs to find the information you need to complete your project • Add a new note in the Keep notepad or select text from inside of your document and easily add it to a new note (just right click and select “Save to Keep notepad”). When you open that note in Keep, we’ll include a link back to the source document so you can always
New Zealand educators are changing their approach to teaching, building personalized learning pathways for every student. Technology plays a key part in this approach. New Zealand has joined the list of countries including Sweden the United States where Chromebooks are the number one device used in schools, according to analysts at International Data Corporation (IDC). Technology is transforming education across the globe, and in New Zealand schools are using digital tools to help students learn, in the classroom and beyond like Bombay School, located in the rural foothills south of Auckland. Teachers quickly realized that since each student was empowered with a Chromebook, access to learning opportunities increased daily, inspiring students to chart new learning paths. In 2014 Bombay School seniors collectively scored in the 78th percentile for reading; in 2016, they reached nearly the 90th percentile. In the Manaiakalani Community of Learning in East Auckland, some students start school with lower achievement levels than students in other school regions. Manaiakalani chose Chromebooks to support its education program goals and manage budget challenges. By bringing Chromebooks to the Manaiakalani schools. Using G Suite for Education tools on their Chromebooks, students can work with other students, teachers, and parents on their lessons in