4 Things You Should Know About Google’s Rebranded G Suite

In the fall of 2016, Google rebranded its decade-old “Google Apps for Work” as “G Suite.” While the name is a bit more simplified and more streamlined, the heart of what it does is pretty much the same: offers cloud computing tools for businesses of all sizes. The biggest difference, other than the name, is that Google upgraded all of its G Suite apps. Where the product was once good, it has become truly excellent. Because of the new updates, it’s worth updating yourself on G Suite. Here are four big things you need to know:     1. It’s not free, but it is worth it. Everyday users can have a Google Drive account with 15GB of storage for free, but if you want more than that, or if you want a G Suite account, it’s not free (Google, like a lot of other tech companies, is embracing the software as a service subscription model). However, G Suite is very affordable considering what you get in return, and, unlike a lot of other subscription software, you pay for exactly what you need. G Suite pricing is based on the number of users per month at your chosen tier. All

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Help Desk Introducing

Basic characteristics Help desk software automates customer services in diverse ways. It typically consists of at least three parts. These include Ticket Management, Automation Suite, and Reporting/Optimization. Help desk software has a point of contact for customers to send their queries and a ticketing system that tracks and organizes issues for faster resolution. It may also have a feature that aggregates and organizes queries and answers into a knowledge base, such as FAQs or guide articles. The software can have multiple points of contact, working dashboard, and analytics section. It may also have a feature that allows agents to escalate issues to a higher level.     Benefits The following benefits are typically associated with help desk software: Standard help desk software in use today handles complex databases of customer queries and profiles, call reports, resolution logs, and service level agreements. Businesses of all sizes resolve their customer and employee support issues quickly and consistently with the use of help desk software. Help desk software automates tasks such as: ticket categorization and prioritization, ticket routing, alerts and notifications, ticket status management, and so on. With the right help desk solution, workload is cut down as many tasks such as issue

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TOUR THE INTERNATIONAL SPACE STATION WITH GOOGLE STREET VIEW

The search engine on Thursday announced that anyone can now see inside the ISS using its popular map tool, Street View. Launched in 2007, the technology feature in Google Maps and Google Earth provides 360-degree views from different positions—previously limited to streets around the world. For the first time ever, Google has extended the feature into outer space. Users can poke through 15 parts of the ISS. Tiny dots within the images allow users to launch notes that explain specific functions. In the “Pirs, Docking Compartment 1,” for example, clicking on the description for the “Orlan Spacesuite” explains that the accessory is designed to protect an “Extravehicular Activity” crewmember from the vacuum of space, ionizing radiation, solar energy and micrometeoroids. The ISS is a large spacecraft and science lab that orbits around the Earth. It houses astronauts from around the world and acts as a base for space exploration, with possible future missions to the moon, Mars and asteroids. The station is made of many parts, also called “modules,” the first of which was launched by a Russian rocket in 1998. The first crew arrived on November 2, 2000, and NASA and its international partners finished the station in 2011. As Google users

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5 best practices for designing a knowledge base

As of late, customers are expressing their strong, independent selves by helping themselves and solving problems on their own. In fact, 90% of consumers expect a brand or organization to offer a self-service customer support portal for just this reason. However, simply offering a standard knowledge base portal isn’t enough—the design of your knowledge base affects your customers’ experience with your brand. If your knowledge base design is lackluster, it could make for a poor impression. When designing your knowledge base, it’s important to keep discoverability and simplicity top of mind. The best knowledge bases are intuitive, accessible, and simple. Read on for knowledge base design best practices: 1. Crisp and clean content categories The first step to a well designed knowledge base is simplicity. A simple knowledge base design makes for easy navigation and answer finding—just what self-sufficient customers want. If you have a sea of content, clear, concise, and consistent categories and topics can help temper a swell of articles. 2. Short and sweet titles Nobody likes to read (well, some of us do). Short titles that contain main keywords can help customers find answers to their questions more quickly. When crafting article titles, try to keep article titles short and sweet

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Keeping your company data safe with new security updates to Gmail

Keeping company data secure is priority one, and that starts with protecting the tools that your employees use every day. We’re constantly adding security features to help businesses stay ahead of potential threats, and are excited to announce new security features for Gmail customers, including early phishing detection using machine learning, click-time warnings for malicious links, unintended external reply warnings and built-in defenses against new threats. New machine learning models in Gmail to block phishing Machine learning helps Gmail block sneaky spam and phishing messages from showing up in your inbox with over 99.9 percent accuracy. This is huge, given that 50-70 percent of messages that Gmail receives are spam. We’re continuing to improve spam detection accuracy with early phishing detection, a dedicated machine learning model that selectively delays messages (less than 0.05 percent of messages on average) to perform rigorous phishing analysis and further protect user data from compromise. Our detection models integrate with Google Safe Browsing machine learning technologies for finding and flagging phishy and suspicious URLs. These new models combine a variety of techniques such as reputation and similarity analysis on URLs, allowing us to generate new URL click-time warnings for phishing and malware links. As we

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See the customer journey more clearly: Introducing the Pathfinder app

Imagine you’re a customer in need of help. Perhaps, you wanted to learn more about Zendesk’s Insights feature (as one example). Your first step might be to search our Help Center and check out one of our articles about Insights. But, that might not be the information you’re looking for. A second step then, might be to also check a forum about the Insights dashboard on the Zendesk Community. However, the forum doesn’t cover your issue. Finally, you reach out to a Zendesk support advocate for help. In some support situations, the advocate might suggest that you read Help Center articles or head to the forum. This would be pretty frustrating though, since you’d already tried those routes. The best scenario would be if the advocate already knew what you’d tried—and could meet you exactly where you are in the support experience. Introducing the Pathfinder app. The app was created as part of the Zendevian Cup, our annual company-wide hackathon. A few Zendesk employees, saw a need for an app that helps businesses know when customers have visited a help center article or community forum before and after they submit a ticket. They built the app to give advocates more context and

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Trivago’s Support Experiences

At trivago, more than 950 employees are focused on driving innovation across both the company’s hotel metasearch and marketing solutions by challenging the industry’s status-quo. Since 2005, trivago has been one of the fastest growing internet companies within the travel technology sector. Today, it’s the world’s largest hotel metasearch company. Every month, over 120 million travelers use trivago to find their ideal hotel for the lowest possible rate by comparing prices from more than a million hotels. To provide travelers with the level of detail they need when searching for hotels online, trivago realized they needed to build close relationships with hoteliers. For that reason, they set up a dedicated Hotel Relations team. Today, Hotelier Care, a sizeable group of customer service professionals, works at delivering a ‘wow’ customer experience. When it comes to reporting the top line, Support gives a clear and instant overview. “Support’s analytics really stand out,” Savvidis said. “The visualization of our Hotelier Care team’s progress is an excellent motivational tool.” For Savvidis, Support, provides an easy to use, yet formal and transparent system. It’s intuitive and “our people now take personal pride in their work. But what we really enjoy is the new multi-branding functionality which helps

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