Guides and How-to's Unthread’s Guide to Customer Self-Service Did you know that, according to a 2023 Gartner survey, only 14% of self-service inquiries are fully resolved, yet 73% of customers prefer self-service options? While it may seem easier to contact the customer support team, sometimes it’s faster to find solutions on our own—if the right resources
Collaboration and Communication How Unthread's AI Response Feature Improves Resolution Times AI-powered tools are everywhere, and standing out as a lasting, valuable solution is no small feat. Within customer support, one of AI’s most effective applications has been generating responses to handle repetitive questions, automating tedious tasks, and freeing up time for support teams to focus on complex issues. Now,
Collaboration and Communication Slack vs Microsoft Teams for Communication: Why Slack is the Better Communication Tool Effective communication platforms are essential for productivity, collaboration, and the overall success of teams in the workplace. Two of the leading platforms in the space are Slack and Microsoft Teams. Both are widely used for team communication, collaboration, and file sharing, but which one stands out as the better choice?
Guides and How-to's How to Improve Customer Success Operations While Scaling As businesses grow, the need to scale their customer success (CS) operations becomes inevitable. What works for a small startup might not translate as the customer base expands, and a reactive, one-size-fits-all model might strain resources and lead to diminishing customer satisfaction. To stay ahead, companies need a scalable approach
Collaboration and Communication How Real-Time Collaboration Increases Productivity Having real-time collaboration has proven to be a game-changer in boosting productivity. We’ve already talked about the trend of companies working together on Slack Connect instead of email, seeing benefits in faster responses, fewer errors, and more automation possibilities. This is just one example of collaboration moved from traditional
Guides and How-to's How Unthread’s Task Manager Integrations Provide Better Alignment Customer support teams often face challenges when a customer reports a bug or issue that requires developer intervention. Typically, customer-facing roles lack the technical skills to resolve these issues directly, necessitating a clear communication channel with developers. This is where Unthread’s task manager integrations come into play. Task management
Informational How to Share MS Teams Channels Between Organizations Sharing Microsoft Teams channels with an external organization should be a straightforward process that streamlines cross-company collaboration, ideally not taking more than ten clicks. However, configuring Microsoft Teams external access and managing external Teams users confuses even the most tech-savvy professionals. This guide provides detailed steps for setting up external
Guides and How-to's Things You Can Automate at Work Using AI Repetitive tasks can drain your time and you with little room for strategic work, hindering overall productivity. Fortunately, there’s a way to be free from these tedious tasks – by automating them using AI. In this article, we listed several ways you can use AI to automate tasks at work,
Guides and How-to's Connecting Microsoft Teams to Slack via Unthread According to Microsoft's report in 2023, there are 320 Million active users of Microsoft Teams. On the other hand, Slack has a much smaller number of active users, 35 millions to be exact. In a world where companies are using chat apps to communicate with each other, this
AI, Technology, and Engineering What Are AI Agents? A Beginner’s Guide AI agents are computer programs that are capable of performing tasks autonomously by making decisions based on their environment and input. It is not simply an automation where a program follows specific instructions. It adapts to changing inputs and feedback from users. This capability allows them to collect the data
7 Problems That Unthread Can Solve For Employee Support Internal customer support for your team is just as important as handling external customer tickets. Having well-oiled departments would result in better service to your external customers. Here are the problems that Unthread can help solve in your customer support department to make sure all the department concerns are addressed.
AI, Technology, and Engineering The 5 Coolest Features of GPT4o Open AI released a new update called GPT-4o. And what does the “o” stand for? It stands for omni, a latin prefix for “all”, which is a reference to its plans to handle all types of input ranging from text, voice, audio, and video. Here’s a glimpse into its
Collaboration and Communication How To Overcome Communication Overload In Your Customer Support Quality customer support is built on quick, clear communication between a customer and their representative. As a company grows, so does the volume of tickets and variety of channels where you receive new messages. Reps receive an increasing number of emails, texts, calls, Slack messages, in-app chat messages, etc., and
Guides and How-to's How to Connect Email To Slack Using Unthread With much of the world moving their support to Slack and Teams, we can forget that email still represents a major portion of how customers communicate with vendors. While this method is tried and true, it has the following issues out of the box: * Emails are not collaborative, meaning you
Building Smarter Systems with AI Knowledge Base Imagine an AI that doesn't just regurgitate information back to you, but truly understands the connections and interdependencies of complex systems. That's the promise of AI Knowledge Bases (AKBs). These aren't just libraries of information; they're structured repositories that capture and process
Breaking Down Silos: Why Omnichannel Customer Support Matters Communicating with your customers as a business has changed dramatically over the last few decades. What started with phone support has evolved to include email, live chat, WhatsApp, Slack, Discord, Telegram – and that's just scratching the surface. What if there was a way to effectively reach customers on
Top Customer Support Trends You Need to Know in 2024 Customer service in 2024 faces a fascinating tightrope walk: resolving issues quickly while still providing personal touch. It's a balancing act, but one can lead to incredibly happy customers. In this article, we'll explore some exciting trends that are helping businesses achieve this sweet spot. In
Product Updates April Product Update Build Your Own Custom Workflows with "Automations" (beta) Unthread already has amazing built-in automated functionality, like the auto-responder, AI tagging, and more. We know that we can't support every use-case out of the box, so we just launched Automations, a way to build your own custom
Upgrade Your Workday: How Workflow Automation Saves You Time Ever been stuck with repetitive tasks day in and day out? Does ticking off your to-do list make you feel accomplished? Well, workflow automation is the key to working smarter, not harder. In this article we will show you the basics of workflow automation and how it can make your
