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Integrating SOAR and MITRE ATT&CK framework to help SecOps take flight
Old news: The pandemic changed the world. New news: Security operations still need to act as if the crisis continues. Here's why.Prior to the pandemic, organizations around the world were already moving forward with digital transformation. COVID-19 forced enterprises to scale like never before—adding public cloud services, new network devices, remote workers, and software as a service (SaaS) applications. This left security operations scrambling to keep pace because, unsurprisingly, a growing attack surface means growing cyberthreats.MITRE ATT&CK framework for stronger securityOrganizations often rely too much on point tools and manual processes. In addition, they often face a shortage of advanced security skills in areas such as threat intelligence analysis and incident response. Between alert fatigue, manual processes, and an ever-growing list of cyberthreats, it can be nearly impossible for security operations center (SOC) teams to stay on top of everything.Many organizations have adopted security orchestration, automation, and response (SOAR) technology to help them face today’s security issues head-on. When SOAR is coupled with the MITRE ATT&CK framework, SOC teams have the means to proactively: Drive fast security response. Prioritize threats by business context. Automate required actions to triage and remediate incidents quickly. The MITRE ATT&CK framework also gives organizations an adversarial perspective on their defenses, showing how adversaries would act against them in a concerted, targeted attack.Improving security operationsAlthough many security tools provide basic MITRE ATT&CK support, SOC teams often find it hard to operationalize the framework into processes for incident detection and security engineering, along with threat hunting and response.In fact, 63% of organizations believe security operations are more difficult today than they were only two years ago, according to ESG research. With the increasingly dangerous threat landscape, the volume of security data needed for analysis, and an overwhelming number of security alerts to be triaged, prioritized, investigated, and acted upon, it’s easy to see how an already complex numbers game is turning into a security management nightmare.LIKE.TG is committed to tight integration between its SOAR platform (Security Incident Response) and the MITRE ATT&CK framework. In this way, we can not only operationalize MITRE ATT&CK and automate processes, but also help organizations improve the efficacy and efficiency of security operations in areas such as: Incident detection Assessment and engineering Cyberthreat intelligence analysis Adversary emulation Now is the time to consider integrating SOAR technology and the MITRE ATT&CK framework into your daily security operations. Read the ESG white paper, Using LIKE.TG SOAR to Operationalize MITRE ATT&CK, to learn why the time is right, what benefits your business can gain, and how you can operationalize the MITRE ATT&CK framework to make the most of your SOAR technology.
Intellibot acquisition to boost LIKE.TG automation capabilities with RPA
Modern organizations need to move fast. Toggling between legacy and modern systems is frustrating. Often there are disconnects between legacy and modern platforms, requiring manual work to bridge the gap.Many of the LIKE.TG customers I speak with every day tell me they’re trying to drive automation across a mix of legacy and modern applications. Beginning today, I’ll be able to tell them that with the Intellibot acquisition we just announced, they’ll be able to extend their automation capabilities to more systems.Simplifying workIntellibot extends LIKE.TG’s core workflow capabilities by helping customers automate repetitive tasks for intelligent, end-to-end automation. LIKE.TG intends to build Intellibot's capabilities natively into the Now Platform® so customers can more easily integrate with both modern and legacy systems. This will help them drive productivity and strengthen existing artificial intelligence (AI) and machine learning (ML) efforts.Intellibot’s robotic process automation (RPA) capabilities complement our existing automation functionality, which includes AI/ML, Integration Hub, Creator Studio for low-code app development, Process Optimization, Flow Designer, Virtual Agent chatbots, Natural Language Understanding, and Document Intelligence. LIKE.TG will have a complete, end-to-end automation portfolio that can help customers identity opportunities for automation using Process Optimization and then execute on those opportunities with an unmatched set of automation capabilities that are all natively built on one platform.RPA allows companies to undergo rapid automation without changing background processes or jettisoning all their legacy IT systems.For example, instead of having to look up a customer billing record in an old legacy custom app, cross-reference the customer order number in a heavily customized enterprise resource planning (ERP) system, and then find the original service contract in a 20-year-old client-server application, LIKE.TG customers will be able to do it all in one customer workflow experience. Customers will be able to configure bots right on the Now Platform to complete these repetitive tasks and bring the data back into the workflow.End-to-end automationLast November’s acquisition of Element AI helped us apply modern AI to text and language, chat, images, search, question response, and summarization, accelerating AI innovation natively in the Now Platform. We took things a step further with the recent Now Platform Quebec release. The acquisition of Intellibot will deepen our investment in powerful automation capabilities that boost productivity and allow users to focus on more complex and strategic work.Incorporating Intellibot’s advanced RPA tools in the Now Platform will move us closer to automating business processes from start to finish through a combination of technologies that create a great employee and customer experience. The ultimate outcome will be a world of work where businesses are accelerating innovation and thriving.Customers want orchestrated, intelligent, end-to-end automation. The pandemic has only exacerbated this need. With end-to-end automation, we’re delivering on our purpose of making work, work better for people and making companies and organizations more productive.LIKE.TG expects to complete the acquisition of Intellibot in Q2 2021.Use of forward-looking statementsThis blog contains "forward-looking statements" about the expectations, beliefs, plans, intentions, and strategies relating to LIKE.TG’s acquisition of Intellibot. Such forward-looking statements include statements regarding future product capabilities and offerings and expected benefits to ServiceNow. Forward-looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward-looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make. We undertake no obligation, and do not intend, to update the forward-looking statements. Factors that may cause actual results to differ materially from those in any forward-looking statements include, without limitation, the inability to assimilate or integrate Intellibot's technology into our platform; unanticipated expenses related to Intellibot's acquired technology; potential adverse tax consequences; disruption to our business and diversion of management attention and other resources; and potential unknown liabilities associated with Intellibot's business. Further information on factors that could affect our financial and other results is included in the filings we make with the Securities and Exchange Commission from time to time.
Internal Customer Service: Definition and Best Practices
Most businesses have a team dedicated to providing excellent customer service every day.However, taking care of your employees and offering them support when necessary is just as crucial to running a successful business as providing excellent support to your customers. Customer satisfaction and employee satisfaction reflect each other.While happy and motivated employees tend to give their best at work to satisfying customers, frustrated employees are likely to spread negativity to customers and perform poorly, as well.Additionally, having your employees prepared leads to an increase in employee productivity, speeding up problem resolution, and higher employee retention rates.In this blog, we explore several best practices and guidelines to internal customer service. What is internal customer service?Internal customer service refers to the support and assistance provided to employees within an organization. This is often the case in a work environment where team members support each other to accomplish tasks.For example, in a software development team, a developer might need assistance from another developer who is more experienced or has a particular set of skills.The developer assisting in this context is a customer service provider, while the one seeking help is the customer.The main aim is ensuring employee satisfaction, keeping them happy and motivated, and creating a positive work environment for productivity and success.Difference between internal and external customer serviceThe difference between these two types of customer service lies in the recipients and the context in which the service is rendered.Internal customer serviceExternal customer service Recipient of serviceThe support and assistance is provided specifically to employees.The support is provided to individuals outside the organization, such as customers, vendors, suppliers, or stakeholders.FocusFocuses on meeting the needs and expectations of employees and ensuring their satisfaction.Revolves around customer satisfaction and maintaining lasting relationships.CommunicationInvolves interactions among different teams or departments.Involves interactions with organization’s clients or partners.MetricsTrack employee-related metrics, such as their satisfaction, productivity, inter-departmental collaboration, and internal customer service efficiency.Track customer-related metrics such as their satisfaction, loyalty, efficiency at using products, retention, and churn rates.Both internal and external customer service are crucial for the success and growth of an organization, as they contribute to overall employee satisfaction, customer loyalty, and business performance.Best practices for enhancing internal customer serviceThe following are some of the strategies for ensuring you provide outstanding internal customer service.1. Understand your employees betterA company should try to know its employees, get their perspectives and what motivates them, to gain insight into their thoughts and emotional requirements.By attempting to grasp the origins of their viewpoints and experiences, organizations can optimize their internal customer service practices and establish a benchmark for excellence.Promoting empathy and patience in the workplace helps companies address employee needs and concerns better, thus improving their satisfaction and fostering productive relationships within the organization.2. Offer training programs for employeesSometimes, the same problems recur, making it difficult for staff members to work efficiently. Therefore, companies should continuously train staff members so they can handle even complicated problems on their own.They can consider implementing the following:Arrange training workshops for staff members to acquire optimal communication and problem-solving techniques.Hold regular company meetings that involve all relevant employees to discuss recent rising issues and come up with lasting solutions.Create forums for employees to learn and practice newEstablishing such programs as a routine will equip workers to handle similar situations on their own in the future.3. Always be friendly and keep an interactive toneAlthough professionalism is valued, not all internal interactions inside a company should be conducted formally.Building relationships among internal stakeholders during departmental exchanges requires using a conversational tone.Your support teams should practice speaking to one another politely and with respect at all times. Employees should try and hold casual conversations, with friendly tones.They should also always be encouraged to lend a hand to co-workers in need.4. Establish clear objectives targets for your employeesIt’s challenging to work for a corporation if you are unsure of what is expected of you. You should set clear expectations for internal support in your organization.Make sure all your staff members are aware of the precise standards you expect them to uphold and that they know their roles.5. Offer clear instructions on how to resolve employee-related issuesWhen faced with issues, employees often rely on the guidance and expertise of their internal customer support team.By articulating precise instructions, these co-workers can effectively help them solve their problems.For employees who frequently help other employees, make sure they know how to identify and emulate good directions.This not only saves valuable time but also minimizes the potential for confusion or misinterpretation.6. Provide multiple communication channels for your employeesCompanies should strive to offer a variety of communication channels through which their employees can interact and seek support. These channels can include email, an internal help center, and messaging apps.An multichannel strategy lets:All employees communicate with each other effectively via any preferred channels.Your employees reach your dedicated internal customer service team.Your employees select the channel that works best for them.Information is streamlined across departments, which minimizes pointless inquiries and prevents crucial information from becoming lost or distorted during communication.7. Make self-service optionsMaking support resources easily accessible to all employees lets them resolve their issues independently.It’s beneficial to have a central repository such as an internal knowledge base with resources like regulations, policies, troubleshooting, and frequently asked questions.A knowledge base will serve as a comprehensive source of information that’s helpful for internal customer service to be effective.To improve employees’ satisfaction, you can also create online platforms such as community forums where staff members can ask for and share suggestions and ideas at any time.These self-service tools can also be utilized for training and staff onboarding.8. Pay attention to your employees and monitor their feedbackListen to employees’ concerns and reach out to them to get a clearer picture of issues at hand.Team leads should initiate open and transparent communication amongst the team members.These leads should pay attention to employees’ experiences at work when it comes to solving issues.Actively seeking feedback about workflows, either through structured surveys or informal conversations, lets you gain a comprehensive understanding of employee concerns, suggestions, and expectations.Such feedback serves as a valuable tool in identifying the root causes of internal customer service gaps. It enables organizations to devise action plans to rectify the shortcomings or make necessary improvements.9. Celebrate and reward exceptional support effortAccording to Deloitte, recognition raises employee engagement, which in turn raises work performance and creates business value. Appreciation boosts output, performance, and employee engagement by 14%.Companies should encourage a culture where helping co-workers is expected by implementing initiatives that recognize and reward employees who do it.You can consider the following appreciation strategies:Reward and honor staff members who have gone the extra mile to assist colleagues when necessary.Thank employees who provide support that enables others to complete an assignment successfully.Recognizing and celebrating employees’ efforts and achievements not only boosts morale but also reinforces a work culture in which employees want to work.Why is internal customer service important?The following are some advantages of placing emphasis on internal customers in an organization.Improves employee satisfactionWhen employees feel supported and have their needs met, it makes their work easier and they are more likely to feel motivated and be more productive.Speed up problem resolutionGood internal service fosters a culture of teamwork and collaboration. When employees know can rely on their colleagues for assistance and have an easy means of asking for it, they feel more comfortable asking.Instead of floundering for a long time trying to solve an issue, an employee will know who to ask for a solution and feel at ease doing so.Improves external customer serviceThe experiences of external customers are the main emphasis for most organizations.However, an organization that values internal customer service often improves their external customer service.Suppose your customer service employees receive good treatment and are comfortable with their responsibilities.In that case, they will enjoy working for your company and be willing to go above and beyond to provide your consumers with the same experience.As a result, a business may be able to gain more loyal customers and enhance the calibre of service their customers receive.Increases employee retention ratesA strong internal customer service culture can contribute to higher employee retention rates.When an organization attends to the needs of its employees, they tend to be more loyal to the organization.They will not only work harder but also be less likely to seek employment elsewhere when they feel valued and supported.Better reputationWhen supporting each other is encouraged and employees are satisfied, they are motivated to leave positive reviews and feedback about the company on sites like Glassdoor.Such a positive company reputation can attract and retain top talent, since employees are more likely to seek opportunities in organizations known for their excellent employee support.Improves employee productivityEfficient internal customer service processes help employees access the tools, information, and resources they need to perform their jobs. This in turn enhances their overall productivity.LIKE.TG tools for internal customer serviceHere are examples of the tools that businesses can utilize for internal customer service:Email addresses: Create a work email address for each employee to interact with others This is usually something like [email protected] communication platforms: These are integrated communication tools for casual interactions between employees that occur more frequently, such as Microsoft Teams and Slack. Employees can chat, video conference, and share documents instantly.Live chat software: Supports real-time interaction between employees, ensuring any issues that need immediate attention are resolved quickly.Embeddable web forms and widgets: Allows employees to easily contact each other via contact forms embedded in the company’s internal and external websites and access different help center pages, like an internal knowledge base, FAQs, and more.Mobile app: Provides instant access to LIKE.TG from a mobile device, freeing internal support agents to do their jobs beyond the confines of their desktop or laptop.Internal help desk software: These are tools with which employees can make support requests and create tickets for different departments to collaborate and address their issues swiftly. For example, LIKE.TG is cloud-based, modern customer service software that facilitates a wide range of customer support activities for both internal and external customers.Self-service portal: Establish web-based employee portals and help centers, where company employees can obtain HR data, search for solutions to commonly asked questions, and access the most recent information regarding benefits, laws and regulations, and other things.Examples of internal customer serviceHere are some common examples of internal customer service in a company.DepartmentRoleAdministrationThese roles provide administrative support to various departments, including scheduling, document management, and general assistance.HR serviceThe human resource (HR) department is responsible for managing employees’ experience. The department assists employees with onboarding, benefits, payroll, and other personnel-related matters.IT supportThe IT support department provides technical support to other departments, helping with hardware issues, technical troubleshooting, software installation, network problems, and more.Facilities managementThis department ensures that the workplace is well-maintained, including managing office space, cleaning, and repairs.Training and developmentThis department offers training programs to help employees enhance their skills and knowledge.Internal help deskA help desk provides a central point of contact for all internal inquiries and support requests. It connects all departments and can offer a central repository for documents and basic information from all of them.Employees assistance programAdministrators of programs like this offer counselling and support services to employees dealing with personal or work-related issues. Top of FormElevate team performance by utilizing internal customer serviceAny organization will benefit from providing excellent customer service to both employees and customers alike.Employee satisfaction will increase if you treat them with care and provide support. Establishing a cooperative employee culture benefits everyone in an organization.Schedule a live demo to see how LIKE.TG can help your customer support team more easily address other teams’ needs. Start a free trial to explore its many features. If you have any questions about the product and its capabilities, feel free to contact the LIKE.TG support team.
International Women’s Day: Together, we break the bias
In honor of International Women’s Day, LIKE.TG is joining people all over the world to recognize the social, economic, cultural, and political achievements of women. This year’s theme, “Break the Bias,” invites us to call out gender bias, discrimination, and stereotyping when we see it in the workplace and across our broader communities.We invited LIKE.TG employees around the globe to share their experiences and ideas to help break the bias against women.[We’re hiring. Explore LIKE.TG careers.]Finding your voiceSenior Financial Analyst Michelle C. says she has experienced both gender and racial bias throughout her career. One incident that sticks out to her is a public speaking training session she participated in shortly after joining ServiceNow.One of the trainers, a Caucasian male brought into the program from a third party, told her, “You should speak louder because you’re an Asian woman.”Her first reaction was shock. “I didn’t know what to say. I don’t even think I said anything,” Michelle recalls. The experience affected her so much that she decided to join another public speaking workshop to overcome this feedback.This time around, Michelle received completely opposite feedback from a Black, Indigenous, and people of color (BIPOC) female instructor. “She said it doesn’t matter how loud or soft you are. The most important thing is the connection you have with your audience and the meaning behind your content.”This advice gave Michelle the validation she sought and shattered the bias she had of herself—not being loud enough in public speaking because she’s an Asian woman. Building allyshipInternational Women’s Day is not just for women. “I think it’s very important for men to be allies and to have conversations at both a personal and a professional level,” says Terence C., vice president of customer and industry workflows at ServiceNow.Terence witnessed firsthand how the pandemic impacted the female members on his team. “We had a team meeting, and we were talking about burnout. It became uniquely clear that our women team members were carrying a substantially larger load for caregiving for their children, who were in a disrupted school situation.”To build allyship, Terence is taking a personal approach and having one-on-one conversations with his female colleagues to better understand their experiences. “For me, it's just appreciating that person as a human and as a team member and wanting to do whatever is necessary to help them be successful,” he says.“If you start with that, I'm pretty sure you can figure out what good allyship should look like.”Run to the fireThroughout her career, Anita M., director of IT applications delivery at LIKE.TG, has been very vocal about the importance of enhancing skills. “I always say, ‘Run to the fire. Don't run away from it.’ I would rather run to the fire, get burned, learn, and then come back. That learning can be anything.”That “anything” can even be in the form of mentorship. Anita recognizes the Women at Now Belonging Group for giving women and their allies the opportunities to ask for, take, and give women the help they need to build strong support systems.“LIKE.TG has been giving us such a beautiful platform to express ourselves, to do better, to innovate, to grow, and to transform. So, why wouldn’t I be optimistic?” she says.Anita’s mission is to make the world a much better place than it was yesterday. She believes wholeheartedly she’s doing that simply by elevating her voice and sharing her stories with the world.Hear more of these employees’ experiences in this short video:
Internet, Intranet, or Extranet — A Guide for HR
A lot of people assume that the internet, intranet, and extranet are the same, but they are actually three different types of networks. It’s important for those in human resources (HR) to know the differences between them so they can understand the business uses and security implications of each system. Read the rest of this article to discover the definitions of each network, its uses, and how you can make full use of it in your role as a human resources manager or director. Internet Defined Type of Network: Public “Inter” means between, and the internet is a connection between computer networks. It’s a publicly accessible interconnected network that allows for a range of information and communication facilities using standard communication protocols. Everything online is connected via protocols, making the internet a singular “web” of information, hence the name “World Wide Web”. You can think of the internet as a global collection of computer networks that anyone with an internet connection can access. This is typically done through a browser such as the one you’re using right now. This makes the internet the largest and most expansive of all three networks. Examples of internet services include the following: The Web: You can use web browsers like Chrome and Firefox to view billions of web pages and even design and monetize your own website by coding your own site or using one of many great website builders. When it comes to choosing between Firefox and Chrome, it's essential to learn Firefox vs Chrome comparison, more specifically, their features, performance, and security aspects to have seamless browsing experiences. Social Media Apps: Facebook, Twitter, Instagram, and various other social media marketing platforms allow you to share videos, photos, status updates, and more. Email Applications: Yahoo, Gmail, Zoho mail and other email apps let you send and receive email messages and documents online. Online Software Platforms: There are many different tools for work and play that people can use to collaborate, share, play games, and interact with others across the globe. LIKE.TG is a perfect example of an online software platform designed to optimize the employee onboarding experience: The internet can be a powerful tool for helping you highlight the workplace culture and encourage job seekers to apply for open positions. You can achieve this through the use of internet-based tools, such as social media, email, websites, and various others. Here Are Some Ways To Use the Internet in Your Business: Make it easier for users to locate the information they need from your website Use email marketing to develop stronger relationships with staff by sending personalized messages Use social media as a way to keep your employees engaged and provide them with a space to interact with each other outside of work. It’s clear to see how important the internet is for your business. But, as you well know, not all your company information should reside on the internet. That's where the other two types of networks come in handy. Intranet Defined Type of Network: Private “Intra” means within. The intranet is an employee-only private network that is typically accessible through the internet or a cloud-based portal, but it can also be hosted on-site. It’s restricted to people within the organization for information, company news, and other business-related matters. For the most part, approved access is required to view any information on this network in order to keep a company’s sensitive information away from prying eyes. Administrators assign employees a password and login details in varying tiers of permissions. Once access is granted, employees can then communicate and collaborate with colleagues, managers, and executives. Users will also have access to documents, forms, company manuals, etc. within the scope of their given permission. Some examples of intranets include things such as: A company wiki Internal social network Collaborative workspace Employee onboarding platform Internal knowledge base Gone are the days when a company's intranet meant clunky file management systems created by invisible IT staff. These days, there are plenty of modern intranet solutions designed to help businesses maintain security and productivity while staying connected. These types of tools have grown in popularity in the wake of the recent global pandemic with more and more people working remotely. You can use the intranet in your own business to achieve the following: Save HR Costs: By creating a centralized, in-house location for all important company resources, communications, and other needs, you can cut variable HR costs substantially Improve Internal Communications: Use a secure intranet network to give employees an easier and more convenient way to interact and receive company-wide updates. Streamline Knowledge Management: Securely store and share vital company documents to help all employees (both front-line and remote) get their work done. Boost Productivity and Collaboration: Modern intranet tools can help your team boost productivity and collaboration by helping your team better communicate via private messages over a secure network. As a local network, an intranet is the most restricted of the three networks but it’s extremely useful for creating multiple forms of communication between team members and mentors. In fact, you can use your company’s intranet as a sort of digital workspace where your staff can access resources, connect with each other, follow company updates, and more. Randstad France is an international leader in HR services and has dozens of locations across the world. With over 30,000 employees, the company has to have an effective intranet to allow for effective communications and collaborations. A few years ago, the company built an intranet for connecting employees and the content is completely personalized to each user based on their business group. Employees can sign onto their own dashboard and personalize it with their calendar, weather forecast, news, RSS feed widgets, and various integrations with third-party tools. Extranet Defined Type of Network: Semi-Private “Extra” means outside, and the extranet is a type of network that is somewhere in the middle, between the internet and the intranet. It’s not public, but it’s not fully private, either. It’s accessible to a company’s employees as well as some trusted outsiders, such as suppliers, partners, or customers through a web-based login. Once approved, users can access the company’s restricted information and communicate with the business’s employees on this network. An extranet is similar to an intranet system but less likely to contain private company information. You can think of an extranet as an extension of an intranet network. Some of the similarities between the two platforms include the ability to share documents, particularly large ones. You can also share projects and calendars in a single, convenient location, making it easier for everyone (in-house employees, remote workers, customers, partners, vendors, etc.) to collaborate effectively. HR directors and managers can use this network to communicate with other administrators, as well as business partners and suppliers as needed. Examples of How Your Business Can Use an Extranet Network: To give authorized users access to secure company information To efficiently share and collaborate with trusted outsiders Allow suppliers to communicate with the company’s customer service reps Create a network that is easily accessible for third-party users Allow customers to access their order history Communicate price list changes instantly Increase customer loyalty and satisfaction by allowing customers to get priority attention for their concerns If a company has customers that regularly place orders from the business, they can create a secure intranet that allows users to update orders, process invoices, message the sales team, etc. - all from one convenient place. Conclusion Although these three networks are different, you can use all of them together to further your business objectives. For instance, a manufacturing company might have an intranet network for its employees to receive notifications from the company, share documents, and communicate with each other. That same company can also have an extranet where all approved wholesalers can log in to submit orders and track deliveries. Furthermore, the manufacturer may have a website on the internet where the public can go to learn more about the business, including the products they manufacture, pricing, how to become an approved wholesaler, and so on. Now that you know the differences between the three types of networks and the uses of each one, you can now pick the best network to use in order to keep your business's resources secure and accessible in the right place. Has this article helped you understand the difference between internet, intranet, and extranet so you can determine which system is best suited for your business? Let us know below! About Author: This article is written by our marketing team at LIKE.TG. LIKE.TG is dedicated to providing powerful solutions for your HR teams and creating an exceptional employee experience. Our aim is to help your company improve employee engagement, onboarding, and to save you valuable time!
Interns design, build, and launch new app – from home!
One of the major draws of an internship is experiencing the energy and rhythm of belonging to a team, sharing new ideas and working alongside industry experts. All of which are hard to replicate working from home during a pandemic – right?Probably for most organizations. But as a digital workflow company, LIKE.TG uses the power of the Now Platform to create amazing digital experiences that enhanced the internship experience in novel ways. From the personalized onboarding experience to virtual global hackathons, this year’s digital internship was designed for those eager to make their mark.As far as intern project briefs go, it doesn’t get much better than, “Let’s innovate -- help customers quickly translate data from their social media platforms into valuable insights.”For four computer engineers participating from home in Hyderabad, India, that project brief became a launch pad to build and release their first ever product to market.Lending their social media smarts and Gen Z perspective to the Platform Engineering internship, Sreetam Parida, Jayesh Narayan, Hemanth Rao Paidipelly and Amratanshu Shrivastava were “boundless in their enthusiasm to make this digital program work for them,” said Srikanth Challapilla, senior manager of platform engineering.“Our interns took just eight weeks to figure out a way to help customers distil the mountains of data generated by YouTube and Instagram and turn them into sharp statistics that seriously boost campaign effectiveness,” he said. “They showed us how to see the challenge from a completely different angle.” The app on LIKE.TG’s IntegrationHub automates analytics on the platforms, allowing small- and medium-sized customers to rapidly fine tune their social strategies for different demographics.Need to know the gender and age group viewing your highest-ranking content? Click, done. Which content has been shared the most? Where in the world your content is trending today? Click, click, done. The spokes also automate mundane and time-consuming tasks, like adding the top 25 video results in a playlist for a specific search term or automating replies to comments on a video.“Sreetam, Jayesh, Hemanth, and Amratanshu have helped us further LIKE.TG’s mission of making the world of work, work better for everyone – in this case our SMB customers,” said Srikanth. “Their efforts will bring enormous value to our company. I’m so proud of their contribution.”These exceptional undergrads are preparing to see their efforts on Instagram go live as new product on LIKE.TG’s IntegrationHub later this year. “From the very start, we were asked to be as open with our ideas as possible, from choosing which projects to work on and which specific features,” Jayesh said. “We had complete freedom regarding the design of the product and our vision for how it would solve problems for people and businesses. The customer was at the heart of everything we did, and this environment made it easy to unleash our creativity and innovate thinking.”Join our team.
Interview Thank You Email Templates With Examples
Sending a thank-you note after a job interview is a longstanding tradition in every industry. From the days of snail mail to the current digital era, employees use this gesture to show appreciation for the opportunity to go through the interview. So, it is essential to write a concise and convincing letter to the company’s employers following the interview. Most job applicants are afraid to write thank you emails because it seems a bit too forward. Others believe that appreciation letters don’t affect your chances of landing a job. Well, that’s not entirely true. A well-crafted interview thank you letter can be the ultimate decider between you and another candidate. Moreover, you don’t need to write a full-blown essay as your appreciation email. You can simply hire an essay writer to finetune your delivery. Let’s discuss the processes involved in writing an appreciation letter and the perfect example to warm any recruiter’s heart. Why should you send a thank-you email? An interview thank you note is an excellent addendum to your CV and cover letter. But if you are still having doubts about an appreciation email’s relevance, check out the potential benefits: Showing appreciation is an act of common courtesy. If not for anything, you should thank the board for the opportunity after the interview. You should also thank the recruiter or interviewer for spending their time to share the company’s goals with you. The letter allows you to reaffirm your candidacy. When you write an appreciation email, it reminds the recruiter about you and your unique skills. You should understand that recruiters in massive companies interview tons of candidates for a vacancy, and your unique appreciation letter distinguishes you from others. And by the way, you can add extra information that you forgot to mention during the main interview. It puts you in a pole position to land the job. Recruiters often reach an impasse when choosing candidates. And this deadlock often triggers the ‘elimination’ process to find out the best-suited candidate to fill the position. With your appreciation email, you can tip the scales in your favor instantly. Key considerations when writing a thank you email Although sending an appreciation email is a good idea, you need to follow standard writing etiquettes to improve your chance of success. Here are the crucial considerations when writing a thank-you letter: Timing All your follow-up emails must arrive within the first 24 hours of the job interview. This technique is useful during the hiring process because it creates a lasting impression on the interview board. So, gather all the relevant facts during the interview and use them to draft an attention-grabbing letter to a specific email address. Addresses When it’s time to meet your interviewers, you will be face-to-face with about 3-5 people. Identify the key figures on the board and address your thank you email to them. You could ask them for their business cards after the interview if you couldn’t find their contacts on the company website. Always remember to thank the recruiter (HR personnel) and your would-be boss and make them feel free to contact you for further questions. Don’t send the same spam email to everybody on the board. Content An excellent follow-up email must contain accurate information. At the same time, you need to review your work to eliminate embarrassing errors. Also, don’t send generic letters to the recruiter. Let them know that you enjoyed learning from them during the interview. Personalize the contents of the letter to the vacancy requirements and most importantly, don’t use informal language in your letter. How to write a thank you email Writing a thank you email after an interview involves listening carefully during the interviewing process. Afterward, use this information to rehash your best attributes as regards the position. So, how can you write an email that makes a lasting impression on the interview board? Let’s break it down into seven key steps: Come up with a clear subject line. Your subject line should contain the addressee’s name and the purpose of the letter. Also, clarify the job title position. Focus on short descriptions that are readable at a glance. Personalize the email. Avoid writing “to whom it may concern” in your follow-up letter. Since you’ve met employers during the interview, you should know their names. Therefore, refer to the addressee by their full name instead of using a generic greeting. Show gratitude. Start the letter with ‘thanks’ before going into details. Thank the addressee for the opportunity and insightful conversation. Keep it specific. Discuss specific moments in the interview that you found interesting. For example, you can talk about your appreciation of the company’s objectives and direction. Recap your professional skills. Don’t assume that the hiring manager remembers everything about you. Mention your professional skills that are relevant to the vacancy. Leverage what you now know from the interview questions and focus on those qualities that align with the company’s values. Proofread carefully. Errors in letters can be deal breakers when applying for a job. Go through the letter more than once to ensure that the message is clear and the grammar is intact. Sign off with a professional greeting. Don’t forget to end the letter with a professional greeting. To be on the safe side, always use ‘yours sincerely’ as your sign-off greeting. Moreover, some people still use handwritten letters to deliver their follow-up messages. Although this technique highlights your dedication to professionalism, it doesn’t always end well. For example, the letter could get lost in the mail. Or the addressee would not open it in time. Therefore, stick to standard emails when writing your appreciation letter because it is more professional and convenient. HR mistakes impact your entire organization. Learn how to avoid the 12 most common mistakes with our free ebook. Download now Thank you email templates and examples Now that we have covered the importance of appreciation letters, let’s go through a short interview thank-you letter sample: Subject Line: Thanks For The Opportunity {Insert Interviewer’s Name}. Dear {Insert Interviewer’s Name}, Thanks for the insightful conversation regarding the position at {insert the company’s name}. Our short interaction has piqued my interest more to become part of your workforce. I was mostly attracted to your clear-cut approach to solving {insert the specific problem}, which is in line with my view on {discuss specific subject}. I believe that I can contribute to the realization of {insert goal} as {insert proposed vacancy} in your company. Please, don’t hesitate to contact me for additional information. I look forward to your feedback and future cooperation. Thanks again for the opportunity! Yours sincerely, {Full name and contact info} You can use this email template for any follow-up message and job vacancy. But you need to mention particular areas of interest picked up during the interview. Don’t forget to highlight your ability to perform each task at a high level. And most importantly, keep your letter short and error-free. About Author: Patricia Lockers is an essay writer helping students with their academic assignments. She has a Ph.D. in History from Stanford. At the moment, she also offers assistance to companies on content creation.
Introducing a new IT Experience Podcast Series: Timely topics for these trying times
Here’s some surprising news: Podcast listenership is actually on the rise (42% more in the US and 53% more in Europe) even with the drastic slash in hours spent commuting to and from work. To feed all those hungry ears, we’ve kicked off a new series around IT Experiences, especially as they pertain to rapidly developing needs and changes in the new world or work.Says Usman Sindhu, podcast producer and host, “The global reality of 2020 is forcing IT departments to totally rethink how they operate, the technology they use, and how they are led. These quick podcasts feature super change agents and other IT rock stars revealing their inside thoughts and strategies. Real time.”Binge the first four podcasts in only an hour.IT Experience: Episode 1: IT leaders' role in the post-COVID-19 worldTune in to hear from Deloitte's Khalid Kark, Managing Director at Deloitte CIO Program, about the IT leaders' role in the post-COVID-19 world. In this episode, we'll also discuss findings from the Deloitte's 2020 Global Technology Leadership Study." target="_blank">LISTEN NOW >IT Experience: Episode 2: AIOps on SteroidsThangavel Viswam (TV), Director of IT Operations at LIKE.TG IT, discusses leveraging the vast amount of data, combined with AIOps to achieve business outcomes." target="_blank">LISTEN NOW >IT Experience Podcast Episode 3: Role of modern architectures in shaping DevOps and ITWe discuss with Alexander Ljungström, Strategic Advisor at Einar & Partner, about the role of modern architectures in shaping DevOps and IT. You’ll hear about the role of CMDB in balancing DevOps and centralized IT processes." target="_blank">LISTEN NOW >IT Experience Podcast Episode 4: Aligning IT and business to deliver digital outcomesDavid Stefferud, Execution & Innovation Manager, LIKE.TG Practice at Accenture, discusses laying the right foundation for the digital transformation. You’ll hear about the importance of CMDB and CSDM to get the quality data for your transformation projects.LISTEN NOW >
Introducing LIKE.TG availability in AWS Marketplace
I’m thrilled to announce that the LIKE.TG platform is officially available in AWS Marketplace. This marks a significant milestone in our journey to seamlessly bridge the gap between the cloud of today and the cloud of tomorrow.“This is a game changer for our customers, enabling them to seamlessly deploy the innovation LIKE.TG is driving,” says Paul Fipps, president of strategic accounts at ServiceNow. “We look forward to witnessing how they leverage AI for their businesses and are excited to co-innovate alongside AWS in the months ahead.”Unlocking new possibilitiesLIKE.TG and AWS forged a collaboration to revolutionize customer experience. By combining AWS’ extensive reach, data, and cloud capabilities with the LIKE.TG platform and our native AI solutions, we’re empowering enterprises to take the next big step in their digital transformation journey.The LIKE.TG platform encompasses core capabilities designed to digitize, connect, and automate siloed processes, streamlining workflows.Through our collaboration with AWS, we’ve developed multiple integrations to enhance customers’ experiences in managing and using AWS resources with the power and flexibility of LIKE.TG workflow engines. Why LIKE.TG on AWS?LIKE.TG is trusted by more than 7,700 customers globally, including 85% of the Fortune 500. The combination of LIKE.TG's expertise and AWS' global infrastructure helps ensure reliability and trustworthiness.As organizations strive for innovation, LIKE.TG on AWS provides a dynamic environment to pioneer new, resilient ways of working. The agility and innovation that AWS bring to the table augment LIKE.TG's commitment to driving transformative change.Benefits of LIKE.TG on AWSWhile our products already complement each other seamlessly, the listing in AWS Marketplace further helps our customers with faster procurement, simplified billing, and cost-effective operations using dedicated AWS spend.The AWS Marketplace is a digital catalog with thousands of software listings from independent software vendors. It makes it easy to find, test, buy, and deploy software that runs on AWS.LIKE.TG, a leading digital workflow platform, has been at the forefront of transforming the way organizations operate. The availability of LIKE.TG in AWS Marketplace provides customers with: Enhanced performance and scalability: The combined capabilities of LIKE.TG and AWS mean your digital initiatives can operate with unparalleled performance and scalability. Whether you're streamlining workflows, managing IT services, or enhancing customer experiences, this collaboration can help ensure your operations run seamlessly. Robust Infrastructure and security: LIKE.TG on AWS harnesses the robust infrastructure and security features of AWS. Your data is hosted on one of the most trusted cloud platforms globally, helping to ensure the highest standards of data protection and compliance. Streamlined deployment and management: Using AWS Marketplace simplifies the deployment and management of LIKE.TG instances. With just a few clicks, you can launch and configure your LIKE.TG environment, allowing you to focus more on innovation and less on administrative overhead.
Introducing LIKE.TG.org: Helping nonprofits fulfill their missions
At LIKE.TG, we live by our purpose to make the world work better for everyone. That means we don’t concentrate on designing technology just for the Fortune 50. We also help nonprofits, which are vital in the service of uplifting every community.Our passion to bring the transformational capacity of technology to nonprofit organizations is embedded in our DNA. I’ve had the privilege of working with many nonprofits throughout my career and now sit on the board for Teach For America Greater Philadelphia.We believe all types of organizations should have the opportunity to work fast, simply, and efficiently. That’s why we’re launching ServiceNow.org.Dedicated to empowering nonprofitsIn the for-profit world, corporations have used the latest and greatest to boost their bottom line. But when you’re taking on the world’s greatest challenges, don’t you deserve the best technology?Working alongside nonprofits isn’t novel for us. We’ve supported the mission-critical work of these organizations for more than a decade. In partnership with BT and the United Nations Refugee Agency (UNHCR), for example, we built a contact center using our Customer Service Management solution to provide displaced Ukrainians throughout Europe access to the help they desperately need.
Introducing Now Intelligence
Here at LIKE.TG we think people should be able to work the way they want to, not according to the rigid dictates of legacy software. Thanks to the Now Platform, help is on the way. The Now Platform Orlando release features new AI and analytics capabilities designed to make work, work better for people. We call this group of capabilities Now Intelligence.Now and customer Intelligence enhances IT, employee workflows, so every department in your company can work smarter and faster. These tools combine human and machine intelligence to make better decisions, solve problems, find answers, and automate tasks. With Now Intelligence, LIKE.TG enables better work experiences powered by insights that streamline business decisions and unlock new levels of productivity across the organization. Highlights include: Cloud Insights, a new solution that helps optimize the cost of your cloud assets by making intelligent recommendations on managing usage across business hours, choosing the right resources, and enforcing usage policies. Agent Affinity for Work Assignment allows customer service teams to assign work to the best agent using intelligent context to improve customer satisfaction. This can include assignment to a specific team that always services a specific customer, agents who have served the customer previously, or agents who have experience with related tasks. Virtual Agent with Natural Language Understanding updates continue to build off innovations unveiled in our Madrid and New York releases, making it easier to create and maintain Natural Language Understanding (NLU) models. Software Exposure Assessment enables security and IT teams to minimize vulnerability risk by identifying vulnerable software and related devices and servers, then initiating changes immediately through standard IT workflows. Mobility solutionsWork increasingly happens on mobile devices. The Orlando release features a host of new mobile features designed to make work, work better on the go. These features have all been used by LIKE.TG employees, who are the first customers for new features on the Now Platform.During the fourth quarter of 2019, for example, 73% of new Now Mobile app users interacted with the search feature during the first week after installing the app. We also found that search continues to be a very important feature, with 30-40% average weekly usage for existing users.Here are highlights of the new mobile features in Orlando: Mobile Agent enhancements that deliver native mobile experiences so service desk agents and operators can resolve issues at any time, through any mobile device. These capabilities are available on ITSM, ITOM, and Field Service Management solutions. Mobile Branding and Analytics allow customers to configure the mobile experience to deliver your organization's branded look to your pre-hires, new hires, and employees, while getting detailed visibility into the services they use most. Mobile Targeted Campaigns provide employees with important and relevant information (like 'tax time', site updates, local IT initiatives) right on their mobile devices, using profile information like department and job type. This proactive approach to employee communications increases satisfaction and reduces calls to the service desk. The Orlando release is also great news for developers. The Now Platform now features automated change management for DevOps pipelines. These tools generate fresh insights for developers and IT operations while automating manual, time-consuming change approval processes. This will enable customers to release features developed off-platform more rapidly, while maintaining security. LIKE.TG DevOps, which was initially available through the LIKE.TG store, is now available as part of the Orlando release.Orlando is the sixth platform release I’ve overseen at ServiceNow. I’m so proud of the global engineering, product, and design teams that worked tirelessly to ship the Now Platform Orlando release on time while delivering high-quality innovation. These teams are already hard at work on our next platform release, coming in the fall.We’re excited to introduce and walk you through the Now Platform Orlando release with Now Intelligence. Join us for the release broadcast on March 19th. The Now Platform Orlando release is generally available today. The LIKE.TG Now Agent, Now Mobile, and LIKE.TG Onboarding apps are available to download on the Apple iOS store and Google Play store.
Introducing the LIKE.TG Blog
“When I started LIKE.TG in 2004, my vision was to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.”-Fred Luddy, FounderYou may have noticed a few changes at LIKE.TG over the past year, in particular our rebranding efforts – a new logo, a new color palette and a simpler, more intuitive user experience. As part of those efforts, we are relaunching our company blog.LIKE.TG technology enables great experiences for employees and customers. Quite simply, we make the world of work, work better for people. We designed our blog in the same spirit, making it easy for you to find the information you need, when you need it.Here you’ll find the latest news from our company. We’ll share what we’re building to enhance the power of the Now Platform. We’ll also publish insights by LIKE.TG experts on how digital workflows can create great experiences and unlock productivity.Our Life at Now section celebrates the people of ServiceNow. We’re proud to have been named one of LinkedIn’s Top Companies to work for in the United States, and we are committed to building a culture of diversity, inclusion and belonging.Together with our customers, LIKE.TG is building the future of work. These are our stories.
Introducing the LIKE.TG Feedback Portal for Requesting Features and Reporting Bugs
As an innovative business, we strive to understand how to better serve our customers and make their experience with us as rewarding and successful as possible. That’s why we are excited to announce the launch of a new feedback portal in LIKE.TG, our extremely user-friendly customer support platform.With this intuitive tool, it is now easier than ever for you to express your thoughts on how LIKE.TG can further elevate your service experience. In addition, you can submit feature requests or report bugs in the feedback portal.You can also view feedback submitted by other users and vote on the issues you think are most important. With the feedback portal, we hope to better understand common interests and concerns, allowing us to make meaningful improvements to BoldDesk. We are eagerly looking forward to your feedback and working together to make LIKE.TG the best product it can be! Using the feedback portalLIKE.TG’s feedback portal is straightforward and user-friendly. It provides a central location where you can:Share feedback on all LIKE.TG features.File bug reports for any problems you encounter.Vote on feedback from other users to move it higher up our priority list if you it’s something you think will be widely beneficial.Comment on other users’ feedback if you have any concerns or questions about it.Submitting feedbackTo start using the feedback portal, just log in with your LIKE.TG account or register a new one. After logging in, you’ll see the following page:Here, you can see feedback from other users as well as your own. You can submit new feedback at any time by clicking Create feedback at the top of the page. You’ll be presented with a Post Your Feedback dialog where you can select whether the feedback is a feature request or bug report and then provide a description and any necessary attachments. You’ll also see the option to set your feedback as public or private.Public feedbackPublic feedback can be seen by everyone, and other users can vote on whether the feature request or bug report is important.Private feedbackFeedback can be submitted privately if you are wary about sharing certain details due to privacy concerns. Only you and the LIKE.TG team can see private feedback, ensuring your information remains secure.Subscribe to specific feedback email alertsYou can receive notifications regarding updates in specific feedback submissions by using the Watch option. You will be emailed alerts when the feedback you’re watching is updated.How to monitor your feedbackYou can track the status of your feedback in the My Feedback page. Once a LIKE.TG team member starts working on your feedback, we will update its status and you will receive an email with all the details about the update.Bottom lineWe have created a simple, user-friendly portal where you can share your thoughts and suggestions for LIKE.TG with us. Your feedback is incredibly valuable as it helps us improve our services and makes LIKE.TG a better platform for everyone. We welcome all opinions and ideas, and we carefully review each one of them. We can’t wait to hear from you! So, go ahead and share your thoughts on our feedback portal today!
Introducing the LIKE.TG Scholarship to promote diversity in tech
Updated April 26, 2024At LIKE.TG, we make the world work better for everyone. That’s why we’re committed to inclusive hiring. That passion for inclusion extends to the communities in which we work and live and the tech industry as a whole.To help us fulfill this purpose, we launched the LIKE.TG Scholarship fund in October. It provides undergraduate students in the U.S., Puerto Rico, and Europe with a two-year, $20,000 scholarship to enable award recipients to pursue a career in tech.Administered in partnership with Scholarship America, the LIKE.TG Scholarship demonstrates LIKE.TG’s deep dedication to supporting underserved students in completing a college degree.We’re proud to have also supported other organizations, such as the Thurgood Marshall College Fund, Benedict College, Harvey Mudd College, the Polytechnic University of Puerto Rico, and the University of California San Diego, in awarding scholarships to students pursuing STEM degrees.In addition, we’re helping students and others RiseUp with LIKE.TG by creating more opportunities for them to gain the education and skills to advance their tech career.Making an impactThrough our various scholarship initiatives, we selected and awarded 45 students around the globe—including in Germany, Ireland, Italy, and the U.S.—with a scholarship in 2023. Here’s a glance at the impact we’ve made as a result: 85% of scholarship students are pursuing a STEM-related degree. 58% of students identify as women, advancing women representation in STEM fields. At least half of our recipients identify with an underrepresented group (URG). (LIKE.TG defines an URG as individuals who identify as Hispanic or Latinx, Black or African American, two or more races, Native Hawaiian or Pacific Islander, American Indian or Alaska Native.) With reduced financial burdens, scholarship recipients have more time to focus on their education and dream even bigger. “This award not only alleviates my financial concerns, but it also validates my dedication to making a positive impact in the tech industry,” says Marjia S., a student at Dublin City University in Ireland. “I am genuinely excited about the opportunities that lie ahead and am committed to using this support to contribute to a more inclusive and innovative tech community."Kerryn X., a student at The University of Texas at Austin, echoes that sentiment. “My lifelong goal is to improve lives by combining my technical skills and creativity to bridge the gaps between the healthcare system and those who need help,” she says.“I want to reiterate my thankfulness to you for this generous scholarship. Your earnest support allows me to focus on my current research and classes and further explore the ways I can work toward my goal of bridging gaps within the healthcare system.”For Kennedy G., a student at North Carolina Agricultural and Technical State University, “The Thurgood Marshall scholarship [funded by LIKE.TG] helped me achieve my goal of getting my dual degree in engineering,” she says.“The scholarship has lifted some of the financial load and stress that comes with going to college. I feel very supported by a community of people who are dedicated to seeing me succeed in my collegiate career.”Dedicated to DEIOne thing I’ve always loved about LIKE.TG is that its commitment to diversity, equity, and inclusion (DEI) never stops at our employees. It extends to our customers, partners, and the next generation of tech talent.There’s a natural, strong connection between DEI and workforce advancement. The LIKE.TG Scholarship fund brings these two necessary forces closer together to help achieve our mission to skill the future. Congratulations to our 2023 scholarship recipients!How the LIKE.TG Scholarship worksScholarship applicants must be current technical or college/university undergraduate students working toward any degree with the goal of pursuing a career in tech.They must have completed at least one full academic year of undergraduate study and plan to enroll in full-time undergraduate study at an accredited two- or four-year college, university, or vocational-technical institution (or equivalent) for the entire upcoming academic year.Applicants who have overcome adversity are encouraged to apply. Financial need will be considered for all applicants. Award recipients will be selected based on academic record, demonstrated leadership, career goals, and personal or family circumstances.Students chosen to receive a scholarship will be awarded $10,000 for one year. The award may be renewed for an additional $10,000 for the following year if the student has not graduated. Scholarship winners will also be invited to explore early-in-career job opportunities at ServiceNow.The future of the tech industry is bright. Including diversity in tech will only make it brighter.Find out more about the LIKE.TG Scholarship.
Introducing the Now Platform New York release
Ever since the rise of the modern corporation in the 19th century, the typical company has been a cluster of silos: IT, HR, legal, finance and the rest. That was then. Today a very different kind of company is emerging, based on a web of partners and functions that collaborate and share information in real time.In no small part, this shift is happening because employees want to work differently. They expect technology to make their work life as great as it’s made their home life: simple, convenient and accessible with a swipe on their mobile device.LIKE.TG is driving that transition. Thanks to digital workflows running on the intelligent, intuitive Now Platform, silos are disappearing. Work moves smoothly across the enterprise. Employees spend less time on routine tasks and more time on meaningful work that creates value for the business.
Introducing the Now Support mobile app
The COVID-19 pandemic has reminded me and many others of the importance of customer service. Today, customer service management is a 24/7 business.LIKE.TG’s Now Support portal already allows our customers and partners to manage their instances, upgrades, and users from one central location.We recently upgraded our public Now Support portal by providing easy access to the right content and making logins easier with the help of our Virtual Agent chatbot. Today we’ve taken a further leap by launching the Now Support mobile app. Customers can now obtain post-sales support via a dedicated mobile app. Previously, customers could only obtain support via web browser, often via laptop/desktop. This new app will make work, work better for our customers.Built on the Now Platform®, the Now Support mobile experience is a personalized app that provides LIKE.TG administrators with easy access to most of the resources available via our portal offering. This new mobile experience is designed for use on the go. Customers can track issues, create cases, access helpful content, receive notifications, and obtain instant fulfilment via our automation store–anywhere, anytime.Increasingly, people work anytime, anywhere, at home and outside traditional office environments. As a result, customers need more flexible support. This shift has accelerated enterprise mobile adoption. According to LIKE.TG’s recent Mobile Usage survey, 90% of companies already provide apps to employees, with more than one quarter of workers using the apps to request help or ask a question.Resolve issues on the goOur users often have many responsibilities, ranging from LIKE.TG admin work to development, operations and other IT tasks. As a result, customer admins face a heavy volume of both requests and information. This can impact their ability to capture key details and avoid mistakes.With the Now Support mobile app, LIKE.TG admins can consume, manage and track critical information, such as common requests and critical cases, on the go. Work can now be distributed anytime, anywhere, away from traditional office environments and desktop settings.Customer admins and technical support professionals who are responsible for monitoring and maintaining the health of their companies’ LIKE.TG workflows are often assigned to “on call” duty, where they must be available around the clock–sometimes for up to a week at a time. The Now Support mobile experience eliminates the anxiety and burden of feeling tethered to a desk, offering customers access to critical capabilities from the palm of their hand, including: Real-time notifications; Ability to move critical cases forward as needed; Change management; Access to the Now Support library of knowledge; and A consistent and continuous experience across touchpoints and channels. The Now Support mobile app is just one of the ways we are focused on making work, work better for our customers. This week, we’re also introducing a fully revamped Customer Success Center to provide even more ways to learn and harness the power of the Now Platform. The new, persona-based Customer Success Center will offer customers one place to learn, share and achieve their goals. It features expanded search capabilities, in-depth knowledge documents and a dedicated repository of Customer Success webinars.By deploying our own Customer Service Management (CSM) solution, we’ve achieved a step change in customer support here at ServiceNow. Thanks to the Now Platform®, we can tap into other LIKE.TG applications and capabilities that enable us to scale as we grow. Now Platform features such as the Now Support mobile app and Virtual Agent deliver better self-service experiences for our customers. They also improve the case fulfilment experience for our technical support engineers.Our customers and employees have responded positively to the improved self-service experience. Fewer than 10% of issues are reported to us via phone. More than 83% of all customer cases are submitted online via the Now Support portal.Here at LIKE.TG, we believe we are our own best use case. Our enhanced Now Support portfolio is a key step in our own digital transformation journey. We continue to expand use of our own products internally, with a mission of maintaining or exceeding our 9.2 CSAT score for Customer Support.Quality support is a necessity for LIKE.TG customers. That’s why we are committed to providing our users with alternative ways to access the support they need, when they need it.The new Now Support mobile app is available now for download to all customers via iOS and Android.
Is Employee Development Really A Good Investment?
"What if you train your people and they leave? Worse is not training them, and they stay." There you have Henry Ford's opinion on employee development. And, of course, we agree with him. A business will only go as far as the workers can carry it, and the average business starts with a handful of people. In time, it’ll grow to a point where these people can’t handle every aspect of the business. Here, you may start to outsource customer services. Eventually, the business will grow to become a company requiring many capable employees. If your company is at that point, there are a few things you need to consider. First, you need to ensure you have dedicated HR solutions in place. Software like that provided by LIKE.TG, offers a range of solutions that are designed to meet your business needs and streamline your HR processes. The second is that you need to have skilled employees working for you to keep your business on track. But more importantly, you must invest in their development. Why? We'll get into it shortly. But first, let's have a look at what employee development entails. What is Employee Development? Nowadays, employee development is a buzzword in work discussions. People use it in almost all workplace culture and corporate compliance conversations. And as you may have guessed, it simply means training your employees to be better at their jobs and be able to take on new responsibilities. Employee development has several facets, and your approach to it will depend primarily on your business processes. Most times, employee training will involve imparting technical skills to the group. But it may also include other aspects such as workplace safety or CRM competencies. However, a comprehensive training regime will also promote managerial competencies alongside core disciplines. For instance, contact center employees can learn the fundamentals of leadership alongside how to monitor a call. Nevertheless, note that you can't force growth on an employee. For the employee development program to be effective, it must be a collaborative effort by employers and workers. The employer must be willing and the employee ready. With adequate planning you can avoid 11% of your resources being wasted. Is the ROI on Employee Development Worth It? A comprehensive employee development regime will take time. But of course, the investment will more than pay off in the long run. Let's examine some of the dividends you'll enjoy when your company’s employee perk includes personal and skill development. Improved Employee Performance Only an employee who doesn't care about growing your business or doing better in their career won't be interested in improving. However, these kinds of people are few and often have specific reasons for such attitudes. Often, employees are eager to improve, especially if it means they'll have a chance to qualify for better positions. Then again, 74% of workers are willing to learn new skills to remain employable. Innovative trends mean the industries are ever-changing, and the players must constantly improve. As such, to stay employable is to grow consistently. So, most employees know they have to develop to retain their jobs. Therefore, you can count on them to do better in their careers when you train them. A good performance management software can also help boost employee productivity and morale. Additionally, a carefully structured employee development strategy won't just give the workers tools for their jobs; it'll also cultivate continuous learning habits. It'll push them towards consistent personal growth without losing focus on their primary assignments. But the best part is that training also helps to increase employees' confidence in their abilities. Plus, they'll have more motivation to work and be grateful to you for assisting them in growing. These three factors will encourage them to stay and repay you by using their skills for the company. Better Employee Response to Disruptions Nowadays, industry trends are widely unpredictable as disruptions are becoming more commonplace. So, it's now more crucial than ever for companies to be ready for the unexpected. And, of course, your readiness will show in how you respond as situations arise. The same applies to all your employees. Your company's readiness for disruptions will show in how your employees stand up to the task when necessary. Putting your employees through comprehensive developmental programs will prepare them to respond like professionals whenever necessary. Additionally, disruptions often bring challenges that can become opportunities depending on how you react to them. Proper training programs will help you create adaptable employees adept at managing spontaneous situations. And eventually, you'll have a group of workers who won't only stand up to challenges, but are also engaged enough to find and maximize the opportunities in them. Attract Top Talents Naturally, most people will love to work in an organization with several bright minds and capable employees. That's why excellent companies often attract the top talents in the industry. Most prospects will love to work in a naturally engaged workforce that's also constantly developing. Additionally, many will love to take on new roles that'll afford them opportunities to gain new skills and experiences. As a result, such high-value prospects will be willing to work with you, provided you can help them obtain such competencies. Conference Board’s latest survey says 96% of respondents deem work-related development as important, and 58% will leave a company without any employee development plans. The data proves potential employees will be happier to work for you if they know you'll provide growth opportunities for them. In that case, you can attract top talents, especially among millennials, by offering development opportunities as part of the employee perks. It shows your company cares about and actively invests in its employees' growth. Nurture Future Leaders Organizations must have competent employee leaders to operate at an acceptable efficiency level. Of course, your organization probably already has capable leaders, but you should also be planning for the long term. Ten years from now, some of the current leaders won't be with the company anymore. When that happens, the employees you've nurtured with managerial skills will come in handy. Investing in a comprehensive employee development program helps you impart the necessary leadership and managerial capabilities to your staff. This way, your call center employees can take charge when necessary and not only transfer calls or listen to complaints all day. But of course, there's the risk that the workers may leave after you invest in them. To that, we'll refer back to the quote at the top of the article. It's better to train them, and they leave, than not to teach them though they stay. Why? Because if you don't train them and they stay, your company won't grow as it should. Then, you may eventually have to lay them off because they're not competent. Then again, aside from the management staff and key decision makers, most employee groups have a few members that the rest look up to. Such individuals often have a remarkable influence on general work attitudes. Putting your employees through development programs will help create more workers with positive work attitudes that others can look up to. Therefore, when you invest in an employee development program to nurture future organization leaders, you'll create a pool of competent and loyal de facto leaders for the company. They'll know their responsibilities towards the organization's goals and won't slack off on duty. Image sourced from talentlms.com Enables More Flexibility For Innovation and Expansion Companies need to be nimble and innovative to stay ahead in their industry. But of course, the employees make up the support system enabling everything a company achieves. So, for a company to be flexible, the workforce needs to inculcate the necessary values. Therefore, having a well-trained, flexible workforce that can adapt to changing situations is a significant advantage to an organization. Such a group of employees will be able to manage changes and make the most of them. You can impart an innovative mentality to your employees with suitable developmental courses. A comprehensive program will develop their existing skills and equip them with competencies to adapt to changes. Moreover, well-trained employees tend to be more invested in achieving the organization's objectives. Having a group of employees with this work attitude creates a highly engaged workforce, a crucial workplace culture for success. Lastly, employee development creates a receptive space for innovative expansions. For instance, say you have plans to implement mainframe modernization and integration plans. You’ll have no reservations about this when knowing that your employees can now handle such systems after their training. Want to Improve YourCompany Culture Find out what type of company cultureis right for you. Try It Now You Trust Your Workforce More Investing in employee development gives more incentive to believe in your workforce's ability. Because you were involved in their growth, you know the skills they have acquired and can vouch for them. That way, you can trust them to take on tasks they previously might not have been able to. For example, you'll be able to confidently apply automated test scripts to your process after having trained your employees in how it works. Employee Development Opens You Up to More Employee development liberates you to be more futuristic in your processes. The quality of your employees' contributions will also improve. Take a contact center. Proper employee training means it would bother you less if the customer service rep had a call recorded. You trust them to do an excellent job with the clients because you have provided the developmental tools to do the job. Overall, your company will grow, the employees will be more satisfied with their jobs, and everybody will be happier with their roles. Try WorkmatesInteractive Demo Click through it yourself withinteractive demo. Try It Now
Is Perfect Restaurant Communication Possible?
We’ve all heard the restaurant horror stories - lost bookings and wrong orders. They’re usually just a case of simple miscommunication. As a restaurant owner or manager, you do everything you can to prevent this. But no restaurant is perfect, right? In this article, we will explore whether perfect restaurant communication is actually possible. Why is Communication Important? Effective communication is the key to running a successful restaurant. With so much going on front-of-house and in the kitchen, each area needs to know what the other is doing. Any miscommunications can lead to costly mistakes, so communication needs to be smooth not only on a daily level but also throughout the whole company. Many companies now use business communication systems such as Workmates by LIKE.TG to make communication easier. This helps aid good management and team cooperation, which are also vital to create the perfect working environment. Communication Starts With the Management Successful communication begins with the people in charge. If the communication coming from the top isn’t effective, it will quickly affect the day-to-day running of your restaurant. Each head of department needs to be liaising with their own team as well as those in charge of other teams. The kitchen needs to know how many bookings have been made. The waiting staff needs to know if something is off the menu. These are some ways you can ensure the channels of communication stay open as a manager: Team meetings at the start and end of each shift Regular check-ins in each area of the restaurant Door-open policy for employees Logbook for suggestions As a manager, it is also your job to maintain a healthy work environment for your staff. This includes being available to talk, giving constructive feedback, and handling employee conflict when needed. A breakdown in communication somewhere is a time-sensitive issue that should be handled immediately. Transparency is also important with management. If employees trust you, communication is much easier. It may be part of your job role as a manager to recruit new employees. When it comes to successful employee onboarding you need to be clear about what is needed from employees from the beginning. This means setting out clear job roles and work policies. This will also ensure better employee retention. Most restaurants include shadowing as part of the training process. New employees observe and learn from current staff members, meaning they get on-the-job training without being thrown straight in. Get the Team Together The best workplace teams are those who enjoy working together. Employees who see each other as friends communicate more effectively and are more likely to work together better. So encouraging staff meals and socializing outside of the restaurant could be the key to successful team building. One of the areas where communication can lack is with employees who do not work the same shifts. A lot of companies, including restaurants, that tend to have a day shift and night shift staff can find that tensions mount between employees who do not work together. They can feel that work is being left for them, or that they get the more difficult shift. Regular staff meetings can be useful for getting the whole team together. These don’t have to be formal. They can just be a place for employees to bring up issues and share ideas on how to work better together. Increasing employee engagement will boost productivity as well as communication. The Menu Did you know that one of your most effective communication tools as a restaurant is your menu? This isn’t just where your customers choose their food. With prices, allergens, and descriptions, it is a window into your kitchen. So it is important to get this right. But what makes the perfect restaurant menu? Keep it short - Too many dishes mean too much choice for the customer and more work for the kitchen. Allergens - It is vital that you have the correct information. This is a health and safety matter and customers are trusting you with their food. Clear description - If there’s any doubt about what a dish is, make it clearer. This avoids customer confusion and disappointment. Layout - Make it as easy as possible for customers to find what they want. Design - Your menu template needs to look clean as well as reflect your brand. Don’t choose bright colors and fonts that are unreadable. Many customers like to look at food options before they choose a place to eat. This is where online menus can be an effective communication tool for restaurants. Even if you don’t currently have a restaurant website, you can register domain names to use as a place for customers to view your menu. But it is important that you keep your online menus up-to-date. There’s nothing more disappointing than having a customer arrive at a restaurant to find that they no longer make their chosen dish. Digital Tools for Better Communication The latest advances in technology could be the final step in perfecting communication within your restaurant. Automating certain tasks leaves more time for in-person communication and less room for error. Social media and online messaging mean that teams can stay in touch when they aren’t at work. This puts an end to missed messages and lost conversations. Group messaging Communication among employees doesn’t stop when they leave work. But with social media and endless messaging apps, it is better to provide employees with a way of communicating that can be monitored, such as Workmates by LIKE.TG®. This means that conversations can be transparent and problems can be dealt with. It also gives management a way to send messages to all employees at once. Workplace social media can also be a good place for employee recognition. This is a part of the work culture that often gets forgotten. It is a way to boost productivity and reward employees for their achievements. Remember communication isn’t just about contacting employees when you need something from them. Communication automation Business process automation (BPA) uses software to automate repetitive tasks that take time away from other important tasks. While it is becoming popular with companies to use in HR and customer services, it can also be used for communication. Automation is the best way to ensure no one misses important messages or updates. Scheduling app Creating work schedules can be a difficult, time-consuming task as there are so many variables to consider. A scheduling app can create your restaurant’s schedules based on availability, the skillset of the staff, and shift preferences. You can even factor in holidays and shift changes. VoIP technology Voice over Internet Protocol (VoIP) means that your restaurant can make and receive all calls using the same number. With VoIP telephone systems you can have multiple lines that are linked so you won’t miss out on bookings while dealing with customer inquiries. Perfect Restaurant Communication Advances in software mean we now have the technology to automate a lot of our communication. But this may not be the key to perfect restaurant communication. Communication is centered around people within the company. It is clear that effective communication within a restaurant needs good management, as well as employees who are willing to work together as a team. So it looks like perfect restaurant communication may not quite exist. But that just leaves room for us to constantly learn and improve on it. Try Workmates Interactive Demo Click trough it yourself withinteractive demo. Try It Now
Israel’s BDi Code ranks LIKE.TG a top company to work for
When our employees do well, we do well. This mindset is central to how we work at LIKE.TG and has been fundamental to our pandemic response. Without our 180 fantastic employees in Israel, none of the work we do would be possible.So, when BDi Code announced LIKE.TG as one of Israel’s top 100 companies to work for, it confirmed we’re doing something right for the people who make the company what it is. In the comprehensive study, we scored 36th in the field of Hi-Tech and 84th overall.The Israeli office is unique in Europe, the Middle East, and Africa (EMEA), enjoying what’s effectively a direct link to headquarters, thanks to in-market engineering capabilities that put it at the forefront of innovation and technology development across the entire global business.The ranking recognizes that unique status, placing us among the likes of Google, Microsoft, and Facebook. We’ve always worked hard to have our employee experience up there with the best, so it’s humbling to hear that we’re on the right track. But when it comes down to it, our achievement is due to one simple thing: our extraordinary employees.Keeping people our top priorityWith many of our employees balancing work and home life over the last year or so, it became crucial for us to enable flexibility through our work-from-anywhere arrangement. More than that, we needed to foster a sense of community, maintain the company culture, and prevent isolation.To help us get through the fallout from the pandemic, we set up regular activities to keep teams engaged, from monthly well-being packages to cooking classes and even lectures on multiple topics. This helped maintain the company momentum while offering constant support to employees.We also created team-building events around cultural holidays that were open to employees’ families. We closed out the year with a stand-up comedian and sent out surprise snack boxes for our employees to enjoy as they watched through Zoom.Although these initiatives helped keep us connected, it was really our strong work culture built by our employees that made them all possible. That made a big difference to employee morale.Enhancing the employee experienceTechnology is central to the value we provide for our clients at LIKE.TG, so it’s no surprise that it’s fundamental to enhancing the experience of our employees, too. That’s where the Now Platform® comes in.We make sure our staff personally enjoy the benefits of the Now Platform every day. For example, since January 2020, we’ve hired 60 new employees—39 of them during lockdown. Our employee onboarding app has been vital to making this process smooth and simple. Preparing for flexible workingThis past year has undoubtedly been challenging, but we have a lot to look forward to in the coming months—particularly returning to our newly renovated and design award-winning office outside Tel Aviv.To make the transition easier (and more enjoyable) for our employees, we had Shirli Zamir Design Studio come in to expand and redesign our office during lockdown. Employees will be able to enjoy a collaborative space with a semi-open floor plan, communal dining, neighborhood working areas, and much more.There will be bumps in the road as we transition back to “normal.” No matter what happens next, we’ve made a commitment to support our employees whether they work at home or in the office. That will involve bringing people together, connecting them, and allowing them to have autonomy in their roles and flexibility to thrive.Empowering employees at LIKE.TGIt’s not just about our office—we strive to create a great place to work no matter where our people are based.If you hire talented people, empower them to thrive, and give them a purpose they can be proud of, your employees will drive your business to success. Backed by the right support, technology, and care, the sky really is the limit.We're hiring. Visit our careers page.LIKE.TG, the LIKE.TG logo, Now, and other LIKE.TG marks are trademarks and/or registered trademarks of LIKE.TG, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
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