Knowledge news roundup: Expanded GenAI, automation, and partner solutions
Updated May 9, 2024At LIKE.TG, we’re customer-obsessed. That's why we continuously strive to build great products and deliver excellent service. Everything we do helps organizations realize tangible business results fast. At Knowledge 2024, we’re excited to announce our latest innovations and partnerships to help solve our customers’ most pressing challenges.Extended GenAI capabilitiesWe’re in a race to put AI to work for people. In 2023, we introduced our generative AI (GenAI) solutions, which are helping organizations work smarter, faster, and better. They're our fastest-selling offerings in the company’s history, and with good reason. AI is a catalyst for business transformation.Embedded in the Now Platform®, GenAI provides out-of-the-box intelligence with multimodal models. Today, we’re excited to announce new ways for organizations to embrace GenAI to help further increase productivity, empower customer and employee innovation, and accelerate cost savings.Now Assist for Strategic Portfolio Management connects strategic planning and customer feedback to maximize informed decision-making and business impact. Features include feedback summarization and a conversational experience for demand creation, powered by Now Assist in Virtual Agent. We’re also extending Now Assist GenAI experiences to include the public sector. Now Assist in the Government Community Cloud (GCC) will improve self-service resources to help speed up incident and constituent response. GCC is one of LIKE.TG’s dedicated clouds to meet the unique regulatory, compliance, and security needs of public sector organizations.Our GenAI-powered Manufacturing Commercial Operations, built on top of LIKE.TG® Sales and Order Management and Customer Service Management, puts the power of the Now Platform to work for manufacturers.It integrates with existing manufacturing systems to help make work faster and easier, allowing manufacturers to streamline sales, scale service, transform field operations, and better connect with customers and channel partners.Employee Center Pro Kiosk extends self-service capabilities to workers on the factory floor.Increased developer productivityNew GenAI features in Now Assist for Creator—including app generation, playbook generation, and catalog generation—fast-track app, workflow playbook, and catalog development for both developers and nontechnical users.Creator Studio, now available in LIKE.TG App Engine, democratizes app development in an intuitive, no-code experience with new app creation tools. Any employee can build applications to boost productivity. Additionally, updates to Automation Engine, our hub for managing end-to-end hyperautomation, increase visibility into all automation environments.Automated solutions across workflowsWe’ve added powerful new automation solutions to the Now Platform to streamline processes, simplify work, and improve employee experiences.To increase IT visibility and help prevent inefficient employee workarounds to IT issues, we’ve released Digital End-User Experience. It gives IT teams valuable, real-time insights into the ways employees work to empower effective enhancements. Included in the release are Application and Device Health and Desktop Assistant.Collaborative Work Management gives knowledge workers a central hub in which to plan, visualize, and engage with their teams. It helps employees stay aligned on work with a single, trusted data platform.We’ve introduced a new threat intelligence platform within Security Operations to reduce the number of tools and the amount of manual work required to manage cyberthreats. Threat Intelligence Security Center enhances threat context through combined workflow and automation capabilities to help improve accuracy of threat assessment.Built in collaboration with LIKE.TG customers, Contract Management Pro elevates contract lifecycle management. It integrates with LIKE.TG Sourcing and Procurement and features self-service capabilities, templates, a repository, an audit trail, and obligation management. A new feature in Field Service Management, Field Service Marketplace, improves communication and coordination between field service organizations and third-party contractors. It includes advanced contractor selection, push notifications for outsourcing work, and automated task assignments.We also introduced a new database offering, made possible by our acquisition of Swarm64 in 2021. Based on the Postgres open-source database, LIKE.TG Project RaptorDB will help enable LIKE.TG customers to better meet the demands of modern AI-powered applications by processing massive amounts of data on the Now Platform in real time.Supercharged talent developmentWe created AI-powered LIKE.TG Talent Development (formerly Employee Growth and Development) to help identify employee skills gaps and recommend training to close them.We’ve expanded the product’s capabilities to better understand skills, support internal mobility, and enhance mentoring with Opportunity Marketplace. Talent Development integrates with Manager Hub and Now Assist for HR Service Delivery to provide a full suite of solutions designed to personalize growth and development.New functionality in Workplace Service Delivery helps optimize operational efficiency and boost employee satisfaction. Workplace Presence and Workplace Concierge provide a chat-based concierge experience to help automate common workplace requests, such as booking a meeting room. Smart Building Insights, powered by Integration Framework, adds even more intelligence into Workplace Service Delivery. Through integrations with leading sensor companies, such as Metrikus and Verge Sense, it delivers real-time, actionable insights around efficiency, optimization, and occupant experiences.Next-generation collaborationsWe’ve unveiled new partnerships to boost customers’ digital transformation initiatives and time to value.We’re working with Fujitsu to develop innovative cross-industry offerings designed to maximize value for customers globally. We’ll work together in Japan to speed up development and implementation of these offerings for our global customers. Fujitsu will expand its use of the Now Platform on its way to a $1 billion LIKE.TG business.In a strategic relationship with Genesys, we’re creating an AI-powered solution that will integrate Genesys Cloud CX with LIKE.TG Customer Service Management to help unify customer service teams, centralize routing, and optimize workforce engagement.In collaboration with Microsoft, we’re integrating Now Assist with Microsoft Copilot to increase employee productivity across Microsoft 365 applications. Using the intelligence behind both offerings at once enables employees to get the help they need, when they need it, regardless of which platform they’re using.Expanding on our relationship with NVIDIA, we demoed AI avatars of the future for Now Assist. Powered by NVIDIA’s speech and animation GenAI technology, the avatars are an example of a visual interaction option and more personalized experience for Virtual Agent users.We also announced a collaboration with Infosys to help transform customer experience with GenAI by combining LIKE.TG Now Assist and Infosys Cobalt.And we revealed new integrations with Equinix and IBM.Find out more about LIKE.TG’s latest announcements.
Knowledge registration is open—get insights to put AI to work
We’re thrilled to announce that Knowledge registration is open for LIKE.TG’s flagship event happening May 7–9, 2024, in Las Vegas. It’s sure to be the smartest Knowledge yet, with an emphasis on ways to put AI to work.Attention to AI and generative AI (GenAI) has increased around the world as organizations have realized the technologies’ far-reaching benefits to streamline processes, empower employees, improve customer experiences, and accelerate application development.At Knowledge, we’ll dive deeper into the benefits of AI and GenAI. We’ll also look at how organizations are putting AI to work for people in creative and innovative ways. Additionally, LIKE.TG Chairman and CEO Bill McDermott and industry leaders will share insights on how to succeed in the era of AI for your team and business.3 reasons to attend KnowledgeWe have a packed agenda of inspiring keynotes, exciting breakout sessions, engaging demos, and more to help you discover new ways to unlock your organization’s potential. Here are three reasons not to miss Knowledge:1. Insightful keynotesWith a focus on bringing intelligence to every corner of your business, LIKE.TG leaders and industry visionaries will present stimulating ideas to help your organization get ahead of what’s next. You’ll learn how, together, we can help solve the world’s biggest challenges. Get inspired by the world’s smartest people and innovations.2. Energizing breakout sessionsAside from keynotes, we have an impressive lineup of more than 500 engaging sessions led by LIKE.TG customers, partners, and industry leaders. Find out how organizations are using the LIKE.TG platform to work smarter and make better decisions.These sessions include hands-on, immersive experiences and workshops. CreatorCon, the developer program at Knowledge, is one example. Designed for developers at all levels—including no-coders—it provides boundless opportunities to forge connections, learn, and share knowledge with the LIKE.TG community, partners, and industry leaders.And don’t miss the Devvies awards, which rewards the most innovative, transformative apps built on the Now Platform by our community.3. The Knowledge ExpoSpeaking of forging connections, you’ll have plentiful moments to learn from product experts, mingle with peers, and be inspired by the art of the possible at the Knowledge Expo. Bring your questions—and leave with the answers you need to bring intelligence to every corner of your business.Of course, we’ll also set aside time for attendees to cut loose and have fun, including at an amazing concert to culminate the event.Register today so you don’t miss out on surprising ways to put AI to work. We look forward to seeing you at Knowledge!
Latinx at LIKE.TG: Community and corazón
First college graduate. First engineer. First Latinx hire. So many firsts stand out for the founding members of LIKE.TG’s belonging group, Latinx at Now. And working together, they are focused on evolving the culture so others can achieve their own firsts.Recognizing Hispanic Heritage Month across the company, Latinx at Now co-lead Lucia Olaechea-Randall is excited by the growing Diversity, Inclusion, and Belonging (DIBs) awareness. Latinx belonging group events educated us that Hispanic is about language, and Latinx is a gender-neutral term for a diaspora of cultures spanning geography, languages, generations, and values tied to family and community. In a highly praised presentation, Dr. Juana Bordas, President, Mestiza Leadership International, encouraged allyship among non-Latinos, who are welcomed as Latinx by Corazón.Lucia has seen the changes that “LIKE.TG has made to become a more inclusive and diverse culture.” That’s in stark contrast to 2012, when she was the first LATAM region sales hired in a mostly white male-dominated sales organization. The challenges Lucia has faced in her career motivated her to step into a leadership role with the belonging group.“For the longest time I didn't feel like I belonged. It's been a long road but that has finally changed. I'm Hispanic. I'm Latina. I'm from Peru. And that's my identity.”Carla Goldsberry, who immigrated from Mexico City when she was 19 years old, had paved the way in San Diego fourteen years ago. The first woman in the company, Carla became the executive assistant to the CEO. She didn’t think it was a big deal, but her friends in Mexico did. “They were just so proud of me. I kept thinking, ‘Okay, well maybe it is a big deal.’ I'm the only Latina in this role in the company.”Joining the belonging group at Lucia’s invitation, Carla says, “This group, it's cool. We network and we talk best practices. We educate people about the culture, language, stereotypes, and it's fun.”Latinx at Now co-lead Jennifer Boicic, who manages the strategic alliance with Microsoft, values that opportunity to connect. “I've always been the only Latina on my team and having this group has been so important for me to feel that connectedness.”Jennifer’s own recruitment story earlier this year exemplifies the growing emphasis on diversity.“I didn't apply to LIKE.TG on my own. My senior director literally found me and then messaged me on LinkedIn, where my Latinx tags are on my profile. We did an interview. I went on site. And now I'm here so it goes to show the power of hiring managers wanting to hire diverse talent.”Raised by a single mother from Peru, Jennifer is the first in her family to graduate with an engineering degree and MBA. She was taught to embrace education as a game changer.“My mom always instilled in me the value of education. That's how you change your reality, how you change your dynamics, your financial situation.” That view is shared by Victor Paredes-Colonia, who joined LIKE.TG just over a year ago as an ITAM Principal Product Success Manager, enabling our customers to get maximum value out of their investments. Victor’s parents were originally from Colombia.“Being a child of immigrants, I think many of us have that deep passion for getting a really good education so that you can improve your current standing. My father always stressed, ‘Your generation needs to be better than mine and your child's generation needs to be better than you.’”This is a driving force for positive change in the group, and the company culture gives them a solid starting point.Carla says, “Where else are you going to learn from so many people? It's like having your own master class every time you have a meeting here. People are brilliant. They're very smart, intelligent, always willing to teach, listen, and learn.”And for Jennifer, as to why she chose to take on this leadership role, “It's all about leaving your legacy and leaving something behind for the next generation. I feel like there's so much opportunity at LIKE.TG to bring a sense of belonging—to have our group be that force for setting the foundation for the future of the company. And what we want it to be.”
Launching Knowledge Base Software and LIKE.TG’s New Features
We are delighted to announce new and upgraded features for LIKE.TG in our latest release including one of our customers’ most highly anticipated features: knowledge base software! We’ve also got a few surprises in store. Let’s walk through some of the new highlights of BoldDesk. Knowledge base softwareKnowledge base software is a self-service tool and central source of information for your customers and support staff. With LIKE.TG knowledge base software, you can create unlimited informational articles for different brands and products. Using categories and sections, you can organize and group your articles. Also, you can apply tags to articles to better manage your content library. A powerful built-in search function allows your help center to get instant answers. Moreover, you can find solutions by searching the self-service tool for relevant articles based on keywords in tickets. Learn more about the software by perusing the knowledge base page.Two types of knowledge bases are supported. These are: Public knowledge baseThis is external data that all users can use. It includes documentation, user manuals, and a help center. A public knowledge base helps increase support agents’ productivity by reducing the number of tickets that customers create. Furthermore, this self-service portal improves customer satisfaction by providing them a quick solution.Internal Knowledge Base softwareThis is the private data for the employees within your organization. It helps improve internal knowledge sharing and collaboration, which leads to people throughout the organization being able to serve customers better. Some of the use cases of an internal knowledge base are providing a central repository for training materials to onboard new employees and how-to guides for advanced product features.Agent portal improvementsThe following are the new features we have developed for the agent portal:Merge ticketsMerge tickets allows you to combine two or more tickets, as well as their attachments and messages, into a single ticket. The following are the features available in this feature:Merge up to five tickets.Close secondary tickets as needed.Add a secondary ticket requester to the primary ticket cc if the original requesters are different.Add a secondary ticket cc to the primary ticket cc.Link tickets as related tickets for future use.Add additional notes for both primary and secondary tickets.Add secondary ticket comments to the primary ticket while merging the tickets.Lock or unlock ticketLocking a ticket limits the ability of users to edit ticket properties once the ticket’s life cycle has reached its end. After locking a ticket, no one can update its properties. Additionally, LIKE.TG includes specific permissions to lock a ticket.Only users with the right permission can unlock or edit the ticket. This feature is useful when you want to restrict the editing of ticket properties by other users.Autosuggest options as recommendationsBased on keywords in tickets, articles in the self-help tool that are relevant to the ticket are recommended to help users find a solution.Link related articles to ticketsUsing this option in the knowledge base software, you can link related articles to a ticket. This will enable end-users to easily get access to more information on the topic under discussion.Insert knowledge base article in ticket updateWhile replying to a ticket, you can insert an article for the customer’s reference. This will empower the clients to get a better understanding of the issue and refer whenever the same issue recurs.Advanced filter improvementsIn advanced filters, now you can use AND/OR condition-based filtering to filter tickets.Edit messageThe edit message option allows agents to correct any mistake in a message (i.e. reply or note) sent to the customer.Multiple files upload optionThis option allows agents to upload more than one file in the ticket field.Go through the knowledge base software and its features here!ConclusionWe are excited to provide new features that help you to empower the customer support team in your organization. We trust you will like these new features in BoldDesk. Please let us know in the comments what other features you would like to see in future updates.Try LIKE.TG to simplify your support agents’ work and make them more productive. You can start a 15-day free trial on LIKE.TG. If you have any questions, please contact us through LIKE.TG support.
Lead The Way To A Brighter Future For Your Company
Competitiveness and industrial rivalry in today's corporate sector are at an all-time high, making it more difficult than ever to launch and sustain a profitable company. New businesses are making their way into the mainstream economy, armed with many fresh ideas and a modest amount of funding. However, they lack several vital aspects, ultimately leading to their demise. It's a common problem that both long-standing and startup companies overlook the basic needs of their customers. Contrarily, some companies fail to improve upon what's already on the market, giving customers an opening to be wooed by rivals. Therefore, companies that want to dominate their industry should develop strategies based on such competencies. There are an endless number of options available to you to secure the success of your company. Businesses that want to succeed must master the art of establishing and implementing long-term strategies. This article presents tips for business owners and managers on ensuring their company's long-term prosperity. Encourage Your Staff To Do Their Best One of the essential factors in boosting workers' output is getting them engaged in their job. Businesses suffer when employees are unmotivated and aren't invested in their work. Motivate your staff to give 100%, take pride in their work, and become more committed to the company by keeping them actively involved. Instilling confidence in your staff will help your business thrive in the years to come. Leaders should motivate their teams by showing genuine interest in them as individuals and devoting themselves relentlessly to their achievement. They can also involve software for employee recognition to track what they are doing and reward them at the end. The Productivity Boosting Results From Automating And Digitally Integrating Tasks Innovative online tools have emerged to maximize efficiency as businesses move away from paper-based boards and into the digital realm. Effective use of the proper software may profoundly affect productivity in the office. Companies can get through mountains of work quickly using internal communication software to support project management, presentation design, time tracking, and or other communication technologies. Find The Problem Areas And Address The Bottlenecks Determine the bottlenecks that are slowing down your organization and attempt to eliminate them. Find out whether your company's processes, rules, and structures are in line with your strategy for setting yourself apart from the competition. Identify the temporary and permanent problems affecting your team's productivity, and fix them. Giving up on overly ambitious timelines that will only cause your workforce stress is one strategy for avoiding snags. One way how successful companies find the solution to a problem or what needs to be changed is by creating employee engagement surveys. In these surveys, employees can express their thoughts or vote about what’s needed in the company to increase the success of a business. Consider The Company’s Culture To Create A Winning Formula Companies that do well in the new norm will stand out from the crowd not just with a well-defined mission and set of values but also with a unique and compelling corporate culture. Most successful businesses have strong cultures that support and drive long-term success. How companies support their employees and make sure that everyone knows what is expected from them, is by incorporating company announcements to make sure that everything is on track. There is a correlation between a company's culture and its financial performance; returns to stockholders can be as much as three times greater for culturally robust organizations. Recruit Only The Best Possible Talent You can always count on your staff's unwavering support and assistance to succeed in business. When people at work treat you like family, you know you've got a good and productive team. If your staff is dedicated, helpful, and efficient, running your company will be much less stressful. Whether you're based in Australia, Malaysia, or India recruiting the best people might be challenging, but a PEO firm can ease the process, especially when you want to hire globally. Go through different companies and check their reviews, to see what EOR solutions work best for you. If you have existing resumes of candidates who applied for a specific job position, you can use an applicant tracking system to go through them and find one that fits your company. Boost The Speed And Effectiveness Of Decision-Making Companies that routinely make good decisions in a short amount of time will often surpass their competitors. Quality and speed can be simultaneously achieved, but only through effort. A system is needed to ensure that responsibility for making choices is given to the most qualified executives, teams, or people. In such cases, you can use the LIKE.TG to be able to incorporate tools that increase and improve employee engagement and experience for better choices when making important decisions. To be effective, the executive team after taking all the input and ideas of other colleagues must concentrate on the few but crucial business choices that only they can make. Wrapping Up Successful companies are built on the backs of their people. Managers and company owners alike always want their teams to perform at peak efficiency. The primary focus of a business should not be expanding into new markets but instead maintaining a healthy profit margin. To achieve this goal, constant R&D must be conducted in strategic business sectors.
Leaders strive ahead by investing in themselves
This is part three of a three-part series about the Strive leadership program at ServiceNow.It’s been more than a year since the first cohort of Black and Latinx leaders at LIKE.TG started the yearlong Strive leadership development program. Although they completed the program in March, the employees who participated say what they learned has stuck with them.Together, they reflect on their experiences and how Strive has impacted their lives both personally and professionally.[We’re hiring. Explore careers at LIKE.TG.]An investment that pays off“Strive is not the answer to a promotion. It is an investment in yourself,” says Marco O., principal curriculum developer. The Strive program is designed to help employees evaluate where they are in their careers, where they want to be in the future, and ways to get there.It’s divided into two parts. The first focuses on leadership and encourages thoughtful conversations within the cohort. The second part concentrates on executive coaching. “The one-on-one executive coaching has been critical to navigating the path forward,” Marco notes.“Pre-Strive, I felt my skill set was average and good enough to continue receiving good remarks come performance review time. During the program, I gained a better sense of how deeply rooted my imposter syndrome influenced my confidence,” he adds.Speaking with others helped Marco break through that self-imposed barrier. He realized his experience, skill set, and sincere approach to nurturing relationships are above average. “In a sense, the program helped me get out of my own way,” he says Building relationshipsApril O., head of deployment for solutions enablement, appreciated the relationship building aspect of Strive. “The cohort allowed us to share common experiences,” she says. “The executive coaching encouraged me to hone my purpose, elevate my people leadership style, and more effectively connect with my peers and leaders.”The 360-degree feedback particularly stood out to April. Those who are willing and kind enough to provide feedback truly care about others’ progress and their desire to grow, she says. The feedback she received has been crucial to her development.Protecting her calendar is another thing April took away from the program. “Protect your time because you’re investing in you,” she advises.Growth through listening“I am the captain of myself. I am courageous. I have wisdom and courage. I am fearless and relentless. And I speak with certainty and clarity,” proclaims Eric. C., a senior manager of solution consulting.Eric adapted this mindset he learned at Strive into a daily mantra. As a result, he’s grown professionally through a focus on development, including crucial conversations and coaching.The program also influenced Eric’s personal growth. “Strive has helped me to truly empathize with my kids and employ 360-degree listening skills, which allows me to understand them better and listen with intent. As a friend, I’ve discovered that listening is a compliment to your friends and family,” he says.If there’s one thing to take away from these employees, it’s that Strive is an investment in yourself. This investment has helped these three reinvest in the future of ServiceNow.Invest in yourself to live your best life, do your best work, and fulfill our purpose together. Browse job opportunities at ServiceNow.
Leading Remote Teams Successfully: 5 Tough Scenarios and How to Address
With 56% of companies allowing some form of remote work, it makes sense for you to adjust your expectations and how you manage your team. After all, recruiting, managing, and building a strong remote team is completely different than interacting with peers in the same location. This means that you must prepare for challenges commonly arising when you have a team in a different location. Let’s go over 5 common scenarios that you will face as a remote team manager and creative ways to solve these obstacles. Scenario #1: Isolation Due to Lack of Social Interactions The first and most common scenario that arises with remote teams is a feeling of isolation due to a lack of social interactions. While some may not realize it, the interactions that your team members have at the office help them sharpen their social skills while also bringing other benefits, like recovering from stress, promoting a better moon, and even increasing physical activity levels. Because of this, working from home or away from the office can give some of your team members the blues. How to Solve It As a remote manager, you need to focus on motivating your team and making them feel like they have a close connection to their peers. One of the best ways to do this is to organize online team gatherings and give team members the chance to mingle on a weekly basis. A lot of companies organize a happy hour or similar event at the end of Fridays. You can set up an engagement tool like Workmates in your company to ignite your employees’ productivity and to help build team rapport. Scenario #2: Lack of Task Transparency One of the biggest differences between managing teams in-person versus remotely is the ability to monitor tasks closely. This can become a major obstacle if you’ve never managed remote teams or if your employees have just started working outside of the office. Simply put, you need to find a way to ensure that your team members are completing all their tasks in a timely manner. However, it’s also important to come up with a method that doesn’t interrupt their work or require them to invest a lot of time into sending updates. How to Solve It Since you’re not in the same room on a daily basis, you need to create a system that lets you verify progress regularly and without requiring a verbal report from your team members. For instance, it’s a good idea to open a company account on a work management platform like Basecamp or TeamWork. Once you have this setup, you should create a daily workflow where your employees add a simple report at the end of each day detailing the tasks they completed and any challenges that stopped them from completing their tasks. If you see that they are fulfilling their tasks and doing a great job on a daily basis, you can use our recognition software Workmates and say thank you with kudos. Scenario #3: Limited or Otherwise Poor Communication Communication is a common issue in any workplace. But, unlike office settings, the biggest challenge with communication with a remote team is that sometimes it doesn’t happen as often or as clearly enough as it should. Which, in turn, can reduce productivity and even create some friction between peers. While email and instant messaging platforms are available in almost every workplace, you have to find a better way to promote conversations among team members and encourage these interactions. How to Solve It The first and most important thing you should do is make communication part of your company culture. This will encourage team members to interact with each other and to speak up whenever there’s an issue or challenge that needs to be addressed. Not only this, but you also have to adopt communication tools that help you build a better team. Large brands like Meta have released business tools like Workplace to help knit closer teams, but there are many alternatives, so it’s important to find one that suits your requirements. In addition to improving how your team interacts, alternative team communication tools like Workmates can also help you reduce communications-related costs, especially if you calculate long-term cost savings. Scenario #4: Little to No Attention to Security Best Practices Remote team members are involved in 62% of all security breaches because these professionals don’t tend to focus on security. This is understandable because, in conventional office environments, the IT and management teams carry most of the burden from this perspective. When having a remote team, a lot of these responsibilities fall on the shoulders of each individual, but not all employees are even aware that this may be an issue. How to Solve It Awareness is everything when it comes to security, so your first course of action should be to set up regular training sessions that revolve around company security. Take the time to explain the different ways that cyber criminals target companies and the impact that a security breach may have. Additionally, make sure that your team has the tools they need to work online safely, like a virtual private network (VPN). Consider purchasing a subscription during a sale like a VPN CyberMonday promotion to get an account for your whole team at a discounted price. Scenario #5: Poor Schedule Adherence and Availability While office workers are not always as productive as remote team members, it’s important to note that schedule adherence and availability are not big issues with the former group. With the latter, it can become a challenge. In many cases, not having your team members online at the same time can result in canceled or postponed meetings and tasks. This, in turn, can delay milestones and cause other operational delays that translate into losses. How to Solve It For starters, it’s important for your leaders to display their leadership skills and display exemplary behavior. In other words, you should encourage everyone in your company, including C-level managers, to stick to your opening hours. If your business allows for flexibility, consider establishing a schedule, sticking to it, and encouraging the rest of the team to do the same. To learn even more about managing remote teams and keeping employees working at home highly engaged, download our ebook now. Download now Advantages of Having Remote Team Members Higher Productivity (When Engaged!) More than 35% of professionals feel more productive when working online, and many studies suggest similar patterns. However, it’s important to note that your team has to be engaged in order to show this productivity boost. Besides lowering productivity, a lack of engagement can be an early sign of isolation in your team. Wider Talent Pool An undeniable result of having remote teams is that you now have access to a wider talent pool. When you choose to hire internationally, you invite experts with valuable new skills, experiences, and perspectives into your business. This diversity enriches your team for future business innovation. From Seattle to Sydney, you can now opt to work with professionals of all levels in different time zones. This can give you fresh ideas, allow you to connect with higher-level professionals, and improve your output without increasing your expenses. Lower Expenses Not only can remote team members keep costs low, they can actually help you save money. This is especially true if you’re renting a large office space. Besides saving on rent, your company can also cut costs on IT, maintenance, and cleaning expenses if your office is not used as often or at all. To Wrap Up Running a remote team will always be challenging, but modern technologies allow you to monitor and collaborate with location-independent contributors with more ease than ever before. The best part is that this setup can help boost productivity and attract top-level talent, but make sure to think about combating loneliness, creating a transparent environment, and overcoming other common obstacles managers face when working with a remote team. Try Workmates Interactive Demo Click trough it yourself withinteractive demo. Try It Now
Learn how LIKE.TG uses its own products at Knowledge 2019
Learn how LIKE.TG uses its own products at Knowledge 2019At LIKE.TG, we use the Now Platform and our IT, Employee, and Customer Workflow products to continuously create and optimize digital workflows that deliver great experiences and unlock productivitWe launched the Now on Now program to share stories about our own digital transformation journey. As Customer Zero for all LIKE.TG products, we want to go beyond automating simple routine tasks and enable digital workflows that help us manage processes faster and better. We’re evolving from spreadsheets and manual reports to real-time predictive analytics. In addition, we’re moving to a self-service environment that gives employees a digital platform to work more proactively and intelligently.At Knowledge 2019, Now on Now experts will share how we’re using our own solutions to deliver IT, Employee, and Customer Workflows to drive digital transformation at ServiceNow. In 30 different sessions, you’ll learn insights and best practices that you can use in your own digital transformation journey.You can also stop by the Now on Now Workshop in the Pavilion where our practitioners will show you how we’re using LIKE.TG products and answer any questions you may have.Here’s a guide to sign up for the Now on Now live sessions. You can also check out our portal for in-depth information about Now on Now. We look forward to seeing you at Knowledge 2019.
Lessons from a Top CIO
How does a seasoned CIO lead a digital transformation? She makes friends.Great ideas aren’t enough for a CIO to succeed in leading a digital transformation, says Teri Takai, the former CIO of the U.S. Department of Defense, the states of California and Michigan, as well as Meridian Health Plan.“You have to really understand what the organization sees as success,” says Takai. “[Sometimes] we as technology folks see everything as black and white, and we don’t necessarily realize that in order to get the best impact for our ideas, we have to modify, we have to change, and we have to fit to the circumstances.”In her 40+ year career, she has had to build consensus, prioritize projects that would advance the organization’s overall goals, communicate often, and practice a lot of patience.Read more tips from Takai on WorkflowQuarterly.com, as well as other CIOs, or watch the video below.
Let Now Assist and Microsoft Copilot show you how to put AI to work
At LIKE.TG, we’re on a mission to put AI to work for people in every corner of the enterprise. To that end, LIKE.TG and Microsoft recently announced that we’re teaming up to launch generative AI (GenAI) solutions that will unlock AI capabilities, help boost employee productivity, and deliver value quickly.By integrating Microsoft Copilot with LIKE.TG® Now Assist, we’re making it easier for employees to get the help they need, when and where they need it.Industry-leading innovationLIKE.TG and Microsoft are laser-focused on collaborating on transformative AI solutions for the enterprise. As a result, customers can expect industry-leading innovation from two GenAI powerhouses.I recently sat down with Katharine Kennedy, general manager of the LIKE.TG business unit at Microsoft, to discuss the Now Assist-Teams integration in greater detail.“This announcement represents a significant milestone in our joint commitment to unleash innovation for customers with transformative technology to help revolutionize workplace productivity,” she said.“By seamlessly integrating advanced AI capabilities into existing workflows, we’re redefining how businesses operate in this new era of AI-driven automation and intelligence.”
Let tech handle the menial so people can fast-track the meaningful
As a country that prides itself on a strong work-life balance, it goes without saying that Australians work hard to achieve this balance. It does however beg the question: Are we working smarter or harder?We are a nation of hard workers, and like everywhere else in the world, work expects more of us – and we expect more from work.I shared my views with the Australian Financial Review recently on how technology will transform work. The key takeaway for leaders: If you’re not already talking to the Board and your teams about how technology will improve the employee experience, it’s time to start now!With more access to technology in the workplace than ever before, leaders have the opportunity to make work better for people. But recent declines in Australia’s productivity growth tells us that Australians are falling behind global peers in embracing disruptive technologies that help them reverse this trend.Technology has the power to free our teams from tedious work, to fix things that are broken and give people autonomy to focus on the innovative work—the best possible products and services to deliver the best consumer experience.Earlier this year, LIKE.TG conducted research to see just how much Australians value meaningful work and in light-hearted fashion, we explored what people would give up to avoid administrative busywork.We found that people want the same seamless and intuitive digital experiences they enjoy at home through mobile devices, smart speakers and other tools. In fact, 60% of Australian millennials say they would forego a pay raise if they could get rid of the low-level tasks at work and be freed up to do more meaningful work.Business leaders need to address the fears around automation and enable employees to capitalize on business investments in technology. Digital workflows give people time back in their day to focus on the work that will make a difference.One case in point is the team at TAFE NSW, Australia’s leading vocational education and training organization. TAFE is creating a workplace driven by mobile processes. TAFE’s employees now have access to easy-to-use portals and workflow apps for their field services and IT teams. Teams can self-serve the menial chores and fast-track the meaningful work.As TAFE NSW has demonstrated firsthand, the future of work is now, it’s built around people, where organizations and technologies meet to deliver human benefits.My challenge to all business leaders is to look at the steps you’re taking to enable the talent in your business to succeed. Help them to get rid of the menial and frustrating tasks and work with them to act on how they can make work, work better. This is something I’m incredibly passionate about and I encourage you to reach out to discuss how LIKE.TG are seeing people achieve meaning at work—I’d be happy to share some local and global best practices with you.
Life at Now magazine highlights digital transformation
At LIKE.TG, our employees are at the heart of everything we do. That’s why we’ve created our very first Life at Now Magazine, highlighting how special and unique they are. In 2020, they’ve driven digital transformation for our customers, while continuing to embody the culture and values that make LIKE.TG a company where people want to stay and develop their careers. We think that’s worth celebrating! Click the image above to discover the online magazine
Life at Now: Tokyo Team
In LIKE.TG’s fast-growing Tokyo market, Mai, a senior technical trainer for customers, and Yujin, a talent acquisition partner, share how the company’s special culture sets it apart in Japan, and makes their daily work experiences fulfilling, challenging, and fun. With a strong commitment to LIKE.TG’s vision and purpose, the Tokyo team is passionate about their customers’ success and proud of the platform that makes the world of work, work better for people. The culture and values are embraced as the team continues to expand at a rapid pace. Team members are motivated and creative and believe that everything is possible. The work environment offers flexibility and supportive management and celebrates success as a team.
Lightstep from LIKE.TG deepens commitment to OpenTelemetry project
At Lightstep, we’ve seen many organizations grapple with “cloud-native sticker shock” as they come to understand that these complex systems require sifting through massive amounts of data across architectures and proprietary solutions.In today’s macroeconomic environment, organizations are looking to reduce costs while driving innovation, especially when it comes to cloud-native applications. With these considerations top of mind, Lightstep from LIKE.TG is excited to announce greater ownership of observability pipelines by increasing our involvement in the OpenTelemetry project.Lightstep from LIKE.TG is the first observability company to give customers total telemetry pipeline ownership. We’re enabling customers to run non-vendor-specific components across environments when they adopt native OpenTelemetry tooling for complete telemetry portability.Why telemetry portability?Telemetry portability is a cornerstone of OpenTelemetry. It isn’t just about sending data wherever you want, although that is nice. Telemetry portability enables users to invest in their monitoring infrastructure for the long term and benefit from that iterative development.By eliminating the need to invest in vendor-specific product knowledge, telemetry portability allows teams to become specialists in their data and their organization, as opposed to a vendor’s proprietary software.Telemetry portability also increases customers’ ability to maintain a consistent view of application health and performance, regardless of observability/monitoring back ends. This reduces vendor lock-in, improves mean time to resolve, and increases overall monitoring effectiveness.When an organization relies on a third party to perform proprietary automated data collection and processing, it doesn’t own the data generated. Oftentimes, if an organization wants to send that data to a third party for visualization or analysis alongside other data, it can’t.As organizations move to adopt OpenTelemetry, Lightstep is committing to embrace native OpenTelemetry tooling exclusively for complete telemetry portability. Starting today, Lightstep customers can send data directly from an OpenTelemetry collector or software development kit (SDK) without requiring vendor-specific components in their environment.They can invest in their telemetry pipeline and instrumentation like any other generic business asset and continue to benefit from that investment. The OpenTelemetry projectThe OpenTelemetry project has come a long way since we co-created it in 2019. The suite of community tooling available today includes powerful language auto-instrumentation capabilities, hundreds of off-the-shelf integrations, and flexible and modular pipeline components, including the SDKs, the collector, and many additional plug-ins, to comprehensively meet enterprise observability needs.OpenTelemetry is great for enterprises that want to maintain vendor neutrality while maximizing coverage for visibility and observability—all with the benefits of a thriving open-source community.To ensure that community continues to thrive, the Lightstep team has committed to open-source and upstream all OpenTelemetry enhancements generated from the Lightstep engineering team—an industry first. This reaffirms our commitment to the OpenTelemetry community and our customers that Lightstep from LIKE.TG will continue to develop products and features that drive cloud-based innovation.By relying on native OpenTelemetry end to end, organizations have more say over their data and what they can do with that data. For example, if an organization is looking to augment its data sent to an observability back end, the extensibility of the OpenTelemetry protocol (OTLP) encourages teams to introduce specific focus areas to their telemetry pipeline.For organizations on the path to adopt OpenTelemetry end to end, this announcement hands control back to the customer. Every industry is facing upstart disruption from cloud-native first movers and adopters. IDC predicts, “By 2027, the number of digital-native businesses on the S&P500 will have doubled, leading to a digitally driven economy."1The Now Platform and Lightstep observability deliver a modern suite of solutions to help software engineers and technologists build, deploy, run, and support new applications as the cornerstone of digital business models.If you aren’t a Lightstep user yet, request a demo to take it for a spin.1 IDC FutureScape: Worldwide Small and Medium-Sized Business and Digital-Native Business 2023 Predictions, Oct. 27, 2022, Simone De Bruin, Katie Evans, Jason Blackwell, Supriya Deka, Daniel-Zoe Jimenez, Cynthia Li, Riccardo Barrai, Andrea Siviero
Lightstep Incident Response: Helping teams reduce downtime
Downtime—especially in customer-facing services—can cost businesses thousands of dollars an hour and incalculable customer trust. No company can afford to pay this price. To reduce downtime, software engineering teams must act quickly and decisively. But that’s easier said than done.With Lightstep® Incident Response, generally available from LIKE.TG today, we're unlocking speed, agility, and productivity for your engineers and your software-powered business.We hear from customers that site reliability engineers (SREs) and developers can receive up to 30,000 alerts a day, leading to massive alert fatigue and uncertainty about what needs attention. Cloud-native distributed architectures with tens or hundreds of dependent microservices increase complexity, making it difficult to determine the root cause of real issues, let alone resolve them.While triaging alerts and addressing incidents, SREs must work with multiple tools for observability, collaboration, on-call, and incident management. They must manually build the context of what is happening and involve the right responders to collaborate on analysis and resolution. Every second they spend toggling through multiple applications is a second further away from aggressive mean time to repair (MTTR) goals.Converting real-time insights into actionMore than a third of SRE organizations measure success based on improved revenues, profits, and customer satisfaction, according to a February 2022 SRE survey by IDC.1 Resilient software and services are a big part of that story.Without streamlined incident management processes and the required context, it can take hours for your developers and SREs to investigate and resolve unexpected issues. Pay-per-seat pricing for on-call and incident management tools makes it cost-prohibitive for all developers to participate in delivering reliable services.We’re on a mission to change that with Lightstep Incident Response. Our goal is to provide a cloud-native reliability platform that enables engineering teams to move fast and innovate boldly. Lightstep Incident Response is a crucial next step on the journey that started with Lightstep Observability. Combining real-time observability with incident resolution, Lightstep now provides teams the capabilities to deliver both innovation and reliability. Powered by the Now Platform®, Lightstep Incident Response provides developers and SREs context and automation to pinpoint root cause and to streamline incident response workflow across observability, on-call and incident management, and remediation. This helps significantly reduce alert fatigue and decreases the pain of sifting through and resolving context-free alerts—resulting in less downtime, happier customers, and increased productivity.Extending observability across the organizationWith an innovative, usage-based pricing model aligned to the number of active services, customers can fully embrace the “you build it, you run it” culture of service ownership. The whole team can participate in on-call activities, collaborate on critical incidents, and learn from blameless postmortems to build more resilient systems without worrying about exorbitant pricing.The Now Platform has set the gold standard for IT Operations Management and IT Service Management and is used by many IT organizations for enterprise-wide incident management. Lightstep Incident Response integrates with the Now Platform so that distributed DevOps product teams can seamlessly stay connected with platform teams to deliver reliable and resilient services throughout the organization.Find out more about Lightstep Incident Response.1 IDC, US IT Quick Poll Site Reliability Engineering Survey, #US48859422 (February 2022).
Lightstep Notebooks helps speed troubleshooting for SREs and developers
Digital business is an imperative for 21st-century companies. Increasingly, organizations are directing investments toward technologies that deliver outcomes fast and enable more resilient digital business models.In this landscape, incidents such as software bugs, power outages, or downed networks have major consequences that affect both revenue and customer loyalty. That’s why I’m excited to announce the general availability of Lightstep Notebooks, an added feature in Lightstep Observability. Available today, Lightstep Notebooks allows for faster, more collaborative, and more accurate troubleshooting.Connecting disparate data sourcesNow more than ever, site reliability engineering (SRE) teams are critical to business resilience. According to IDC’s 2022 SRE Survey, more than one-third (36.3%) of SRE organizations cite improved revenues and profits as a key measure of their teams’ success.1 The same percentage of SRE organizations cite improved customer experience as an SRE success metric.Too often, the same SREs and developers are bogged down with troubleshooting production incidents to understand root causes. SREs and developers must work across different tools, data sources, and even time zones, increasing complexity on their path to resolution.By connecting disparate sources of data, Lightstep Notebooks delivers unified, comprehensive analysis across applications and infrastructure. It allows developers to analyze data through powerful visualizations while creating a structured view of the investigation steps and path to resolution. Additionally, Lightstep Notebooks enables SREs and developers to mitigate incidents quickly and prevent recurrence proactively, maintaining a reliable experience for end users.Presenting a unified viewLeveraging Change Intelligence (Lightstep’s analysis engine), Lightstep Notebooks allows any developer, operator, or SRE to instantly understand changes in their service’s health and underlying infrastructure. This is critical when investigating an incident, collaborating across teams, or quickly documenting learnings to share across the organization. Key capabilities include: Data visualizations – Ad hoc charts about systems and their underlying data, including heat maps and time series with trace exemplars, help SREs gain insight into why incidents occurred. High data retention – 100% of trace data can be retained for up to three days, giving SREs ample time to identify the root cause of an incident without any data loss. Improved collaboration – SREs can easily share Notebooks analyses with colleagues via a sharable link so they can immediately begin collaborating. Reduced complexity – An instantly generated investigative path within Lightstep surfaces intelligent correlations to quickly and confidently narrow down where a problem lies. Easy postmortems – SREs can take the insights generated throughout an investigation into a postmortem so teams can discuss root cause issues and take long-term steps to prevent them from happening again. “Lightstep Notebooks addresses the needs that arise throughout the course of our team’s troubleshooting journey by providing granular, context-specific data and facilitating the ability to collaborate to resolve issues in real time,” explains Damien Mathieu, a staff developer at Okta and a Lightstep Notebooks user.“Notebooks has enabled our team to reduce our reliance on logs, saving us time and resources, and allowing us to deliver a better customer experience through a single, unified view of telemetry data,” he adds.Converting real-time insights into actionLIKE.TG acquired Lightstep in 2021 to solidify and accelerate our position as the world’s leading enterprise platform for digital businesses. With Lightstep, an emerging pioneer in next-generation application monitoring and observability, LIKE.TG helps developers and SREs build, deploy, run, and monitor state‑of‑the‑art, cloud‑native applications.Together, LIKE.TG and Lightstep will continue to extend the benefits of observability across the enterprise through digital workflows that convert real‑time insights into action for the technologies, people, and processes that enable digital business.Lightstep Notebooks comes on the heels of our recent introduction of Lightstep Incident Response. The combination of Lightstep Notebooks and Lightstep Incident Response provides an end-to-end tool set to enable better, more responsive troubleshooting.By removing costly and confusing context switches, Lightstep’s products decrease mean time to recovery and increase customer satisfaction.Find out more about Lightstep Notebooks and how it helps SREs and developers maintain seamless customer experiences.1 IDC, SRE Adoption Success Factors, Doc # US48859422, February 2022
LIKE.TG 2023: Reflecting on the Year’s Updates and Achievements
The onset of the new year means the start of a new chapter! 2023 will always hold a special place in our memory due to the remarkable productivity of our LIKE.TG team.In dynamic environments that require flexibility, creativity, and a steadfast dedication to fulfilling customer needs, LIKE.TG remains a vital solution, constantly pushing the boundaries of what is expected from help desk ticketing software.In 2023, LIKE.TG continued to evolve, introducing new functionalities and enhancements to help organizations manage their customer support more efficiently while integrating more advanced features and adapting to the changing needs of businesses.From product enhancements to community engagement, this year has been marked by significant strides that have not only elevated the LIKE.TG experience but have also left a lasting impact on businesses relying on it.We’ve incorporated enhancements that align with our customers’ preferences, improved the level of our product by focusing on reinforced security and better performance, and implemented innovative functionalities within the LIKE.TG platform.Join us as we look back at all the changes to LIKE.TG in 2023, encompassing everything from the rollout of new updates to significant improvements.Artificial intelligenceTicket summarizationRephrasing toolMultilingual supportArticle summarizationSEO attribute suggester for KB articlesAI-suggested ticket responseTicketing systemMultilingual support for ticketsTicket approval moduleForward tickets featureTicket count widgetActivity moduleWorklog optionWebhook support to enhance functionalityAddition of custom activity typesSave activity filters as viewsAddition of email delivery logsKnowledge baseEnhanced search functionalityMultilingual supportAccess restrictions for knowledge base articlesSupport for bulk restoration of deleted articlesSupport for bulk permanent deletion of articlesMobile applicationIntroducing mobile appActivity moduleImproved UI for the switch account featureIntegrationsOneDrive integrationMicrosoft integrationAzure DevOps integrationJira integrationSlack integrationShopify integrationReports and analyticsAgent performance dashboardContact performance dashboardWorklog reportTicket conversation report Artificial intelligence (AI)In 2023, artificial intelligence (AI) continued to be a driving force across industries, with notable applications and advancements.AI is not just a buzzword; it’s a groundbreaking advancement that is enhancing efficiency and unlocking impressive possibilities.We incorporated AI into LIKE.TG as a strategic move to maintain our customers’ competitive edge given the rapid rise of artificial intelligence within the customer service industry.With AI seamlessly integrated into LIKE.TG, we’re welcoming a wave of efficiency, responsiveness, and intelligent assistance that redefines the way you manage customer inquiries and support requests.This integration of AI assist into LIKE.TG’s customer service software and knowledge base system represents our commitment to providing innovative and efficient solutions for modern customer support challenges.It’s a major step in creating a support ecosystem that combines the best of human expertise with the speed and accuracy of artificial intelligence.The following are some of the notable functionalities of AI in LIKE.TG:Ticket summarizationThis function streamlines agents’ workflow by offering brief overviews of customer interactions, which enhances productivity.It contains key information such as the purpose, sentiment, and a brief overview of the conversation.Rephrasing for error-free repliesUsing the rephrase or grammar-check tools, agents can craft responses to customers that are both professional and grammatically accurate.Multilingual supportThis functionality lets agents instantly translate content within LIKE.TG and communicate with customers in their preferred languages.Knowledge base article summarizationThe summary tool in the knowledge base presents users with short and to-the-point summaries of long articles to help them understand the content faster.SEO attribute suggester for knowledge base articlesThis tool is designed to boost the SEO effectiveness of your knowledge base articles.It uses AI to examine your article’s content and creates a search-engine-optimized title and meta description to increase your organic search traffic.AI-suggested ticket responseThis functionality provides pre-written responses or templates that are automatically suggested to customer service agents based on the content of customer queries.These suggestions aim to streamline response times, maintain consistency in communication, and improve overall efficiency.Ticketing system with seamless approval moduleIn the ever-evolving scope of customer support, staying ahead means continuously innovating and enhancing the tools that empower businesses to deliver quality service.To that end, we added features in our ticketing system over the past year that elevate your support experience, streamline operations, and ensure that you provide unparalleled service to your customers.Some of the impressive updates and new features are:Multilingual support for ticketsIn the global business environment, the ability to provide customer support across multiple languages is essential for reaching a wider audience and ensuring customer satisfaction.We expanded the accessibility of LIKE.TG to a broader audience by incorporating additional languages, bringing the total number of supported languages to 26.This advancement allows customers to interact with LIKE.TG using the language they are most comfortable with.Ticket approvals moduleThe ticket approval functionality allows agents to generate requests for approval within the context of a ticket.Forward tickets to external usersThe ticket forwarding function lets customer service representatives forward help desk inquiries to other agents, customers, or third-party vendors.Ticket count widget in customer portalWe also added a new count widget to the ticket module within the customer portal to allow customers to view the total tickets, as well as the number of pending and resolved tickets.Activity module to enhance productivityThe activity module was developed to boost agents’ efficiency and enhance ticket resolution speed by dividing the steps needed to solve a problem into more manageable, smaller tasks.The following are the notable updates to the module:Worklog optionThe activity module has been updated to include the worklog functionality.Worklogs offer valuable information that can enhance the efficiency of time management, the distribution of resources, and the strategizing of project schedules.Webhook support to enhance functionalityActivity events are now incorporated into webhooks, allowing immediate data transfer from the activity module to third-party applications.Addition of custom activity typesUsers can add new, custom activity types in the admin module’s activity fields. The latest update enables users to add up to ten custom activity types.Save activity filters as viewsThis update allows users to save activity filters as views, like ticket filters, for improved organization and monitoring of activities.Addition of email delivery logsThe delivery logs functionality, previously included in the ticket module, has been included in the activity module.This functionality offers a comprehensive overview of all email interactions and a record of each activity.Knowledge base with multilanguage capabilitiesFor information management in businesses, a robust knowledge base serves as the fundamental building block for efficient customer support and seamless internal collaboration.At LIKE.TG, we believe that knowledge is a dynamic force that drives success.With this year’s new features and updates, our knowledge base software helps you build more than just a repository of information, it helps you build an invaluable tool that empowers your business.Here are some of the major updates:Enhanced search functionalityWe enhanced the processing of search queries and the ranking of search results to increase the effectiveness and efficiency of the search feature.Multilingual supportWe enhanced the communication and information sharing capabilities of the LIKE.TG knowledge base platform by introducing multilingual support.Additionally, knowledge base content can be created in various languages, promoting a more customized and accessible experience for users.Access restrictionsThe visibility of the knowledge base portal can be limited to specific users. Access can now be granted to all users or solely to logged-in users.Bulk restoration of deleted articlesWe rolled out a new bulk restoration feature, enabling the simultaneous revival of multiple deleted knowledge base articles.This innovation significantly cuts down on the time and effort required to recover numerous articles.Bulk permanent deletion of articlesThis new functionality allows users to permanently remove knowledge base articles in bulk, streamlining the process and cutting down the time and effort required to delete numerous articles simultaneously.Introducing the LIKE.TG mobile applicationWe have launched a mobile application integrated with the LIKE.TG platform. This announcement indicates that users can now access LIKE.TG services or features through a dedicated mobile application.This year, we reached a huge milestone for LIKE.TG’s convenience and connectivity: our brand-new mobile application!This application redefines the way you engage with LIKE.TG services on the go. It boasts a sleek and intuitive design, ensuring that every interaction feels natural and effortless.Navigating through the application is a visually pleasing experience, setting the stage for an enjoyable journey from the moment you launch it.Here are some of the app’s notable features:Activity module to boost user engagementThe activity module, once solely available on the web version of the agent portal, is now integrated into the LIKE.TG mobile application.With it, agents can track and manage their activities on the go, with the added convenience of receiving real-time notifications directly on their mobile devices.Improved user interface for the switch account featureThe user interface of the switch account function was improved, ensuring a smoother and more visually attractive user experience.New third-party integrationsEnhancing the efficiency of the support process is crucial, and incorporating external applications plays a significant role in this.LIKE.TG customer service software simplified the way support teams manage and engage with their tasks by introducing these new capabilities on top of the previous integrations:OneDrive integrationLIKE.TG added integration with OneDrive, allowing users to explore and attach files directly from OneDrive.Microsoft Teams integrationLIKE.TG implemented integration with Microsoft Teams, providing users with a streamlined and robust platform designed to enhance communication.Users can receive many essential LIKE.TG notifications through Teams, such as the creation of new tickets, ticket updates, notes added to tickets, and more.Azure DevOps integrationIncorporating Azure DevOps lets the support team and product engineers work together more effectively and remain up to date with the current progress of tasks.Jira integrationUsers are now able to generate Jira issues directly within BoldDesk. This new functionality supports the automatic association of Jira issues with corresponding tickets.Slack integrationLinking LIKE.TG with Slack allows users to get real-time alerts directly in their conversations and group spaces for any new or modified tickets, additional responses, or various activities happening on the LIKE.TG platform.Shopify integrationThe integration with Shopify has been upgraded to enable direct cancellation and refunding of orders through BoldDesk.Reports and analytics with advanced featuresAt LIKE.TG, we understand that reports and analytics continues to be the backbone of businesses, providing actionable insights that drive strategy and growth.As we made modifications to this feature, our goal was to empower organizations with the tools they required to extract meaningful insights and drive success.The future of data awaits, and with these advancements, businesses can navigate it with confidence, agility, and a clearer vision than ever before. Let’s dive into the latest major updates:Agent performance dashboardThe agent performance monitoring dashboard tracks and analyzes the output of individual agents and groups.The display includes visualized representations of data derived from ticket and message metrics, CSAT scores, cumulative time spent on tickets, and SLA performance statistics, all over a specified time period.Contact performance dashboardThis dashboard is useful for monitoring and examining customer-generated inquiries and updates.It presents visualizations derived from CSAT scores, ticket statistics, and SLA statistics for breached tickets over a specified period.Worklog reportA worklog report combines all recorded work entries from tickets into a single location.It allows for a complete overview of the work logged by agents, including both billable and non-billable time.Ticket conversation reportThe ticket conversation report is designed to monitor and evaluate interactions occurring within tickets.It delivers insight into the dialogues between customers and support representatives, presenting an effective method for reviewing these communications.The report showcases statistics, such as the number of:Unique ticketsContact updatesAgent updatesUnique agentsNew feedback portal: Share your thoughts and make a differenceAs a forward-thinking company, we are continuously seeking ways to enhance our service and ensure our clients are receiving fulfilling interactions.We unveiled a fresh feedback portal within LIKE.TG to simplify the process for you to share your insights and suggestions on how we can improve your experience with BoldDesk.LIKE.TG achievements and recognitionsLIKE.TG has expanded its global presence in 2023, reaching new markets and connecting with more businesses around the world.In our journey this year, we were able to achieve the following:LIKE.TG earned the Crozdesk’s Quality Choice Award and Happiest Users Award.LIKE.TG became SOC 2® Type 2 compliance certified.LIKE.TG was recognized as a high performer in the G2 Summer 2023 Grid® Report.LIKE.TG won a 2023 Rising Star Award from FinancesOnline.In addition to these accomplishments, LIKE.TG achieved top 5 ranking on Product Hunt.We were excited to announce that LIKE.TG made its debut on Product Hunt on December 11, 2023, and earned the remarkable fifth spot on its top products launching that day.This achievement is a testament to our commitment to excellence, innovation, and empowering businesses with cutting-edge solutions.What exciting plans do we have for 2024?As we turn the page on 2023, the future looks even more promising for BoldDesk.With a solid foundation of innovation, user-centric design, and a commitment to customer success, the platform is guaranteed to continue leading the way in revolutionizing customer support.We’re excited to continue pushing boundaries, innovating, and empowering businesses to deliver exceptional customer service in 2024 and beyond.Stay tuned as we pave the way for an even more exciting and impactful future with the following features for our upcoming releases:Live chat moduleInstant messaging integration with WhatsApp, Facebook, and X (Twitter)Custom reportsSumming up LIKE.TG in 2023LIKE.TG’s 2023 was a year of evolution, growth, and customer-centric advancements.We want to express our gratitude to the LIKE.TG community for its continuous support and engagement. Here’s to another year of bold strides, growth, and transformative excellence in customer support!The journey so far has been incredible, and we are excited about what the future holds.As you know, we’re always striving to improve, and your feedback is invaluable to us.Whether you’ve got a suggestion, encountered an issue, or simply want to share your thoughts, we want to hear from you.Your feedback is crucial in helping us understand what we’re doing well and where we can make improvements.Register a LIKE.TG account to start consistently delivering outstanding support to your customers.Reach out to our support team to arrange a live demo. Alternatively, you can begin a 15-day free trial.Related blogsLooking Back at LIKE.TG in 2022: A Year in ReviewRelease Announcement—March 2023 New FeaturesLIKE.TG Release Announcement: May 2023 New Features Update!LIKE.TG Release Announcement: July 2023 New Features Update!LIKE.TG Release Announcement: September 2023 New Features Update!LIKE.TG Release: November 2023 New Features Update!
LIKE.TG a 2022 Gartner® Peer Insights™ Customers’ Choice for Enterprise Low-Code Application Platforms
I’m excited and humbled to announce that LIKE.TG has been recognized as a 2022 Gartner® Peer Insights™ Customers’ Choice in Enterprise Low-Code Application Platforms.We attribute this distinction to our customers, who’ve been on this journey with us. Their valuable input molds our strategy and products.What customers like about LIKE.TG low-codeHere are some excerpts from customers who contributed to the acknowledgment:“We have built over 20 custom applications on the LIKE.TG platform, and have a deep appreciation for the transformative power of this platform in our organization. Our team is able to rapidly prototype, build and deploy apps in days and weeks rather than months.” Product owner in the provider industry"LIKE.TG provides awesome capabilities for rapid development and deployment of application solutions from simple use cases through highly complex integrated applications. We've realized a great deal of value in building applications on LIKE.TG that traditionally would have required full-stack development in order to provide the breadth of capabilities inherent to the platform—modern APIs, data structures, identity management, access control, front-end portals, etc." Principal application architect in the provider industry"LIKE.TG helped us streamline several business processes and enabled sharing of relevant data between departments and functions that previously used different tools tracking and working with the same data.” IT automation architect in the retail industry“Easy to configure, customize and maintain. Continuous platform innovation helps enterprises adopt to latest and greatest in the market.” Senior manager in the IT services industry"Great innovative tool that is continuously enhanced with each release. The application allows for a lean workforce to support it through its many automation capabilities." System administratorEmpowering fast app developmentAll organizations in all industries are embracing digital transformation to keep up with the pace of business. Automating manual tasks to streamline the flow of work frees employees to innovate and do what they do best. Low-code app development platforms are an important part of that.The Gartner Peer Insights Customers’ Choice is a recognition of vendors in this market by anonymous, verified end-user professionals. It takes into account both the number of reviews and the overall user ratings. To ensure fair evaluation, Gartner maintains rigorous criteria for including vendors with a high customer satisfaction rate.Thank you to all our customers who submitted reviews. We believe these build on our G2 recognition as a Leader in low-code and no-code development platforms. We look forward to building on the experiences that earned us these distinctions.Read more Gartner peer reviews for ServiceNow. Check out the hyperautomation and low-code channel at Knowledge for more information about LIKE.TG solutions in this area. Registration is free once you select your region.GARTNER, PEER INSIGHTS (word and logo) and the GARTNER PEER INSIGHTS CUSTOMERS’ CHOICE badge are registered trademarks and service marks of Gartner Inc., and/or its affiliates in the U.S. and/or internationally and has been used herein with permission. All rights reserved. Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences, and should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose.
LIKE.TG a Leader in Gartner® Magic Quadrant™ for CRM Customer Engagement Center
I’m thrilled to announce that Gartner has named LIKE.TG a Leader in its 2021 Magic Quadrant for the CRM Customer Engagement Center for the second year in a row.1 We believe this is external validation of our strategy and vision to improve the end-to-end customer experience through our Customer Service Management solution.Our mission in Customer Workflows is to transform the customer service and support market for the better. To do that, we need to skate where the puck is going, and that’s all about meeting customers at their point of need and in the channel of their choice to actually solve their problems.Fastest-growing vendorAccording to the Gartner Market Share: All Software Markets, Worldwide, 2020 report, we’re the fastest-growing vendor among the top 15 customer service and support vendors by market share based on 2020 worldwide revenue and year-over-year growth. We achieved 75.6% growth in worldwide customer service and support revenue year over year.2We’re growing largely because of this changing landscape, where customer service professionals have to constantly adapt to meet the needs of their customers. After only five years in the customer service market, we now have more than 1,500 customers across industries, from high-tech, telecom, and financial services to healthcare, manufacturing, and government.Trends like direct to consumer, everything as a service, and work from anywhere are driving digital transformation in every industry—and driving transformational change in customer experiences.We all witnessed this as customers over the last 18 months during the pandemic, sometimes with great experiences, sometimes not so great. Literally millions of customer service agents were sent home overnight. Supply chains were disrupted. Yet, customer service departments still had their jobs to do. Companies that had invested in modern agile customer support systems did well. Companies that had not, suffered significant disruptions, and their customers suffered the consequences.Disruption is the new constant. That's why speed, agility, and operations efficiency have become so important in customer service solutions.Customer innovationI’d like to provide two concrete examples of how LIKE.TG® Customer Service Management is helping companies deliver better customer experiences and drive operational efficiency. Lloyds Banking Group digitally transformed its mission-critical payment operations in only 12 weeks, significantly improving its customer experience and the experience and efficiency of its service agents in the process.Previously, agents had 16 steps and had to interact with six different systems. The situation wasn’t good for the agents or the customers. We helped the organization reduce those numbers to two steps and one system of action. As a result, the bank has 70% better resolution times and increased customer satisfaction—all while reducing errors and mundane tasks for agents.This is a great example of how innovative customers can both improve end-to-end customer experience and drive massive operational efficiency with Customer Workflows. And that’s what digital transformation is all about.Another customer, Siemens Healthineers, provides medical equipment ranging from MRI, ultrasound, and X-ray machines to respiratory and patient monitoring systems. Because many of these devices are mission-critical, all of the standard customer service key performance indicators (KPIs)—first-time fix rate, mean time to resolve, and first-call resolution—take on a whole new meaning.Siemens had multiple systems, which led to inconsistent user experiences and the inability to offer seamless self-service. With Customer Service Management, Siemens was able to provide one consistent system of action for its support staff and a modern portal for customer self-service.Connect engagement to where the work gets doneWith the pandemic, we saw that companies that weren’t digitally enabled couldn’t deal with the massive and sudden disruption that hit them overnight. The crisis also highlighted that digitally enabling customer engagement is not enough—that’s only half the story in customer service.The other half is how you solve the problem or fulfill the request. Although it’s great to have omni-channel digital engagement for customers, if the people doing the work to fulfill the request continue to rely on antiquated systems, you still have bottlenecks and inconsistencies.The completion of a customer request often spans multiple teams, departments, and back-end systems, which are typically siloed. Traditionally, a lot of this work is done manually via swivel chairs, emails, and phone calls—all glued together by agents and middle-office service workers. Sometimes this workflow isn’t even defined in software and is dependent on tribal knowledge. The result is a slow, inconsistent process that leaves customers frustrated.LIKE.TG takes a different approach by combining great engagement and operations. The Now Platform® is the platform for digital business at scale. We enable organizations to structure their processes into automated, digital workflows in a consistent manner, without losing the flexibility required for their unique needs.Looking aheadThe demand for great, end-to-end customer experiences will only increase in coming years. We’ve seen that innovative companies are embracing digital transformation to improve customer experiences while driving operational efficiencies. We’ve learned that disruption is the new norm and that agility has never been as important as it is today.The Customer Workflows team is fired up to tackle these challenges, and we’re committed to partnering closely with our customers to deliver better experiences for everyone. We’re just getting started.Download the full Gartner Magic Quadrant report.1 Gartner, Inc., "Magic Quadrant for the CRM Customer Engagement Center," Nadine LeBlanc, Jim Davies, Varun Agarwal, 15 June 2021.2 Gartner, Inc., “Market Share: All Software Markets, Worldwide, 2020,” 14 April 2021. Calculations performed by LIKE.TG based on Gartner report.Gartner DisclaimerGartner and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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