LIKE.TG partners with GivePower to provide clean water to Kenya
At LIKE.TG, our purpose is to make the world work better for everyone. In celebration of that mission and in honor of Earth Month, I’m thrilled to announce a new three-year, $3 million commitment to GivePower, a nonprofit that uses solar and battery storage technologies to deliver essential services to developing regions.In the world of environmental, social, and governance (ESG), global problems require global solutions. Climate change is the world’s foremost collective problem, and there’s no viable path to address it without climate justice.Bearing in mind the intersectionality of people and planet, climate justice champions such as LIKE.TG and GivePower seek to eliminate the inequities resulting from climate change through long-term mitigation and adaptation strategies.Creating a long-term solutionSince 2021, we’ve partnered with GivePower to provide sustainable access to clean water produced by the organization’s award-winning solar water farms.Through our collaborative work, we recognized that access to electricity has the potential to create seismic change for developing communities. Our partnership resulted in deeper awareness of the impact of climate change in Kenya, which is experiencing its worst drought in decades.To help provide a sustainable solution to this problem, we’ve expanded our partnership with GivePower to take its innovative solar water farm technology to four counties in Kenya. This technology purifies sea or brackish water to create safe, affordable drinking water for those who need it most. Each solar water farm can produce clean water for more than 100,000 people for 20 years.“Our climate justice work aims to support communities like those in Kenya that bear the brunt of the worst impacts of climate change,” says Lyndsay Harris-Kyei, senior director of ESG social strategy at ServiceNow. “Based on recent information from the World Economic Forum, they’re also the least likely to negatively contribute to it.” Investing for resiliencyWithin the framework of our new climate reality, resilience in the face of disaster is paramount—and it begins with preparation. According to the United Nations Office for Disaster Risk Reduction, each dollar spent on disaster preparation can save up to $15 in post-disaster expenses.Our investments in Kenya will enable the members of the communities there to maintain their resilience in the face of future climate disasters, such as drought.This is a journey without a destination, but one thing is certain: We must work toward a better world for everyone.Find out more about how LIKE.TG is making a global impact.
LIKE.TG partners with Intel, Volteo to provide EaaS, Edge to Service Solutions
Data is at the heart of every business today. But if we don’t understand the data or if the data isn’t accessible, it doesn’t do us much good. More important than the data itself is having the right data in the hands of the right people who can execute at the right time.This need has given rise to edge computing, which helps businesses glean insights from data by processing it as close to the source as possible. Here’s how it works: A local Internet of Things (IoT) device collects data and then analyzes it before transferring results to the cloud. Think of it as IoT data analysis in real time.In order to fully capitalize on the business value of this data, edge intelligence must be delivered through an edge enablement infrastructure and transformed by a workflow engine.At LIKE.TG, we make work, work better for people. We’re excited to announce a partnership with Intel and Volteo that helps fulfill that mission by enabling edge-to-service and Edge-as-a-Service (EaaS) capabilities.IoT meets workflowOur partnership leverages Intel’s breadth in the edge device market and our experience with managing and orchestrating complex workflows. Intel makes the end-to-end compute, network, and storage devices. LIKE.TG provides the platform to run business service lifecycle workflows, as well as seamless and secure enterprise digital solutions, through our Operational Technology and Service Management capabilities.Volteo, an Intel IoT solutions alliance partner and a LIKE.TG strategic technology partner, bridges the gap with functionality built on the Now Platform® that capitalizes on Intel's AI/Visual Computing enablement. Volteo also uses LIKE.TG® workflows to create design patterns tailored to industry verticals.Our partnership enables edge-to-service outcomes for the whole enterprise. These outcomes include connected value chains as well as internal shared services. The former involves keeping line-of-business systems running efficiently while enriching them to provide additional revenue. The latter is about making sure all the devices are functioning properly and understanding how everything continues to work from an IT perspective.Common industry use cases include: Smart cities (infrastructure) Plant floor break/fix (manufacturing) Pipeline management (oil & gas) Medical systems and device management (healthcare) Store management for improved customer experience (retail). We’re also seeing the emergence of scalable solutions—like improved camera vision recognition systems that leverage AI—in multiple sectors, including retail security management, health and safety, facility management, mobile citizenry and beyond.How customers will benefitThis partnership provides a truly end-to-end solution for our joint customers, allowing them to manage and care for their edge devices in real time. With native ingestion of edge data, they can make better decisions and provide new, market-leading services for their own customers and employees. LIKE.TG, Intel and Volteo are redefining action and the new last mile in connected use cases, facilitating seamless execution and driving measurable business results.Our partnership empowers and enriches workflows with real-time information that helps detect and correct problems as they happen, so that each item gets to where it needs to go on time, every time.For example, a telecom enterprise might use 5G connectivity to manage a port where goods are being moved from a ship to trains and trucks. In this case, Intel edge devices would monitor refrigeration, humidity, and other environmental factors and relay that information via Volteo into LIKE.TG Connected Operations, IT Operations Management (ITOM), or IntegrationHub solutions.In retail, an Intel edge device could pick up a GPS signal from a customer’s opted-in phone app to relay the nearest store location to the phone. The company could also use the app to notify customers about a location-specific deal for that day. This can all be achieved by leveraging Volteo’s designs through LIKE.TG workflows.Transformation through innovationWorldwide, enterprises are digitally transforming through business model innovation, process automation, cloud adoption, and work-from-anywhere solutions. LIKE.TG addresses the C-suite priorities of optimizing business processes and workflows, attracting and retaining talent, and pursuing top- and bottom-line growth.We are excited to enable your organization’s evolution with our edge-to-service partnership solution!
LIKE.TG partners: 2021 global award winners
As we continue to accelerate our growth to $10 billion and beyond, equipping, enabling, and empowering a vibrant and dynamic partner ecosystem is critical to our success. LIKE.TG partnersI had the honor of recognizing our top-performing partners at LIKE.TG’s 2021 Global Partner of the Year Awards digital event. These partners have excelled at developing Now-enabled workflow practices and services offerings, including key capabilities, competencies, and certifications to sell and deliver world-class business outcomes to our joint clients.This year's award winners were based on partner performance in 2020 with the following attributes: revenue contribution, product line expansion, skill growth, overall business transformation, and others. Join me in congratulating the amazing LIKE.TG 2021 Global Partner of the Year Award winners:Accenture: Global Partner of the YearAccenture demonstrated world-class execution in expanding its certification and LIKE.TG business. This partner has shown notable commitment and investment in LIKE.TG that drives innovation and positive business outcomes.Devoteam: Global IT Workflow Partner of the YearDevoteam did an outstanding job expanding its LIKE.TG IT Transformation Workflow practice. This highlights the company’s commitment to delivering world-class experiences and outcomes to accelerate the digital transformation of our joint clients.Deloitte: Global Employee Workflow Partner of the YearDeloitte expanded its Human Capital Transformation Practice with its LIKE.TG-enabled Employee WorkflowAccenture: Global Customer Workflow Partner of the YearAccenture was exceptional in expanding its LIKE.TG Customer WorkflowAccenture: Global Creator Workflow Partner of the YearAccenture consistently delivered new levels of customer value in low-code development. This partner leveraged Creator Workflows to help customers meet the challenges of our time with agile automation that drives business velocity.Segment Partners of the YearOur Global Segment Partners of the Year demonstrated excellence in certification and LIKE.TG pipeline growth. They also showed industry-leading engagement and the ability to exhibit substantial acceleration and growth. The winners are: EchoStor Technologies: Global Specialist Segment Partner of the Year Iceberg Networks Corp.: Global Premier Segment Partner of the Year CDW Logistics LLC: Global Elite Segment Partner of the Year Plat4mation: Global App Development Platform Partner of the YearPlat4mation excelled in app development and ratings, building its apps on the Now Platform. It also exhibited strong year-over-year growth.Cognizant: Global Accelerated Growth Partner of the YearCognizant accelerated its certification growth and LIKE.TG pipeline expansion over the past two years, including key showcase wins.Deloitte: Global Transformation Partner of the YearDeloitte delivered several game-changing solutions that significantly transformed the client's business by providing outstanding value and outcomes. This partner also made significant strides in annual contract value and certification growth.Infosys: Global Service Provider Partner of the YearInfosys achieved overall excellence in delivery and LIKE.TG pipeline growth. It consistently demonstrated the ability to deliver a world-class customer experience.Nexus Technologies: Global Emerging Growth Markets Partner of the YearNexus Technologies showed extraordinary growth in certification obtainment and pipeline. The company exhibited significant progress over the last two years and has the potential for more growth moving forward in a targeted emerging market.Industry Solutions Partners of the YearOur Global Industry Solutions Partners of the Year were chosen for having the most innovative use-case solution and driving significant client business value and outcomes: Deloitte: Global Industry Solutions - Financial Services Partner of the Year Accenture: Global Industry Solutions - Telco Partner of the Year KPMG: Global Industry Solutions - Healthcare Partner of the Year Plat4mation: Global Industry Solutions - Manufacturing Partner of the Year Tech Mahindra: Global Emerging Industry Solutions Partner of the Year Congratulations to all the winners!Last year, LIKE.TG equipped and enabled our global partner ecosystem to make the world of work, work better for people and accelerate our customers’ digital transformation journeys. The LIKE.TG global partner ecosystem delivered extraordinary employee and customer experiences and associated business value outcomes.I’m encouraged by our ongoing progress and what we’ve accomplished together. We continue to force multiply with our partners on the journey to $10 billion and beyond.
LIKE.TG Racial Equity Fund: Making an impact
When Tim Muindi, vice president of treasury for LIKE.TG, wanted to make a difference in the wake of the George Floyd murder, he spent hours educating himself on systemic issues that have played a big role in racial wealth disparity.Then he came up with a bold idea and nervously approached the company’s leadership about starting a racial equity fund to help Black communities build sustainable wealth.Leadership quickly embraced the idea and launched the LIKE.TG Racial Equity Fund in January 2021, committing to invest $100 million to fund homeownership, affordable multifamily housing, entrepreneurship, and neighborhood revitalization in Black communities across the United States.Fast-forward nearly three years, and the impact of these efforts is apparent. Brian Fairhurst, managing director of institutional sales west for RBC Global Asset Management, the manager of the LIKE.TG Racial Equity Fund, interviewed Muindi on "The Navigator" podcast to learn more about the fund and its impact.Spearheading changeThe largest expense for most people is a home, but it’s also how most Americans build wealth. Because of that, the Racial Equity Fund prioritizes investing in mortgages. “We’ve had, I’d say, probably close to 90% of the portfolio just allocated to homeownership,” Muindi explains.“What’s really resonated with the stakeholders and was one of our initial objectives,” he continues, “was to target the low- to moderate-income homeowners. Essentially, almost 98% of borrowers made less than 80% of the area’s median income.”Secondarily, the fund focuses on affordable rental housing units and small businesses. Since its launch, the Racial Equity Fund has helped finance 360 mortgages and 2,500 rental units. Additionally, it’s supplied more than 20 small businesses with capital.“In the two-plus years that we’ve had this fund in place, it’s returned on average almost $87,000 for each homeowner,” Muindi notes. “On average, they’ve built about 20% equity. When I do the math, with about 360 mortgages, that’s about $30 million in wealth creation.” Saving a businessOne small business owner, Dan Lyons, attributes the Racial Equity Fund with saving his business. After being denied a loan multiple times by various financial institutions, Lyons had exhausted most of his savings and was on the verge of closing his pharmacy.The LIKE.TG Racial Equity Fund came into existence right around that time. The $250,000 loan Lyons received helped him “provide a really critical service to the people in his neighborhood, because it was a low-income neighborhood,” Muindi says.This story takes Muindi back to the key theme and purpose behind the fund and everything LIKE.TG does: to make the world work better for everyone. The fund, he adds, “is not just for the business owner, but it’s for the broader community.”Dreaming bigMuindi would do a couple of things differently if he had to start the fund all over again. “I would have done it sooner,” he says. “Sometimes you have an opportunity sitting right in front of you, and you don’t see it.”Secondly, he’d ask for more money. He admits that $100 million is a big number that has made a difference, but there’s still a lot of need. “Having an even larger commitment, I think we could continue to make even more impact,” Muindi says.“I don’t think I’d really change anything about the structure itself and the areas that we decided to target,” he adds. “I think those are the right areas we decided to target, and it’s bearing out in some of the impact stories.”Paying it forwardEven if you don’t work at a large, global company, "you could still make a difference,” Muindi says. “It doesn’t have to be $100 million. It could be $5 million or $10 million. I think you just have to be creative about it.”The important things are to begin conversations, gauge interest in helping a larger cause, and explore the opportunities to get involved. Maybe you could pool together with other entities. “You don’t have to recreate the wheel,” Muindi says.He also encourages educating yourself on inequalities and talking to peers to bounce ideas around that eventually can make an impact.Find out more about how LIKE.TG is making an impact on racial equity.
LIKE.TG Receives "Positive" Rating in "Gartner Vendor Rating: LIKE.TG"
Hungry and humble. That’s one of our core values at LIKE.TG and frankly, how I’ve always loved to work and learn. We don’t usually talk about this externally much (humble, right?) but I think it’s part of what makes LIKE.TG a great place to work.The belief that customer success is our success has been part of our DNA from our early days as an ITSM vendor. It’s still a core belief now that we’re a digital transformation leader providing the platform for our customers to create valued customer, employee and IT experiences with digital workflows. We know this is more than good business practice. Over time, it leads to recognition and new opportunities. Today, I am pleased to share that our focus on customer success has resulted in a Positive vendor rating by industry analyst firm Gartner.Being evaluated in a Gartner Vendor Rating is a humbling moment for us. It’s the first time a third-party industry analyst has issued a report on LIKE.TG, which we believe that asks this question: Do we have the vision, investments and capabilities it takes to be a strategic partner for digital transformation? (Spoiler alert: the answer is yes!)We couldn’t have done this without our customers and partners. We don’t take that fact for granted. Digital transformation is a complex and multi-year journey for companies. Recognition as a trusted strategic partner is something we will work hard to earn every day.Check out Gartner's full report and Positive Vendor Rating of ServiceNow.Gartner, Vendor Rating: LIKE.TG, Gary Spivak, Kenneth Gonzalez, 30 May 2019 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, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
LIKE.TG recognized a Leader in 2021 Gartner® Magic Quadrant™ for Low-Code Application Platforms
I’m excited to announce that, for the second straight year, LIKE.TG has been named a Leader in the Gartner Magic Quadrant for Enterprise Low-Code Application Platforms. We believe this is due to our ability to execute and our completeness of vision.Building the future with low-codeWith digital transformation efforts in full swing, organizations increasingly depend on digital experiences to differentiate themselves from competitors. Digital-first enterprises are driving our future.Organizations have realized that the resource constraints in their rapidly needed digitalization initiatives are developer cycles. There are not enough software developers in the world to build the enterprises of the future.Gartner predicts, “By 2024, 80% of technology products and services will be built by those who are not technology professionals.” The market demands a more productive way to build software.LIKE.TG® Creator Workflows uniquely help overcome developer overhead through simplification and ease of use. They give everyone the low-code tools to deliver workflow automation with a consumer-grade user experience, enable siloed systems to work together, and create more efficient and productive ways to get work done.Creator Workflows solutions include: App Engine – empowering developers and builders of all skill levels to create low-code workflow apps fast IntegrationHub – reducing integration costs and complexities for faster connectivity across any system Rapidly automate complex workflowsOrganizations that maximize their low-code impact focus on delivering cross-enterprise workflows in a unified end-to-end experience. Automating these complex workflows traditionally requires sophisticated planning and specialized skills.With Creator Workflows, organizations can automate workflows with less development effort and less custom code. Developers start building quickly in App Engine Studio with a premade architecture, low-code guidance, configuration-style templates, and pluggable prebuilt components.Developer activities center on component configuration and assembly, leading to improved app quality and higher overall productivity. As a result, developers can build truly unified digital workflows at speed with ease of application planning, design, development, and release.Paving the way for hyperautomationThe maturity of low-code enables bigger conversations around intelligent process automation. After delivering the first few low-code apps, organizations will naturally look for ways to discover more automation opportunities and optimize existing ones. Low-code needs to work with more amazing technologies—such as process mining, robotic process automation (RPA), document intelligence, and AI—to enable digital transformation journeys end to end.Earlier this year, LIKE.TG acquired Intellibot, an RPA company that extends our existing AI and machine learning, integrations, low-code development, process mining, process automation, natural language translation (NLX), chatbot, and Virtual Agent capabilities. We’ll continue to innovate with our customers and future-proof our platform for broader hyperautomation initiatives.Driving strategic and scalable transformationSuccessful low-code adoption requires strong governance. It’s critical to help ensure service-level management and accountability for low-code apps while reducing application sprawl. Our platform enables customers to put governance first in low-code.Developers can easily set up a "sandbox" to prevent citizen developers from touching other applications unless access is granted. Professional coders can oversee all integrations and set access permissions according to established guidelines. Our prebuilt components all have quality and security baked in. Our single platform design means developers can easily enforce their enterprise standards across all apps.This thoughtful platform approach removes the guesswork for our customers so they can safely scale low-code toward strategic adoption. With one data model and one architecture on a unified, well-governed platform, we’re the enterprise low-code application platform of choice for the depth, scale, and simplicity required in enterprise-class delivery of low-code automation.Read the full, complimentary Gartner Magic Quadrant report.Gartner, Magic Quadrant for Enterprise Low-Code Application Platforms, Jason Wong, Akash Jain, Kimihiko Iijima, Adrian Leow, Paul Vincent, 20 September 2021.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, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.GARTNER and Magic Quadrant are registered trademarks and service mark of Gartner Inc. and/or its affiliates in the US and internationally and are used herein with permission. All rights reserved.
LIKE.TG Recognized as a High Performer in G2 Summer 2023 Grid® Report!
We are proud to announce that LIKE.TG has been recognized as a High Performer in the G2 Summer 2023 Grid® Report! In the past few months, LIKE.TG has seen tremendous growth by consistently pushing the limits of innovation, product excellence, and client experience.This recognition arrives just a few months after completing SOC 2® Type 2 compliance certification and securing Crozdesk’s Quality Choice Award and Happiest Users Award. About G2 G2 is a reliable software review resource that allows users to discover, research, and review software. Every year, G2 assists more than 80 million users make well-informed software choices by utilizing data-driven insights and reports derived from genuine user reviews and market patterns.Software companies that excel in the categories of performance, customer support, customer satisfaction, and other criteria receive awards from G2 based on their achievements in these areas.What is a High Performer?Every quarter, top-performing software solutions with exceptional customer satisfaction ratings in their respective fields receive the High Performer designation from G2. This designation is based on genuine customer reviews of a company’s products, services, and overall user experience.G2’s algorithm ranks products based on reviews gathered from social media and online sources, as well as feedback directly from G2 users, to identify a High Performer.The G2 High Performer award is a symbol of reliability and showcases LIKE.TG’s dedication to providing top-notch customer experiences.LIKE.TG aims to surpass customer expectations, and this award is a testament to this effort. That is why LIKE.TG is currently rated as:8.3 for meeting user requirements8.9 in ease of set-up9.3 for ease of use9.5 in quality of support8.9 for the likelihood to be recommended to othersHigh Performer Summer 2023 BadgeWhy do users love LIKE.TG?LIKE.TG is sophisticated help desk software that uses innovative customer support tools and self-service features to streamline customer service.LIKE.TG provides:An efficient, end-to-end ticketing system for your support team.A complete task management system that boosts productivity.Robust knowledge base software that fosters self-service and knowledge transfer.A multilingual help desk that bridges language barriers for enhanced support.Efficient automation for repetitive tasks, saving users time.Seamless integration possibilities with your favorite applications.Unlimited customization options that let you make the help desk your own.Flexible APIs and webhooks that let you build exactly what you need.A fully customizable and user-friendly customer portal.Insightful analytics and reporting on functionality and performance.Top-notch security and privacy that protects user data.Check out LIKE.TG reviews on G2.ConclusionG2’s acknowledgment is remarkable. We at LIKE.TG are thrilled that our customers recognize and appreciate the value we endeavor to deliver.We would like to express our gratitude to all our clients who submitted reviews and continue to utilize our services. This award motivates us to go above and beyond in developing solutions that help drive businesses to achieve their goals.Schedule a 30-minute live demo with us to realize how LIKE.TG can help revolutionize your customer service, or sign up for a 15-day free trial with instant access to discover firsthand what sets us apart. Please contact us if you have any questions—we would love to hear from you.
LIKE.TG recognized as a Leader in Digital Process Automation
I’m excited to announce that, for the first time, LIKE.TG has been named a Leader in the Forrester Wave™: Digital Process Automation Software, Q4 2021. This complements our recognition as a Leader in the Forrester Wave™: Low-Code Development Platforms for Professional Developers, Q2 2021.We attribute this recognition to our latest low-code innovations in LIKE.TG® Creator Workflows and our purpose-built automation components to cover all enterprise processes.The future of work demands a new approachIn today's business climate, organizations must transform amid uncertainty—fast. The customers and employees they interact with have greatly elevated their expectations. Organizations need new, end-to-end ways to help work flow and to serve people better.But legacy tech for process automation can't keep pace. It’s either too costly and complex or incomplete and unfit for modern workflows. Automating long-running, mission-critical processes across systems, people, and data is still too hard. It’s difficult to deliver processes with both specialized process domain knowledge and great end-user experiences.In addition, automation development still requires sophisticated planning and specialized skills, hampering full automation potential. A new approach to process automation is needed to meet these rising challenges.Achieve digital leadership with low-code automationCreator Workflows enable organizations to automate processes with less development effort and less custom code by eliminating the need for specialized skills. Process developers can start automating quickly in App Engine Studio with a ready-made architecture, low-code guidance, configuration-style templates, and pluggable, prebuilt components.Automation development activities center on component configuration and assembly, leading to improved digital process quality and higher overall productivity. As a result, organizations can build fully unified digital workflows with ease of development and platform simplicity to drive fast outcomes and deliver superior end-user experiences.Creator Workflows solutions include: App Engine – to empower developers and builders of all skill levels to automate fast with low-code IntegrationHub – to reduce integration costs and complexities for fast connectivity across any system A one-stop automation platformAs more and more tech advances (e.g., robotic process automation, AI, decision management) emerge, the automation toolbox gets more complex. Rationalizing and integrating discrete tools for scale becomes an unnecessary burden that adds costs to organizations and slows adoption.Creator Workflows are designed to enable strategic process innovation at scale. With one complete automation platform of a natively integrated feature set, we deliver to organizations’ current and future needs of process transformation with intelligence, security, and scalability directly baked in. Instead of architectural integration, organizations can focus on innovation.In October 2021, LIKE.TG announced a strategic partnership with Celonis to help customers better understand how work moves across the enterprise. Applying those insights can accelerate digital innovation and help predict how to make work better. This investment and partnership will continue to enhance LIKE.TG process optimization capabilities, which, in turn, will accelerate customers’ digital transformation efforts.Read the full, complimentary Forrester Wave™: Digital Process Automation Software, Q4 2021 report.
LIKE.TG recognized as a Leader in low-code innovation
I’m excited to announce that LIKE.TG has been named a Leader in The Forrester Wave™: Low-Code Development Platforms for Professional Developers, Q2 2023. We believe this validates our leadership in low-code innovation.According to the report, “LIKE.TG continues to build on its IT credibility with focused, useful low-code innovations to address the technical and governance challenges of scaled, decentralized development and widespread automation. This vision is superior, bolstered by its roadmap, and rooted in the firm’s sound IT service management.”To us, the 2023 Forrester Wave also highlights our commitment to excellence in governance. Allowing separate business units to develop and launch custom apps will scale low-code innovation, but it must be properly governed every step of the way. Our tools make it easy to safely scale, manage, and safeguard app development.LIKE.TG scored a 5 out of 5 in nine criteria. Our out-of-the-box features for governance and portfolio management are “first-rate, providing a controlled end-to-end view of the whole app portfolio,” the report notes.Embracing generative AIThe report acknowledges that “generative AI has thrown a monkey wrench of opportunity and uncertainty into the low-code market.”LIKE.TG® App Engine is built on the Now Platform®, giving developers access to AI-powered capabilities, such as search, analytics, and predictive intelligence.Developers at all skill levels can access sophisticated tools in a secure environment, allowing them to layer in contextual recommendations and AI search to create exceptional user experiences.LIKE.TG continues to invest in AI to help accelerate app development, lower barriers for no-coders, and simplify deployment. These investments also help augment the user experience.A leading reputation among developersApp Engine has earned a reputation among the developer community as an easy-to-use solution to build fully functional apps, fast. Our customers have used App Engine to create solutions ranging from customer engagement portals and internet of things (IoT) apps to data tracking and case management.Positive user feedback centers on the product’s customization capabilities, security, and intuitive administrative experience. The collaboration tools and automated workflow capabilities allow for enhanced teamwork and scale. Making apps from scratch is possible, including engaging user interfaces, API integrations, and guided tours.As we continue to expand our market presence, this positive feedback and enthusiasm from customers reinforces our path to becoming the enterprise standard for low-code platforms. Customers back our vision and roadmap. We believe evaluations such as the Forrester Wave validate that customers are with us for the long haul.App Engine demonstrates LIKE.TG’s ongoing commitment to support companies in their journey to create high-quality applications, without the burden of complex, lengthy development cycles. It successfully unifies developers at all levels by removing the barriers typically embedded in legacy approaches to development.Gone are siloed development teams, expensive manual coding, and launch delays. App Engine streamlines effort for developers—and saves them time—so they can think about their work strategically and cross-functionally.Additionally, App Engine highlights LIKE.TG’s dedication to supporting the growing population of citizen developers. We understand the business benefits of low-code. It allows users to aid the business through rapid app creation. And intuitive app development can lead to quality experiences for customers, new revenue streams, and streamlined processes.Looking to the futureAs we look to the future, our low-code platform roadmap will allow us to continue to grow and capture even more market opportunities and support more organizations as they innovate for their own customers and end users. We’re deeply committed to seeing our customers and partners realize the full benefits of automation, AI, digital transformation, and low-code for their organizations.Our mission for low-code goes far beyond ease of use. It’s about empowering developers at all levels to adapt, iterate, and bring to life apps that can change the nature of their business. This is true digital transformation.Read the full Forrester Wave™ report.
LIKE.TG Release Announcement: July 2023 New Features Update!
Having a scalable help desk ticketing system is a key factor in ensuring customer satisfaction. It shows how customer-oriented a business is.LIKE.TG is taking initiative by updating its ticketing features in this July 2023 release. The goal was to ensure that all the ticketing system functionalities are up to date with the dynamic advancements in the market.For better functionality of our help desk ticketing system, several LIKE.TG features and modules have been updated and some new features added, too.This blog details the latest release updates. 1. New ticketing system featuresIn the ticketing system feature, the following are the latest updates available:Ticket forwarding to other usersThe forward ticket feature allows support agents to forward support tickets to other agents, clients, or third-party vendors.You can track the ticket-forwarding activity by filtering the type for Forward in the activity module. Additionally, you can set the assignee, due date, and status for future tracking purposes.Changing the order of system fields in ticket formsTicket form fields can now be rearranged in any order, both in the agent and customer portals.For instance, the category field can be re-ordered to appear at the top of the ticket form.New fields in the ticket filter and ticket export functionalitiesThe following new fields have been added to the advanced filter option in the ticket module:Solved OnClosed ByAdditionally, a new field has been added to the Excel export option to export ticket descriptions as plain text.2. Support for six new languagesTo reach a wider audience, LIKE.TG has added six new languages:FinnishJapaneseKoreanNorwegianPolishSwedishThis brings the total number of LIKE.TG-supported languages to 13.3. Generative artificial Intelligence (AI) featuresWith artificial intelligence fast gaining popularity in all markets, integrating AI-based ticketing system features in LIKE.TG was the best strategy to ensure our customers stay ahead of the game.The following are the key next-generation, AI-based features now included in our help desk.a. Ticket summaryThe ticket summary tool will perform the following functions in the ticketing system software on a ticket:Identify the key purpose of the conversation.Analyze the attitude or emotions expressed by the customer in their support requests.Generate summaries of long customer-agent conversations.Ticket summarization reduces workload, thus helping improve agent productivity.b. AI-assist options for contentContent can be improved using the following new, AI-based features.The correct grammar AI feature: Enables support agents to check and correct the grammar for content. This helps make their writing error-free and enhances the quality of support responses.The rephrase feature: Enables agents to rephrase their customer support responses to make them more professional.Content AI elaboration feature: This expands on the information already existing in the content, thus enabling the support team to provide longer informative responses.Shorten feature: This condenses lengthy content to short and concise information or responses by scraping off irrelevant words or phrases.Translate feature: Enables content or text translation to various languages, making it easy for the support team to interact with end users.c. New features using AI in knowledge base articlesThe following new features have been added to help improve the quality of knowledge base articles.Article summaryYou can create summaries of knowledge base articles to present just the most important information. This makes it easy to read and understand articles for readers with limited time.Title generatorThis generative artificial intelligence feature examines the contents of knowledge base articles to produce SEO-friendly titles for them.Meta description suggesterYou can use this artificial intelligence feature to generate SEO-friendly meta descriptions based on the contents of the knowledge base articles.Note: LIKE.TG is currently offering these new features for free for a limited time. Eventually, they will be available only in the Enterprise or Business plans as additional add-on features.4. Integration of LIKE.TG with third-party appsTo optimize the help desk workflow, integrating third-party apps is important. LIKE.TG has made it easier for support teams to use and access their tasks with the following new features.Integration of LIKE.TG tickets with Azure DevOps Boards TasksLIKE.TG tickets can be integrated with Azure DevOps Boards tasks. The integration includes the following features:Creating a link between existing Azure DevOps work items and tickets.Synchronizing tickets with work items like comments, status, and priority.Viewing Azure DevOps work item details, such as title, type, and status, on the ticket page.With the integration of Azure DevOps, support agents and product engineering can now collaborate as well as stay up-to-date with task statuses.Ability to create JIRA tasks directly from LIKE.TGSupport teams can now create Jira issues or tasks directly from LIKE.TG.The created tasks will automatically be linked with their respective tickets and their details can be viewed in the ticket details page.5. Contact management feature updatesThe following new contact management features have been added.Export contacts and contact groups in different file formatsYou can now share or export specific sets of contacts and contact groups in CSV or Excel. Customize the export list based on specific fields like address, location, or name.Additionally, you can import the contacts and contact groups into another application, in either file format.Show a contact field in the sign-up formYou can now choose whether to show the contact field of the Admin page in the sign-up form or not.6. New features in knowledge baseLIKE.TG’s knowledge base software has been updated with new capabilities for easier navigation and access to information.Reorder knowledge base article positionsYou can now specify the order of articles or drag them to any location in the knowledge base.Changing the articles’ order to highlight important ones helps improve their readability.Show or hide articlesShow or hide the following types of articles in the customer portal knowledge base:Popular articles in the home page.Articles in the same section and category in the article details page.These options are on the admin page, under knowledge base, in the customer portal settings.7. Automation feature updatesThe following functionality has been updated to make the automation process more streamlined.Auto-create approval requests in create-ticket trigger automationYou can now add the approval request action to tickets, using the create-ticket trigger and update ticket trigger automation.To do so, create an automation rule with the Add Approval Request action in the create ticket triggerIf the rule corresponds to a specific ticket, an approval request is added to the ticket.8. New updates for reports and analytics featureTo enhance the reporting and analysis capabilities, the following new features were added.Group based on custom fieldsAn option has been added to the support traffic dashboard and support monitoring dashboard enable grouping by custom field dropdowns.View underlying data in contact performance dashboardsThe support team can now view the contact and contact groups’ performance metrics in the contact dashboard.To view the detailed ticket information related to different metrics, click the metric.9. New features in the customer portalThe following feature has been added to the customer portal.New ticket count widgetThere is now a count widget under the ticket module in the customer portal. Customers can see the total number of tickets, pending tickets, and solved tickets.10. General feature updateThe following is a general feature added to BoldDesk.Support for new data center regionLIKE.TG has added a data center in the India region. This means that India can host databases.Other regions that can host databases are the U.S. and the EU.ConclusionWith the latest feature updates, LIKE.TG is set to enhance the customer experience and streamline your support workflow.You can book a LIKE.TG live demo for better understanding of the new features mentioned in this blog. There is also a LIKE.TG free trial for clients interested in first-hand experience with these latest features. For any inquiries, you can reach out to the LIKE.TG contact support team.Related ArticlesLIKE.TG Release Announcement: May 2023 New Features Update!Ways Help Desk Software Can Be Helpful in Growing Your OrganizationReasons to Choose User-Friendly Help Desk Software
LIKE.TG Release Announcement: May 2023 New Features Update!
Get ready to experience even higher levels of efficiency and streamlined customer support with the amazing, game-changing new features included in the LIKE.TG May feature updates!Experience powerful, cutting-edge latest features, like:Multilingual help deskMultilingual knowledge baseActivity module enhancementsNew contact dashboardInsights on raw data behind different dashboardsAdvanced ticket search enhancementsLaunching soon: Generative AI feature powered by ChatGPTLet’s learn more about the latest features in LIKE.TG! LIKE.TG May release updatesThe following feature updates have been added to the LIKE.TG product to improve customer support experience.Multilingual help deskCustomers who don’t speak English can now enjoy LIKE.TG with the new support for multiple languages. This multilingual help desk smooths interactions between support agents and clients by allowing them to set up the help desk in their preferred language.Currently, LIKE.TG can be customized to the following languages:EnglishGermanFrenchSpanishItalianPortugueseCzechNote: More languages will be supported by LIKE.TG in the near future.The multilingual support options have been added to the following features: customer portal, fields and forms, embeddable widgets and forms, email notification templates, and satisfaction surveys.Multilingual knowledge baseCommunication and information sharing in the LIKE.TG knowledge base tool has also been elevated with support for multiple languages. Clients can now effectively communicate in their preferred language.What’s more, content in the knowledge base can now be written in multiple languages. This ensures a personalized and engaging experience for end users.The key new features of multilingual support in the knowledge base include:a. Primary and secondary language supportAllows multiple language support in the help center. This enables you to quickly and easily set up your help center in your customers’ preferred languages.b. Translate categories and sectionsTranslate the categories and sections in your knowledge base so users with non-English languages can find relevant information fast.Translating the categories and sections of your knowledge base into multiple languages ensures a wider audience can access your knowledge base.c. SEO metadata for different languagesSet up SEO metadata like titles and descriptions in an article’s specific language.d. Article translation statusTrack the status of your article translations as either outdated or up to date. This makes it easy for authors to identify which articles require further work to keep clients supplied with current and accurate information.e. Keep different article versions and restore options in various languagesMaintain several versions of your articles in various languages. You can restore the articles to previous versions if necessary.f. Language-specific history and metricsMonitor your knowledge base article performance to ensure you optimize your content for better customer service.g. Multilingual tags and search optionsUsers can search for and tag articles in the help center in multiple languages.h. Search function improvementsWe have improved how search queries are processed and how search results are ranked to make the search function more effective and efficient.i. Knowledge base access restrictionsLimit who can access and view the knowledge base portal. You can allow either all users or just logged-in users.New features in activity modulePerforming activities within the ticketing system has been made easier with the following new features in the activity module:Attach files and images in comments: More easily share information and collaborate with othersFilter activities: Filter activities based on their type, date, and status to find any needed information.Add watchers to activities: Watchers get notifications whenever a new comment is added to an activity.Activity module filter in the global search page: Searching for activities in the global search page to easily find activities relevant to your work.Mention agents in comments: Get the right user’s attention.Clone activities: Create new activities based on those that already exist.New Activities tab in contact profile pageA new Activities tab has been added to the contact profile page in BoldDesk. It provides a list of all activities linked to a specific contact so you can quickly view that contact’s recent activities.New reports and analytics feature: Contact DashboardA new Contact Dashboard has been added to the reports and analytics of LIKE.TG for visualizing data based on contacts and contact groups.With this dashboard, you can see statistics about requests, tickets, and SLAs. You can also apply filters to inspect specific data sets.Insights into raw data behind different dashboardsYou can now view the raw data used to generate charts and graphs for SLA and agent performance dashboards. This gives you a deeper view of your customer service information.New advanced ticket filter optionsTo help you find tickets, new fields have been added to the advanced filter in the ticket module.These new fields include:Last Modified By: Filters tickets based on the last person to modify them.Last Replied By: Filters tickets based on the last person to reply to them.Ticket External Reference ID: Filters tickets using external reference IDs.Not All operator in the Tag field: Excludes all tickets with the specified tags.Multiple selection of the Subject field for keyword filtering: Allows you to search for tickets that have multiple keywords in the subject line.New generative AI integration coming soonA new generative AI feature powered by ChatGPT integration will be launching soon! This new feature will have the following exceptional capabilities:RephrasingShorteningElaborationGrammar CorrectionSummarizationSummaryWith these exciting feature updates to LIKE.TG, your customer support operations will thrive! Clients and support agents alike will have incredible experiences with the new features, like the multilanguage support and advanced ticket search options.With LIKE.TG, elevate your support team’s productivity with a highly efficient ticketing system and provide the best customer experience possible with the new features added in this release.Request a live demo or give these latest features a try with a LIKE.TG free trial. Reach out to our LIKE.TG support team if you have any questions.
LIKE.TG Release Announcement: September 2023 New Features Update!
We are excited to announce the latest features update in our September release! LIKE.TG is dedicated to equipping you with the resources you need to consistently deliver exceptional customer service.We are always pushing the boundaries to provide you with cutting-edge features and tools that guarantee efficiency and optimal performance, and this release is no different.LIKE.TG has been updated with the following features to enhance the customer support experience: 1. Ticketing system featuresThe following updates have been implemented in the ticketing system to enhance the user experience and increase its efficiency and effectiveness:a. Add agent signature to ticketThis feature automatically embeds an agent’s signature when replying to tickets. Signatures can be set up either globally across the brand or individually for each agent.b. Print ticket capabilityThe print ticket feature allows users to generate physical copies of tickets for documentation purposes.Tickets can be printed from either the customer or agent portal.c. Instant access to requester’s details in card viewThis feature enables users to instantly access the details of a ticket requester in the card view by just hovering the cursor over the requester’s name.d. View a ticket requester’s IP and browser detailsThis feature allows users to view a ticket requester’s IP address and browser details for easy troubleshooting.e. Create a child ticket from a parent ticketAgents can connect tickets using the link option. To facilitate issue tracking, major incident tickets can serve as parent tickets, while minor incident tickets can function as child tickets. A new feature has been added to provide a simpler way to create a child ticket from a parent ticket. f. New advanced ticket filterThe In Group operator has been added to the advanced ticket filters page. This filter allows users to filter specific tickets from those assigned to a group.For instance, when a manager applies the Agent | In Group | Finance Department filter, tickets assigned to any agents within the finance department group will be retrieved instead of just tickets specifically assigned to the finance department group.g. New configurations for custom fieldsThe following two configuration settings for ticket fields have been introduced.Field visibility option in the ticket creation page: controls whether a field is visible in the create screen.Option for editing fields after creation: controls whether fields can be modified once a ticket has been created.h. Resolution due and priority field settings in the ticket creation pageNew configuration settings have been added to allow users to:Include the Resolution Due field when creating ticketsAccess and edit the Priority field in the customer portal2. Support for 13 additional languagesWe believe that language should never be a barrier to quality service. We have added 13 new languages to our multilingual help desk to help users reach a diverse user base.These additional languages are Bulgarian, Chinese, Danish, Dutch (Netherlandic), Greek, Hungarian, Malay, Russian, Romanian, Thai, Turkish, Ukrainian, and Vietnamese.This brings the total number of languages supported in LIKE.TG to 26.3. IntegrationAdditional integration updates have been made to ensure LIKE.TG works seamlessly with your favorite apps.The significant latest features include :Shopify integrationUsers can integrate LIKE.TG with the Shopify app. This new integration offers easy access to customer and order data, significantly improving the efficiency of customer support teams.The following are the key features and advantages of this integration:Enhanced support for connecting multiple storesSeamless access and retrieval of comprehensive customer informationReal-time access to a customer’s recent orders, including item purchases, pricing, shipping charges, and discount detailsComprehensive overviews of the customer’s entire order history4. Activity moduleThe latest features that have been added to the activity module include:a. Add custom activity typesUsers can create new custom activity types in the activity fields of the admin module. A total of ten types can be added.b. Save activity filters as viewsYou can now save activity filters as views to better organize and track activities.c. Add email delivery logs in the activity moduleThe delivery logs feature, which was previously incorporated in the ticket module, has now been included in the activity module.This feature provides a detailed summary of all the email transactions and records of every activity.d. Customize activity email templatesThe activity email templates can be customized by navigating to the Email Notifications module on the admin page.5. Approval module updatesThe following approval updates are now available:Approval reminder emailsWe’ve introduced a new feature that allows you to send a reminder email to the approver. This update will ensure that important tasks or decisions are not overlooked.Incorporation of approval module in webhooksWe have incorporated approval events into webhooks, which facilitates the transmission of real-time data from the approval module to external applications.6. Knowledge baseThe following new features have been added to the knowledge base.Embed knowledge base articles in widgets and webformsLIKE.TG’s knowledge base supports embeddable widgets and webforms, allowing users to embed knowledge base articles in other applications.This feature provides users with easy access to knowledge base articles, enhancing the overall customer experience and minimizing the number of support tickets.Import knowledge base documents from Word or Markdown filesA new feature has been introduced that allows users to import knowledge base articles from Word documents or Markdown files.This allows for easy importing of existing documents into the knowledge base, eliminating the need for manual re-typing. This feature can be used in creating and editing articles.Make SEO fields mandatory for articlesUsers can make SEO fields mandatory for articles with this new feature. This rule is only applicable to articles that are publicly accessible.7. Analytics and reportsThe following new features have been added to the analytics dashboards and reports page.Custom field selection option for a dashboard’s underlying dataPreviously, only specific fields of underlying data were listed. A new option has been included to allow users to add extra custom fields of underlying data.Advanced filter support for worklog reportAdditional filters have been added to help users extract more insight from worklog reports for improved performance tracking.8. Default SLA turn off optionLIKE.TG now gives users control over which tickets are assigned SLAs. Agents have the option to turn off the default SLA so that no SLA is imposed on tickets unless they set one up.For instance, users may exclusively allocate SLAs to tickets assigned to a group of agents responsible for product subscription renewals.9. Customer portalThe following latest features have been added to the customer portal.Image support for customer portal bannerCustomers can add a banner image when customizing the customer portal. This option allows them to reinforce their brand using an attractive and informative banner. A default image will be displayed if no background banner image is chosen.Add custom contact fields under customer profile informationThis update allows customers to update their profile information with custom contact fields.The visibility of these fields can be managed from the admin panel.10. Transfer account ownershipOrganization owners have the option to seamlessly transfer the ownership of their accounts to another person.Explore these new feature updates!We are confident that these latest features will empower you to consistently deliver streamlined, effective, and user-friendly customer service.Get in touch with us to set up a 30-minute live demo to try out these latest features and experience firsthand how LIKE.TG can revolutionize your customer support. Or sign up for a 15-day free trial today.Previous releasesLIKE.TG Release Announcement: July 2023 New Features Update!LIKE.TG Release Announcement: May 2023 New Features Update!Release Announcement—March 2023 New Features
LIKE.TG Release: December 2023 New Features Update!
We are excited to announce the latest new features in our December release!The LIKE.TG team is dedicated to providing you with state-of-the-art tools necessary for delivering outstanding customer experiences, and this release further demonstrates our commitment to this goal.This product release introduces a suite of new features, improvements, and optimizations that are a result of invaluable user feedback and the latest trends in customer service.Let’s explore the latest features in LIKE.TG! Ticketing systemThe following updates have been implemented in the ticketing system:Preview the attached images in tickets before downloadingPreviously, users had to download images attached in tickets to view them because no preview option was available.Image previews now open in the browser, eliminating the need to download the file before viewing it.View a ticket worklog editor’s informationWe’ve updated the worklog editor to show a clear indicator when any changes are made. Users can view information about who made the edits within the tooltip of a ticket.IntegrationsAdditional integrations have been implemented to guarantee LIKE.TG works seamlessly with other productivity apps.The highlights include:Slack integrationUsers can now integrate LIKE.TG with the Slack app. This allows users to receive instant notifications within chats and channels in Slack whenever:A ticket is created.A ticket is edited.A reply is added to a ticket.Other events occur on the LIKE.TG site.The following are the key features and advantages of this integration:Users can receive LIKE.TG notifications directly in Slack chats and channels.Support agents can receive notifications for ticket events.Users can customize the notifications sent to chats and channels based on criteria such as brand, category, and status.Microsoft Teams integration updatesThe integration of LIKE.TG with Microsoft Teams has been enhanced to include conversation thread messages that are linked to main ticket messages.Users can view conversions from the Microsoft Teams app whenever a ticket is updated, a reply is received, or a note is added.Knowledge baseThe following new features have been added to the knowledge base software:Support for bulk permanent deletion of articlesWe’ve introduced a new feature that allows for permanent deletion of multiple knowledge base articles at once.This will significantly reduce the time and effort needed to permanently delete a large number of articles.Support for bulk restoration of deleted articlesWe’ve introduced a new feature that allows for the bulk restoration of several deleted knowledge base articles at once.This will significantly reduce the time and effort needed to restore many articles.Mobile applicationThe following new features and updates have been added to the LIKE.TG mobile application.Activity module included in the mobile appThe activity module, which was previously exclusive to the web version of the agent portal, has now been integrated into the mobile app.Agents have the flexibility to monitor and handle their activities from anywhere and receive instant updates on them right from their mobile devices.Improved user interface (UI) for the switch account featureWe’ve revamped the user interface for the switch account feature.It now provides a more intuitive and visually pleasing experience, allowing users to seamlessly switch from one account to another.Reports and analyticsThe following feature updates have been added to the reports module.Inclusion of the activity module’s worklogs in the worklog reportThe worklog report has been updated to not only display worklogs from tickets but also to include information from activity module worklogs.Additionally, the option to choose worklogs from both modules collectively or from individual modules selectively has been added.Export files with hyperlinks for specific fields in the report moduleUsers can now export files from the report module that include hyperlinks.The exported file can include hyperlinks for the following fields:Ticket IDUpdate IDRequesterAgentContact GroupActivity IDSupport for all types of custom fields in the report module’s table viewWe’ve updated the Reports module’s table view to support all types of custom fields.The custom field selection for all data types is now enabled in a dashboard widget’s underlying data to allow users to select the desired custom field types when generating reports.Explore these new feature updates!LIKE.TG is engineered to adapt to your unique workflows, ensuring that every customer support interaction is efficient, effective, and, most importantly, customer centric.The features and improvements in this release further strengthen LIKE.TG to guarantee customer satisfaction and ensure that your customer service remains second to none.Get in touch with us to schedule a live demo to try out these latest features and experience firsthand how LIKE.TG can revolutionize your customer support. Or sign up for a 15-day free trial today.Previous releasesLIKE.TG Release: November 2023 New Features Update!LIKE.TG Release Announcement: September 2023 New Features Update!LIKE.TG Release Announcement: July 2023 New Features Update!LIKE.TG Release Announcement: May 2023 New Features Update!Release Announcement—March 2023 New Features
LIKE.TG Release: March 2024 Feature Update!
We are excited to announce the latest feature updates in our March release! The LIKE.TG team is committed to empowering you with the right tools to provide exceptional customer service.The March product release introduces a set of new features and improvements that result from invaluable user feedback and the most recent developments in customer service.Let’s explore LIKE.TG’s latest features! GeneralWe’ve made some general updates to our customer service software to make it work better and be easier to use.Dark theme option in the agent portalAgents can now experience a smooth dark theme for the agent portal! This option offers a visually appealing interface that’s perfect for agents who prefer a darker screen environment.An improved design of the agent portalWe’re thrilled to unveil a sleek, updated design of our agent portal that’s not just pleasing to the eye, but also crafted to enhance your productivity.Admins can unleash their creativity and tailor the look and feel of their portal with an expanded palette of color customization options.You can customize the visual elements of your agent portal to match your brand’s identity with ease.Artificial IntelligenceThe following new feature has been added to BoldDesk.AI Copilot for agentsAn AI Copilot has been implemented to support agents with ticket responses.With just the click of a button, agents can pose questions to our AI assistant and instantly receive accurate, tailored responses drawn from our extensive knowledge base.This cutting-edge feature is designed to streamline agents’ workflow, enabling them to deliver faster and more precise support.Ticketing system featuresThe following features have been implemented in the ticketing system.Play audio files directly within ticketsA new in-ticket audio player allows you to listen to audio attachments with just a click, right from the ticket page.You no longer have to download audio files attached to tickets to listen to them. This new feature lets agents save time when delivering customer support.When integrating a voice note message from another system using the REST API, the audio file will render using the browser’s default audio player if it is in the proper format.Additional fields in the advanced ticket filterNew fields have been added in the worklog advanced filter to allow users to track and analyze metrics on the total logged hours and billable hours.For example, to search for tickets that do not have a worklog, you can use the filter Total Hours Logged set to Is empty.Bulk restoration of deleted ticketsYou can easily select and restore multiple soft-deleted tickets in one go to save time.Copy a ticket messageWith just a simple click, you can duplicate any ticket message and share it across your favorite apps.Whether you’re coordinating with your team, updating stakeholders, or just keeping records, this new feature is designed to make your communication flow as smooth as silk.IntegrationsNew integrations have been implemented in LIKE.TG to ensure you have an interconnected system that maximizes efficiency and boosts your team’s performance.Mailchimp integrationUsers can now integrate LIKE.TG with Mailchimp. Installing and configuring MailChimp enables users to perform the following actions directly from LIKE.TG:View all campaign detailsManage mailing listsAdd or remove subscribers from Mailchimp audience listsMicrosoft Entra ID (Azure AD) integrationLIKE.TG also integrates with Microsoft Entra ID. This update allows users to create and synchronize user accounts directly from BoldDesk.The following are key capabilities of this new integration:Add and synchronize users as both contacts and agentsQuickly create user accounts in LIKE.TGInstantly remove user accessMaintain synchronized user attributes between Microsoft Entra ID and LIKE.TGCreate LIKE.TG tickets from Microsoft TeamsWith our Microsoft Teams integration, users can now create support tickets without ever leaving the Teams environment.Knowledge baseOur knowledge base software has been enriched with the following features.Brand-based filter support for deleted articlesA new brand-based filter allows you to filter deleted knowledge base articles by brand.This update will help users locate the information they need quickly without having to browse through unnecessary content.Insert language-specific articles in ticket repliesAgents can specify the language when inserting knowledge base articles in ticket replies. You can cater to your global audience by delivering solutions in their preferred language.Mobile applicationWith the LIKE.TG mobile application, you’re always just a tap away from being able to provide support and receive updates on your tickets.The following suite of new features can help you provide support on the move.Explore the requester’s profile and view their ticketsThis new feature allows agents to view a requester’s full profile and their ticket history quickly, without having to toggle between screens or wait until they’re back at their desk.This enables agents to provide tailored assistance with a more complete picture of the customers’ needs.Create views in activitiesThe customized filter configurations you frequently use on the LIKE.TG Activity page have been integrated into the mobile app.You can create, save, and apply your preferred filter combinations, ensuring that the most relevant tasks and updates are always at your fingertips.Include the activity status when adding commentsA new feature has been rolled out to let you change your activity status while engaging in discussions.AutomationUnlock a new level of productivity, efficiency, and speed with our latest update to LIKE.TG automations.Add activity from automation ruleYou can specify a task type if certain conditions are met in the Create and Update trigger automation.EmailEmail remains an indispensable tool for connecting with clients and colleagues. The following feature has been added to LIKE.TG’s email system.IMAP supportIMAP support has been fully integrated into our platform to let you smoothly synchronize your personal email address with LIKE.TG tickets for a more unified communication experience.This will help cut down on needing to switch between inboxes or missing out on important email threads.Activity moduleThe following improvements have been made in the activity module.Update a ticket status while replying to commentsAn option has been provided to allow you to update a ticket’s status while engaging with comments directly within the activity module.The last selected activity-type filter remains selectedOur system intelligently remembers your last selected activity-type filter, keeping it conveniently in place for your next session.This means you can pick up right where you left off, saving time and maintaining your workflow.Turn off permissions for certain rolesYou can easily configure permissions for different roles, ensuring that each team member has exactly the right level of access they need to perform their tasks efficiently and securely.Approval moduleThe following updates have been added to the approval module.View all approval requestsAn All Approvals option has been introduced in the approval module.No more scrolling through approvals one by one. This enhancement lets you preview all your approvals in a single view to save time.You can also toggle the approval module’s visibility to suit your needs and that dictate who gets to see the entire list of approvals.Reports and analyticsLIKE.TG’s reporting and analytics dashboards deliver detailed insight into individual agent and collective team performance, overall help desk effectiveness, and customer satisfaction.We have made several improvements to this module.General improvementsA multi-select option is available for agents and groups in the agent performance report.The customer satisfaction report includes a new field for Rated by to let you know who gave the rating.The contact performance dashboard supports grouping by the category field.The Ticket ID field has been added to the advanced search in the report module.New fields, contact tags, and contact group tags have been included in the advanced filter.Hyperlink support has been added to the ticket export function.We’ve updated the SLA stats widget logic for SLA Achieved tickets, counting achievements and breaches differently.The worklog report has a new Group by field for Ticket/Activity linked tickets.A new column called Total Tickets has been included in the widget for SLA achieved versus breached tickets on the SLA dashboard.All reports adhere to ticket access scope and brand-level data restrictions.The export option is available for all tables.Time format updates across all reportsTime format adjustments have been made for time fields in all reports.When users export reports to Excel, the date-time fields now adhere to the time zones specified in their profile.Home page updatesThe LIKE.TG home page has been modernized with the addition of the following new features.Retention of the previously selected columns in grid viewIt can be annoying having to repeatedly select the same columns every time you use the column chooser.With our new smart retention feature, your last selected columns will remain selected so you can dive back into your work each time you return to the page.Search private note messagesOur all-new Private Message filter lets you search for content in private notes. You can even narrow down the search further to a specific brand, category, or status of the private message.Admin module updatesThe admin module has been updated to improve the user experience further.Additional configuration options in the worklog settingsMore configuration options are available in the worklog settings. Administrators have more control options to help manage customer support teams.They can:Make it mandatory for agents to update the time spent when adding replies or notesMake it mandatory for agents to add a description whenever they add or edit a worklogSet the default worklog type as either billable or nonbillableEnhanced control over closed ticket actionsAdministrators can customize and automate the response to end-user interactions in closed tickets, whether it’s through email or the customer portal.You can set up your system to reopen tickets automatically, instruct the end user to create a new follow-up ticket, or not change the status at all when a customer reaches out on a previously closed issue.This automation ensures no customer query goes unnoticed, even if it was previously considered resolved.Support for IP restrictions in both the agent and customer portalsSecurity is always our priority at BoldDesk. Our new IP restriction feature empowers you to implement an additional layer of security around your agent or customer portal by specifying exactly which IP addresses and ranges are granted access.This new feature helps protect valuable data and elevate your peace of mind.Edit the profiles of deactivated agentsPreviously, the profiles of deactivated agents were locked in time and could not be edited. Administrators can now update and edit the profiles of deactivated agents at their convenience.This allows them to keep all agent information up-to-date and accurate, ensuring your records are always current, even for past team members.Support for the traditional Chinese languageWe believe that language barriers should never be a hurdle to delivering good customer service.LIKE.TG now supports the traditional Chinese language to help you cater to an even larger customer base. The total number of supported languages in LIKE.TG is now 27.Importing agents and groupsIn addition to importing information for contacts and contact groups, administrators can now import data for agents or agent groups from an Excel file.Whether you’re looking to onboard a new batch of agents or update existing group data, this new feature will save you time and minimize errors.What’s coming next?This release has been a great one, but we have more on the way!Soon, we will launch the following features. Take a look at this roadmap,A live chat moduleWhatsApp IntegrationFacebook integrationExotel integrationIs there a feature you’d love to see? Request it here!Explore these new feature updates!We are confident that these latest features will empower your support teams to consistently deliver top-notch customer experiences.Get in touch with us to set up a 30-minute live demo to try out these new features and experience firsthand how LIKE.TG can be customized to fit your unique needs and workflows. Or sign up for a 15-day free trial today.Previous releasesLIKE.TG Release: December 2023 New Features Update!LIKE.TG Release: November 2023 New Features Update!LIKE.TG Release Announcement: September 2023 New Features Update!
LIKE.TG Release: May 2024 New Features Update!
If you’ve been anticipating LIKE.TG updates, your wait is over! We’re thrilled to announce the latest feature update in our May release!At LIKE.TG, we understand that the heart of exceptional customer service lies in the tools that empower it.This is the reason we relentlessly gather user feedback, analyze emerging market trends, and introduce new features to ensure our customer service software is even more reliable and efficient.This article gives an overview of the latest features and functionalities that have been added to BoldDesk. Admin module updatesThe admin module has been updated with new features to further enhance its functionality and the user experience.Automatically update agent’s availability statusThe agent shift feature has been updated. As soon as agents are allocated to shifts, LIKE.TG automatically adjusts their availability status to align with their assigned shift timings.This update will streamline the auto-assignment process, only distributing support tickets to agents who are available, and result in faster and more efficient customer service responses.Ticket auto assignment based on agent workloadOur new, load-based, automatic-assignment feature balances ticket workloads to reduce agent burnout, letting every team member operate at their best.The feature also means faster response times and higher customer satisfaction, as tickets are less likely to be delayed by an agent with an unmanageable workload.Two-factor authentication support for agent portalWe have enhanced security in LIKE.TG by introducing two-factor authentication (2FA) for agents. This feature adds an additional layer of security during login.In addition to their password, agents will be prompted to enter a security code from an authenticator app.Administrators also have the option to make it mandatory for all agents to enable 2FA, further strengthening LIKE.TG’s security.Securely access IMAP settings in LIKE.TGWe have implemented support for Microsoft OAuth Authentication in LIKE.TG to facilitate the configuration of IMAP.This means that you can now use your Microsoft account credentials to authenticate and securely access your IMAP settings within BoldDesk.OAuth provides a secure method for authentication without the need to store or share your password, enhancing the security of your data.Custom CSS and JS support in the customer portalIn the customer portal settings, minor adjustments can now be made to the portal using custom CSS or JS.New configuration settings for ticket fieldsA new setting has been introduced for ticket fields, called “Mandatory for any status change.”When enabled, agents will be required to fill in this field whenever any ticket status is changed.This configuration helps prevent missing mandatory field data, especially when status updates are the only changes made.View a list of blocked email recipientsLIKE.TG’s system for tracking email delivery usually prevents emails from being sent to certain recipients if issues like ’email not found’ or ‘access denied’ occur.Consequently, these recipients are excluded from future messages sent via the LIKE.TG platform.We’ve introduced a new page that displays a list of such blocked email recipients.Should you discover that a recipient has been mistakenly blocked, please contact the LIKE.TG team to request the removal of the block.Disable automatic email filtering and suspensionBy default, the inbound-email processor applies certain rules and suspends tickets that do not meet these criteria.We have introduced a new inbound-email processing setting that prompts the system to skip specific spam-filtering checks.Additional condition for specifying the language in automation triggersThe automation rules condition now includes an “agent language” field, and an email action placeholder has been introduced.This allows for the customization of email content to match the language preference of the agent.IntegrationAdditional integrations have been implemented in LIKE.TG to create an even more interconnected system.HubSpot CRM integrationLIKE.TG now seamlessly integrates with HubSpot.This new integration will enable your support team to carry out the following activities from within LIKE.TG:View HubSpot contacts, companies, and deal information.Add new contacts, deals, and companies to HubSpot.Send newly created and closed ticket details to HubSpot as activities.Exotel phone call integrationElevate your customer engagement with LIKE.TG’s Exotel integration! You can conveniently make and receive calls and track your call history in real time right within BoldDesk.The following are the key capabilities that come with this integration: Call and connect with customers instantly from BoldDesk.View and manage call histories.Automatically record all outgoing calls and listen to the recordings later.Automatically generate tickets for outbound, inbound, and missed calls.Add a note feature when manually creating tickets.Artificial IntelligenceThe following artificial intelligence features have been added to BoldDesk.AI features for Growth/Pro plansPreviously, LIKE.TG’s cutting-edge AI assist features were exclusive to our Enterprise and Business plans. However, they are now available for our Growth and Pro plans!These AI features are a complimentary add-on for a limited time only.Review AI Copilot’s unanswered questionsYou can now review the questions that stumped your AI assistant and turn them into opportunities for growth.This new feature will help administrators pinpoint gaps and improve their knowledge base so it is a reliable data source for LIKE.TG’s AI Copilot, support agents, and customers alike.Provide feedback on the responses generated by AI CopilotWe have introduced a feature that enables agents to provide feedback on the answers generated by AI Copilot.This feedback can then be utilized to enhance the system’s performance and improve future responses.Don’t just meet expectations, exceed them with a smarter, more responsive AI assistant.Enhanced access control to AI featuresTo manage access to AI features, permissions have been added to the roles and permissions module. This allows you to control which agents can access these features.Reports and analyticsLIKE.TG’s robust reporting and analytics dashboards display detailed insights of individual agents and collective team performance, overall help desk effectiveness, and customer satisfaction.The following features updates have been made to the reporting module.Activity dashboardA new dashboard has been introduced for the activity module. You can track your progress and newly created activities, see the comments awaiting your input, and celebrate your achievements with a clear view of closed activities.Other additional improvements in the reports moduleWe’ve added the advanced filtering option to the CSAT report, just like in the other reports.Managers can now track the availability status of agents who are online, thanks to a new widget in the support monitoring dashboard.New widgets have also been added to the agent performance dashboard to:Let you see your activities.Allow you to view the consolidated performance of agents quickly.Ticketing system featuresOur advanced ticketing system is designed to streamline the way you manage customer inquiries, from seamless ticket creation to efficient allocation, swift resolution, and effortless tracking.The following features have been added to make it even more robust.Attach files when forwarding a ticketYou can now attach and forward files directly with your tickets.We’ve extended this feature to our mobile app, as well, to ensure you can escalate tickets conveniently.Text editing options when replying to ticketsTo enhance the agent experience, we have introduced a shortcut that allows them to access editing options quickly when replying to tickets.Developers can also insert code snippets directly into the reply box via the enhanced text editor.Activity moduleThe following feature updates have been added to the activity module.Enhanced control access to activities Admins can control access to activities within the module. You can grant access to all activities or only to those created by or assigned to an agent, or those to which they have been added as a watcher.These enhanced access controls let you tailor permissions as you deem fit.Additional filtersWe’ve expanded the search options with additional fields and more operators, letting users fine-tune their filters with precision.Approvals moduleThe following updates have been made in the approvals module to improve the agent experience.View approval request notificationsAgents can instantly be alerted on action items to ensure they never miss an approval request.Enhanced text format optionsThe approvals module now supports rich text formatting. This means you can enhance your approval descriptions with bold text, italics, bullet points, and more, making them more visually appealing and clearer for your team.Agents can also upload files directly with their approval requests, streamlining the process and enhancing collaboration.Knowledge baseOur knowledge base software has been enriched with the following latest features to boost your self-service and knowledge sharing efforts.Additional filter for accessing articles pending reviewA new My Review view filter has been added to the article category listing to allow agents to access articles that are waiting for their review quickly.Enhanced article sortingDiscover a more customized browsing experience on our article list page! It now features advanced sorting capabilities, so you can organize content by popularity or engagement.Choose to see what’s trending with our view count filter or dive into the most talked-about articles with our comment count sorter.Mobile appWe’ve added a suite of new features to our mobile app to revolutionize the way agents provide support on the move.Stay informed with real-time approval notificationsUsers can get real-time notifications as soon as their requests are approved. They can also customize the approval notifications to match their preferences.What’s coming next?The LIKE.TG team consistently strives to develop and implement the most useful features for our customers.Soon, we will launch the following features:A live chat moduleWhatsApp integrationFacebook integrationTake a look at this roadmap to learn more. Is there a feature you’d love to see? Request it here!Try out these new features!LIKE.TG remains a steadfast partner in your mission to provide unparalleled customer service.We’re confident that these latest features will make your customer service operations smoother, more intuitive, and more impactful than ever before.Get in touch with us to set up a 30-minute live demo to try out these new features and find out how LIKE.TG can be customized to fit your unique needs and workflows. Or sign up for a 15-day free trial today to test it out yourself.You can help ensure that these new features truly hit the mark. Take a minute to provide feedback on your experience in the comment section below.Previous releasesLIKE.TG Release: March 2024 Feature Update!LIKE.TG Release: December 2023 New Features Update!LIKE.TG Release: November 2023 New Features Update!LIKE.TG Release Announcement: September 2023 New Features Update!
LIKE.TG Release: November 2023 New Features Update!
We are thrilled to introduce our exciting November product release! The November product release has several new features designed to enhance the user experience and improve productivity.These features have been developed based on user feedback and industry trends.In addition to new features, the November product release also includes several improvements to existing functionalities.These improvements aim to address previous limitations and provide users with a more seamless and efficient experience.The LIKE.TG team has incorporated the following features to elevate your customer support experience. Ticketing systemThe ticketing system has been improved with the following update.Additional configurations to manage CC field in ticketsUsers can now manage the configuration for the CC field at the organizational level. This can be enabled through the general settings in the admin section.Contact moduleThe contact module has been updated as follows.Advanced filters and views supportIn the contact module, updates have been made to include advanced filtering support, enabling the module to operate in a manner similar to ticket filtering. These filters can also be saved as views.Activity moduleTo enhance the activity module capabilities, the following new features were added.WorklogsThe activity module now includes support for worklogs. A worklog provides valuable insights that can be used to improve time management, resource allocation, and project planning.Agent signature support for forward ticket activityThe recent update in forward ticket activity is support for the use of agent signatures, much like in regular tickets.If an agent replies to a forwarded ticket using a configured signature, it will be automatically loaded.Webhook support for the activity moduleWebhooks now include activity events. This enables the transmission of real-time data from the activity module to external applications.Reports and analyticsThe following feature has been added to the reports module.Ticket metrics reportThe reports module now includes a new report titled Ticket Metrics Report. This report provides a variety of ticket-related metrics in a table format.Using this report, you will be able to view ticket-related metrics such as:First response achievedFirst response breachedAgent update countRequester update countAdditionally, it comes with advanced filtering and export options.Underlying data support for stats and chart widgetsAll dashboards and reports can now display their underlying data. You can see this data by clicking on a stat or chart, which will prompt a dialog box with the relevant data.Furthermore, this data can be exported to Excel and used for further analysis.Knowledge baseThe quality of our knowledge base software has been enhanced with the addition of the following new features.Support for bulk article deletionWe’ve introduced a new feature that allows for bulk deletion of multiple knowledge base articles in one go.This will significantly reduce the time and effort spent on removing a large number of articles.Turn auto save option on or off for KB articlesThe automatic saving of articles can now be enabled or disabled using the Auto Save toggle button.When enabled, changes are automatically saved to a draft while an agent edits an article.Some agents may prefer not to have their changes saved automatically, so they can disable this feature.Manage knowledge base article tagsThis new feature enhances your ability to manage tags on your knowledge base articles.It allows you to add, edit, delete, and arrange tags, making it easier to categorize and locate articles based on them.AutomationThe following functionality has been enhanced to make automation more efficient.Share ticket actionThe automatic sharing of tickets with groups and agents during ticket creation or the updating of events is made possible by the integration of the share ticket feature in the event trigger automation.IntegrationThese integration updates ensure the smooth functioning of your various software applications.MS Teams integrationMicrosoft Teams now supports a two-way sync integration with LIKE.TG. This function enables you to add responses, add notes, and update ticket properties straight from Microsoft Teams.Shopify integrationYou can now cancel and refund orders directly from LIKE.TG, thanks to the Shopify integration.Admin moduleThe admin module has been updated to improve the user experience.Setting custom status for agent availabilityA new feature has been introduced for adding custom availability statuses. Admins can add new statuses according to their organization’s needs.This new feature can be found in the agent availability status module within the admin section. However, it’s worth noting that this feature is not available with the Starter or Standard plans.To control the ability to change statuses, an additional permission has been incorporated into the roles and permissions module.Import contacts and contact groups in bulkWe have implemented a feature that allows users to import contact and contact group files directly from BoldDesk.This functionality enables the swift creation of numerous users and contact groups in bulk.Support for Google Tag Manager ID in customer portalUsers can now integrate the Google Tag Manager ID into the customer portal.The Google Tag Manager ID enables you to update measurement codes and related code segments swiftly and effortlessly, collectively referred to as tags, on your website or mobile app.Customize approval module email templatesYou can now customize the email templates for the approval module via the email notification module in the admin section.Article satisfaction rating in embeddable widgets and formsThis new feature allows you to incorporate options for rating article satisfaction within your knowledge base widgets and forms.This functionality gives users the opportunity to provide feedback on the usefulness and relevance of articles directly within the context of their support interactions.Apply field display condition using multiselect dropdown fieldPreviously, ticket fields did not support the inclusion of multiselect fields in field display conditions.However, now the support for this feature has been provided. Note that only the in operator is supported when using a multiselect field.Excel export option for admin modulesThe following admin modules now have the ability to export data to Excel:Ticket viewsGroupsAgentsEdit names of predefined ticket system viewsAdmins who have permission to manage views can now also edit the names of default system views.Mobile applicationThe following new features and updates have been added to the mobile application.Switching and adding multiple accountsThe LIKE.TG mobile app offers agents the convenience of effortlessly adding and managing multiple organization portals.It also provides a smooth experience for switching among these accounts without the inconvenience of logging out and logging back in. Share ticketsTicket sharing, which was previously exclusive to the web version of the agent portal, is now also accessible in the mobile app.Copy web ticket URLUsers can copy the web URL of a ticket to share it with a customer or end user.Check out these new feature updates!This November product release, with its new features and improvements, provides users with an enhanced experience and improved productivity.If you are not yet a LIKE.TG customer, contact us to arrange a 30-minute live demo to explore its latest features and see for yourself how it can transform your customer support. Alternatively, register for a 15-day free trial today.Related blogsLIKE.TG Release Announcement: September 2023 New Features Update!LIKE.TG Release Announcement: July 2023 New Features Update!LIKE.TG Release Announcement: May 2023 New Features Update!
LIKE.TG simplifies vaccine management with new capabilities
COVID-19 vaccine manufacturers have collectively agreed to release 12 billion vaccine doses globally in 2021, according to McKinsey & Company research, provided they all pass clinical trials. However, turning those vaccines into vaccinations is a colossal undertaking that requires significant coordination.In January, we announced our Vaccine Administration Management (VAM) solution to simplify that effort. We’ve since added new capabilities to give healthcare professionals greater visibility into vaccine inventory and to give recipients more control over vaccine management and scheduling.Streamlining the vaccination processThese new capabilities make vaccination scheduling easier for everyone involved: recipients, administrators, and clinicians.Citizens who need a COVID-19 vaccine no longer have to show up at an undesirable assigned time or wait hours due to overbooked appointments—only to find the clinic has run out of vaccines.Instead, they can choose the time and date to receive not only their first vaccination dose, but also their second dose, if needed. In addition, contact center agents can book appointments on behalf of recipients.By the same token, administrators and clinicians now have more control over scheduling and canceling appointments based on vaccine inventory, greatly reducing overbooking issues and wasted doses. The ability to track inventory in real time puts healthcare professionals in the driver’s seat to open, close, and reschedule appointments as needed based on the inventory available.As part of the VAM update, organizations that manage multiple vaccination sites gain the ability to specify appointment slots, inventory, and available hours based on location instead of globally across their organization.Toward a healthier futureOn the heels of President Biden’s March 11 announcement that all U.S. adults should be eligible for the vaccine by May 1, LIKE.TG® VAM offers a way for citizens to be vaccinated sooner—and more conveniently.Children’s Minnesota pediatric health system used VAM to vaccinate 1,400 staff members, caregivers, and other community members in only 11 hours. In addition, the hospital system decreased vaccination wait times from three hours for walk-ins to 20 minutes by transitioning to an appointment model in collaboration with ServiceNow.With more people vaccinated, we’ll be able to turn our attention to managing COVID-19 in the workplace. Toward that effort, the new LIKE.TG Vaccination Status app provides a secure portal for employees and stakeholders to submit documentation about health vaccinations in conjunction with the workplace policy.Vaccination Status is part of the LIKE.TG Safe Workplace Suite, which includes a collection of apps that help enable a safe transition back to the workplace. Other apps in the suite include: Contact Tracing Workplace Safety Management Safe Workplace Dashboard Employee Travel Safety Employee Readiness Surveys Employee Health Screening Health and Safety Testing Workplace PPE Inventory Management New features are available now in Vaccine Administration Management from the LIKE.TG Store. Caregiver scheduling options will be available in April.We look forward to working with our customers to get the world vaccinated so we can all get back to our lives and our loved ones.Use of forward‑looking statementsThis blog contains "forward‑looking statements" about the expectations, beliefs, plans, and intentions relating to new capabilities. Such forward‑looking statements include statements regarding expected performance and benefits of such capabilities. 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: (i) delays and unexpected difficulties and expenses in making available additional capabilities; (ii) changes in the regulatory landscape related to vaccine development and distribution and the availability of vaccines; and (iii) changes in the duration or severity of the COVID‑19 pandemic. 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.
LIKE.TG Strategic Portfolio Management wins Digital Innovation Award
I’m excited to announce that LIKE.TG® Strategic Portfolio Management (SPM) is the winner of the Ventana Research 15th Annual Digital Innovation Awards in the category of Digital Business.The award for Digital Business recognizes a trailblazing vendor that delivers innovation in applications and technologies for work management, as well as numerous other business areas. But it goes beyond that.In addition to examining the innovative technology approach, Ventana Research analysts evaluated how that approach applies to people, processes, information, and technology. The best practices it supports, degree of team involvement, and business impact and value it creates were also factors.Aligning strategy with workAt LIKE.TG, we strive to respond to customers’ needs with innovative solutions. Strategic Portfolio Management empowers organizations to drive business outcomes by aligning their strategy with their work. As a result, it enables them to plan, deliver, and track value across different methodologies and structures.Gaining a competitive advantage in today’s market means delivering value faster, even in the face of constant change. Organizations are focused on doing everything they can to ensure their strategic planning is effective. But misalignment between strategy, planning, and delivery can create major hurdles to achieving desired outcomes.The path to organizational agilityWith LIKE.TG SPM, businesses can realize true organizational agility and deliver work across the enterprise that’s aligned with strategic outcomes, despite today’s disruption-prone environment.By providing the tools to break down the barriers between technology and business, SPM can help accelerate and align all elements of strategy, planning, and delivery so organizations can realize more value, fast.The SPM solution is built on the Now Platform®—a single, unifying platform that delivers complete, timely insights into every aspect of the business. In this way, it enables innovation at scale and speed.This award comes on the heels of Strategic Portfolio Management being named a Gartner® Magic Quadrant™ Leader in Enterprise Agile Planning Tools. We believe it further validates our solution strategy.Find out more about Strategic Portfolio Management in our ebook. You can also watch a webinar to learn how you can drive strategic outcomes.
LIKE.TG to acquire Attivio’s cognitive search platform
At LIKE.TG, we believe everyday tasks at work should be as simple, easy and intuitive as they are in our personal lives. Yet one useful work task, enterprise search, has lagged well behind the consumer world.To deliver consumer-grade search at work, LIKE.TG has signed an agreement to acquire the cognitive search capabilities of Attivio, an AI-powered answers and insights platform company based in Boston, MA. As part of the transaction, select Attivio R&D talent will also join LIKE.TG’s engineering team.With the addition of Attivio’s search engine, LIKE.TG will move beyond keyword-based search to deliver out-of-the-box, conversational AI and search experiences at scale to customers. Attivio’s market-leading, AI-powered search capabilities will help LIKE.TG better understand the meaning behind natural language searches on the Now Platform to deliver relevant, personalized results that users can act on right from the search results window.By integrating Attivio into the Now Platform, we plan to enhance search natively across our IT, Customer and Employee workflows through the LIKE.TG Service Portal, Now Mobile app and Virtual Agent chatbot solution.LIKE.TG’s Now Platform includes additional powerful AI and machine learning capabilities that let you deliver intuitive experiences so you can work in ways that work best for you. Attivio builds on our previous AI acquisitions, including transactions with Parlo, FriendlyData and Qlue.From Search to Solve: Take action with AI-powered searchBy integrating Attivio’s functionality into future releases of the Now Platform, we plan to extend the capabilities of today’s consumer search engines so that users can take action from the search results window. Through an answer box feature, LIKE.TG users will be able to ask a question and get an answer on the Now Platform that will filter out irrelevant details and return the most relevant information. No longer will users need to click into URLs or search multiple long documents to find what they need. Mock-up of planned Now Mobile search capabilitiesImagine your work laptop is stolen. Today, you might have to call or email IT from your mobile device. If your organization has a mobile intranet, you might search, “laptop stolen.” You are most likely presented with a list of links to your company’s policy and IT documents that may or may not help you replace your device, and that experience may or may not be mobile-optimized. With the addition of Attivio’s functionality, employees will be able to get help right from the Now Mobile app. The Now Platform will be able to understand the intent behind your request, pull up your laptop’s details and give you the option to replace your device – all in the answer box. Mock-up of planned LIKE.TG Service Portal search capabilitiesLet’s say you’re looking for your PTO balance. You search for “PTO balance” and get a link to the employee policy handbook, which is not very helpful. With Attivio, if you integrate LIKE.TG to your company’s Human Capital Management system, such as SAP® SuccessFactors®, you will be able to directly access such systems to show your available vacation time and give you the option to ask HR a question. Mock-up of planned Agent Workspace search capabilitiesIn another scenario, a customer support agent opens a client support issue that includes the phrase, “router broken.” The agent might receive a list of all the recent cases containing the word “router,” starting with the most recent case. With Attivio, LIKE.TG will be able to show agents a list of similar tickets where a similar problem was resolved and recommend the most relevant case with steps to fix the customer’s issue.Make work life like personal lifeMaking our work lives as simple and easy as our personal lives is the next wave of innovation at work. We are rapidly moving away from manual processes, such as filling in forms and data fields, towards unstructured interactions with machines, such as free‑form text, voice and gestures. Attivio supports this vision as a proven leader in cognitive search with capabilities many Fortune 500 companies are using today to deliver great experiences and unlock productivity.LIKE.TG expects to complete the acquisition by the end of Q4 2019.Forward‑Looking StatementsThis blog contains forward‑looking statements about the expectations, beliefs, plans, intentions and strategies relating to LIKE.TG’s transaction with Attivio. Such forward‑looking statements include statements regarding future product capabilities and expected benefits to ServiceNow. These statements reflect the current beliefs of LIKE.TG and are based on current information available to the LIKE.TG as of the date hereof. LIKE.TG does not assume any obligation to update the forward‑looking statements provided to reflect events that occur or circumstances that exist after the date on which they were made. The forward‑looking statements in this blog are subject to various risks and uncertainties that could cause actual outcomes and results to differ materially and adversely from those expressed in such forward‑looking statements. These risks and uncertainties include, without limitation, the inability to assimilate or integrate Attivio’s technology into our platform; the inability to retain key employees of Attivio after the transaction closes; unanticipated expenses related to Attivio’s acquired technology; disruption to our business and diversion of management attention and other resources; and potential unknown liabilities associated with Attivio’s business.SAP® SuccessFactors® is the trademark(s) or registered trademark(s) of SAP SE in Germany and in several other countries.
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