Learning

Our team is packed with developers, designers, program managers, support specialists and all kinds of folks with incredible skills. This is where we share what we learn from the work we do.

modern tribe team trip

We’re about to embark on our annual team trip! This year’s destination: Placencia, Belize. Although we have a lot of fun on these trips, they are also an important part of our yearly goal-setting. The team trip provides an invaluable opportunity for our Tribe to get together in person for uninterrupted discussions, brainstorming sessions and…

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Every support exchange is fundamentally about one thing: solving a problem for a customer. While each customer is different, and each issue has its own nuances and context, aspects of the problem-solving process can be standardized to great effect. The best way to standardize support processes is to make and implement checklists. Simple checklists that…

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Back to school season is in full swing. From kindergarten to college, kids of all ages are brimming with potential as they gear up for a new school year. Glancing at the news, there are all sorts of articles on how to prepare your child to head back to school. From easing into preschool to…

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It might sound trite, but when it comes to providing customer support, communication is key. This is especially true when dealing with angry or tense customers, where the annoyance of communication failures only magnifies their agitation. But figuring out and fixing common sources of friction in communication can be a great step in improving the…

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It might seem counter-intuitive to stop answering the phone when you’re a business owner that’s hungry for clients, but trust us – it helps. This piece of productivity advice is all about moving away from reactionary responses towards proactive processes for your business. How many times did your phone ring last week? Think back to last…

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One of the most valuable contributions to any piece of software is user feedback. We love the extremely open communication in our community, and we work hard to utilize the feedback it provides. We receive over 500 comments, emails, and forum posts every week- and many of them contain feedback on the calendar. There are even more votes each week on feature requests…

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Singles Day Illustration by Chrionexfleckeri1350 (Wikipedia)

Parks & Rec may have been the first to feature “treat yo self” day, but Singles’ Day (光棍节) has them beat. Singles’ Day is a Chinese twist on Valentine’s Day. The manufactured holiday was started back in the 1990s as a day to celebrate single people. The date 11/11 was chosen for it’s literal representation…

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Have you ever wondered what happens when a bug is reported on our support forums? How quickly we respond? How do we decide if something needs to be fixed immediately, in the next scheduled release, or somewhere down the road? We thought we’d take just a few moments and let you behind the curtain to…

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There are some serious benefits of being a remote team of Freelancers. We aren’t tied to a desk, an office building, a rigid schedule or corporate bureaucracy. We are encouraged to live a balanced life between work and family, making sure we take the time to enjoy life! As a team that isn’t tied down…

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As a company that provides both services and products to a vast array of people, we’ve come to appreciate great documentation. It allows us to serve our customers more effectively and efficiently. Plus it makes troubleshooting easier for customers to do on their own as well. A win-win situation if you ask me. So when…

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Today I’m happy to bring you a video interview with one of our own: Kyle Unzicker. Kyle is a cool dude who does good work. So we thought, ‘Let’s put the spotlight on him and let you all get to know him a little bit better.’ So, here’s my interview with Kyle: A big thanks…

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