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SaaS Updates for March 28, 2017

BetterCloud Monitor

2 minute read

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Google announced several updates to Hangouts, Gmail, and Google+ that simplify things for enterprise administrators and users. Like what, you ask? Well, parting is such sweet sorrow: It’s time to say farewell to Google Talk, as well as several Gmail labs (like Authentication Icon, Google Voice Player, Picasa previews, Pictures in chat, Quick Links, Quote Selected Text, Smartlabels, and Yelp previews.) Google will also be removing carrier SMS functionality in the classic Hangouts app for Android, starting on May 22. For a complete list of updates, click the link at the bottom of this post.

Microsoft announced several new enhancements and partner solutions for Skype for Business in Office 365. These include two new calling features, Auto Attendant and Call Queues. It also includes a preview of the new Skype for Business Call Analytics dashboard, which provides IT admins with more visibility to identify and address call issues. For a complete list of enhancements, click the link at the bottom of this post.

Proactive support is everywhere. Freshdesk announced the AnswerDash for Freshdesk Integration. An AnswerDash pop-out Q&A tab will make Freshdesk information more accessible to end users. “This, in turn, frontends the ticket submission process, meaning that more end users can find most of the answers that they’re looking for without having to submit a Freshdesk ticket, start a chat, or contact a representative.”

And Zendesk published a post on Connect, the newest addition to the Zendesk product family. You can use Connect “when you want to reach out to your customers, providing them with proactive support through in-product messaging. Proactive messaging is a great way to inform, educate, or support your customers—before they even realize they need help. It allows you to anticipate and act on customer needs, helping to pre-empt issues, deflect tickets, and build trust with customers.”

And of course, here at BetterCloud, we’ve long been a fan of proactive support too. Check out our 2015 blog post on why we introduced it and why our customers love it: Beyond Satisfactory: Why BetterCloud Introduced Proactive Support.

For more information, check out the links below.

For yesterday’s SaaS updates (and beyond), click here for our archive.