If you want to empower employees to do their best work, you have to align with how/what/where they already work. While employee work preferences may vary by company or industry, one workforce tool reigns supreme today: chat. Usage on chat platforms like Microsoft Teams and Slack were growing strong before the shift to remote work; since then, chat usage has skyrocketed. For some companies, chat adoption has led to more operational efficiencies. For others, not so much. The key distinction? High-performing companies integrate chat with their service desk.