Let me start with a question: How much importance do you give to customer service in your organization that’s just starting up? I ask you this because, although your business might still be young, setting up a system to provide customer service should be a high priority. It has proven that companies with a well-thought-out approach to customer service have a 92% retention rate.

After February’s release of Riot Web 1.0, it was time to take a step back, take some deep breaths, and to think big thoughts about the future. And then (ultimately) to write the very best of those thoughts on day-glo post-its and stick them to a large glass wall: the roadmap was born.

We’ve got 13 great new integrations to tell you about! That’s right, 13, the luckiest number of all time.

Here’s a quick look at the apps that made it to the Freshdesk Marketplace this month! Each of these apps brings features that help users enhance their workflows and enables them to do more with Freshdesk. Let’s get into it!

As a SaaS company grows, customer success becomes even more important. Defined as doing everything in your power to ensure customers are successful with your business, creating a thriving customer success program and team doesn’t happen overnight. But, if you’re a SaaS company and you’re doing great without a success team, why should you care? Let’s look at the future of SaaS customer success and why it’s become a focus for so many companies…

Many businesses are looking for new ways to incorporate automation into their daily workflows. Though there are many ways to accomplish this, the most widely-discussed option today is artificial intelligence (AI). AI holds a lot of potential for customer service teams and gives them the ability to work more efficiently than ever before.

An omnichannel approach to customer support requires a dedicated strategy—will you designate agents to focus on single channels or will they multitask? Are there channels that you want to guide customers towards? How do you properly staff agents on these channels throughout day, month, or year to keep up with customer requests?

Sometimes in business, attitude is more important than any service or product. Approaching conversations with the right perspective for the situation can completely change the expectations of all parties involved. One person can increase the morale of a room, turning doubt into hope by providing a positive outlook on a situation.

Though contact centers sport a cheerful vibe, agent turnover is reported to be the number one challenge in contact centers1 across industries. Drilling down on this problem reveals that agents face a number of pain points while working at contact centers that are causing them to leave. Why should this worry you?

For all the many, many tools and services your business might be using day-to-day, there’s a good chance your most important business metrics are stored in a humble database. First developed in the late 1970s, SQL databases remain the de facto medium for logging and storing important business information, from sign-ups to stock levels - important business information that would be useful to display on a TV dashboard if only there was an easy way to do so...