As digital businesses realize how outstanding UX design gives them a competitive advantage, they’re investing in talented teams to deliver the exceptional experiences that users demand. Over the past several months, we talked to the leading companies in this space, including WhatsApp, Salesforce, and Upwork, and collected the insights about managing UX teams. Check out our guide to learn how good UX design can help you build the next big thing.

Working in a customer-centric industry, there are some days when it seems like everybody wants to talk to you. Maybe it’s because you’ve done something great, but most of the time it’s due to an error or malfunction in your product or service. So, what can you do on these days where the ticket volume just isn’t going down? Here are 5 tips for handling an increase in ticket volume so you can make the best of these unwelcome situations…

The past two decades have witnessed emails going on to become one of the most preferred modes of contact in customer support. The reason for this newfound affinity was straightforward. They were easy to use, track and respond. Though email support isn’t dead, chat as a support channel has become more engaging and favored among customers in recent times.

Visual thinking is one of the most valuable parts of the creative process. It helps you think: drawing makes you get specific with your ideas and see them in new ways, so you can continue to iterate. Visual thinking frees up mental energy, offloading some memory into external displays and taking advantage of the human capacity to recognize patterns.

Customers today are increasingly searching online before making a purchase. In fact, 75% of consumers admit to making judgments on a company’s credibility based on the company’s website design1. Be it a pair of sunglasses or a ticketing software, the first place a customer visits is the brand’s website. Which is why brands have to make sure they offer a great digital customer experience.

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…