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Fresh Updates from the Marketplace

Time for our last round-up of the year! It’s been a landmark year for the Freshworks Marketplace, we’ve seen a huge influx of apps into the Marketplace. We’ve grown from 250 apps last December to 560 in early December 2018. There have been apps in huge demand like Trello and Atlassian Jira Plus as well as some innovative apps like BrightReps and Hugo which have integrated with Freshdesk to improve agent productivity as well as improve the quality of support.

Service Level Agreement: The Key to Agent Productivity

Have you ever wondered why one support team gets back to you in no time and the other takes days before you hear back from them? The secret to getting back to customers quickly isn’t just typing faster or hiring more people, it’s about how you set up your workflow in your helpdesk. Let’s take an example of two different support teams here to understand it better.

7 Trends in Customer Service to Watch in 2019

Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. The shift in perception of AI and automation was arguably the most significant. Once a thought of the distant future, many companies began adding these concepts to their workflows and roadmaps. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…

Inside the RealtimeBoard team: How to get the most out of UX surveys

To develop products in the right direction, we need to research the experiences of our users, discover their needs and unpack the insights. As product managers, designers and researchers, we have a large toolset to discover what our users want and how it corresponds with business needs. But how should we figure out what matters the most? This is where a thoughtful UX survey can be useful. Here are some steps that can help you get the most out of a survey.

5 Apps to Help your Support Teams Provide Great Service and Enjoy the Holiday Season

It’s almost that time of the year again! The holiday season is here – and what is usually a season of cheer and happiness, can be a nightmare for customer support teams. A lot of industries see a huge influx of customers during the holiday season which directly results in a large number of customers needing support and expecting to have their issues resolved as quick as possible.

Does Great User Experience Translate to Great Customer Experience?

Every industry has its own version of the “which came first, the chicken or the egg?” scenario, and the Internet is no different. In this case, digital marketers and customer service professionals tend to clash over the question: does great user experience translate to great customer experience? Or is it the other way around?

Thank you for an incredible 2018

The end of the year marks a good time to reflect on the passed year and the achievements made by the team. 2018 was, in many ways, a landmark year for Wire. From a product perspective we launched Wire Pro, our business product, in early 2018 and later added Wire Red, our unique crisis collaboration tool, to our product line. That in itself was a big milestone for us. We can now see business’ over five continents using our products.