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.

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!

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.

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?

Customer support isn’t what it once used to be. Today, customers would rather troubleshoot their problems by reading solution articles, than by writing an elaborate email about it, or waiting to speak to a support agent over the phone. With the increased dependence on self-service over traditional channels of communication, it has become necessary for companies to implement a customer portal where they can collate all the information the end-user requires.

In the world of customer service, there’s nothing more stressful than a rising ticket backlog and overworked, stressed out agents. If your agents are inundated with emails, calls, and inquiries––something needs to change. If your agents are constantly switching between channels and unable to communicate and collaborate in real time, there are serious consequences—think low CSAT, low ASAT, and a general lack of support efficiency.