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…

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.