It’s been said that customer service is the new sales, and when it comes to upselling and customer retention this makes absolute sense. Your customer service officers are in contact with your customers every single day. They need to know the most frequently asked questions, the historical information of the customer, and the best upgrades they can offer to customers.

Feedback matters in the customer-centric era of business we work in. Whether it’s a customer telling your CEO that an agent did a great job or giving them a “negative” face after a chat session, there are many ways companies can receive feedback about their business.

Omnichannel is the latest buzzword. Everywhere you turn, people are talking about it, with good reason. Today’s customers are present on multiple channels, and one of the best ways to stay relevant to them is to be available on all of these channels. To handle the volume of this ask, businesses are now taking an omnichannel approach to different functions such as marketing, customer service, sales, etc.

It can be a real struggle to create experiences that meet customer expectations. In today’s world, new apps and channels have made it easier than ever to interact with a company’s brand across platforms and devices. This has generated a never-ending stream of customer data that’s disconnected, especially when building apps that enhance the customer experience.

What is it like to work as a product manager for hybrid teams? A product manager’s day is rarely uniform, especially if they’re working in a different location from their team. If you’re transitioning from a co-located product manager role to a remote or hybrid environment, you’re in the right place.

Product development teams today are working in a changing environment: our work is becoming more distributed, and our tools for work and communication have migrated online. Not only that, but teams are highly cross-functional in nature: we are designers, developers, product managers, scrum masters. We have different backgrounds and speak different problem-languages, making effective collaboration all the more complex.

This month we’re happy to announce our new and improved Freshworks Marketplace. The new Marketplace offers a unified experience for users looking for apps to customize workflows and introduce additional functionality to Freshdesk and other Freshworks products.

They also bring lousy headlines. Hey, they can’t all be hits.

A good report highlights data trends and communicates important information that keeps the wheels of your customer service or support department running smoothly. A less-than-perfect report, on the other hand, conceals important ideas, overwhelms the readers with convoluted information, and will probably end up as a paperweight on your desk within a few hours of printing. Here’s how to make sure your reports always fall into the first category.