Customers expect a lot from support teams, especially when it comes to speed. In our 2020 Zendesk Customer Experience Trends Report, people rated quick resolution time as the top factor in good customer experience. To meet customers’ demands for fast resolution times, agents and support reps need to adopt ticketing system best practices that drive consistent, excellent service.

Track your time, check on others and jam together with the same soundtrack

In an era where more people are working remotely than at literally any point up until now, it’s safe to say that business leaders all over are suddenly forcing themselves to learn a lot about how to manage these new remote workforces that they find themselves in charge of.

Whether you’re an employee struggling to connect to the company VPN or a customer troubleshooting a product bug, there’s nothing more frustrating than not being able to get help from a business when you need it. In a time-challenged world, both customers and employees expect seamless support experiences that make them feel valued. A help desk is an often-overlooked cornerstone of a great customer service experience, internal or external.

We live in a mobile-first world, and the ecosystem of applications on our phones is a testament to that. In 2019, there were 204 billion app downloads worldwide, nearly double the amount of downloads in 2016. People use apps for everything from groceries and banking to dating and gaming. Despite the fact that apps are everywhere, many companies still struggle with whether or not to create an app for their brand or product.

We’re thrilled to announce that Gartner has recognized Freshworks as a ‘Visionary’ for our cloud-based omnichannel customer service platform – Freshdesk – in their latest Magic Quadrant research on customer service and contact center applications! In fact, we are the only company named a Visionary in the 2020 Gartner Magic Quadrant for CRM Customer Engagement Center.*