Teams | Collaboration | Customer Service | Project Management

SaaS is a sparkle in the technology world today, and a host of companies including Freshworks is riding the wave. While it is given that we’re being aided by a technological shift, it’s no mean feat to remain on the cusp of the wave—to maintain the trajectory and keep hitting milestones charted out many moons ago. Among the factors that have helped us in this journey, one of the significant contributors is what we’ve built with our people: our culture.

Customer service is the way you assist customers before, during, and after the sale. Some companies have teams devoted to customer service, others have whole departments, or some even require every employee to participate. So, defining an organization-wide customer service philosophy is essential to attract and retain long-term customers. Customer service is a key factor in customers choosing which businesses to buy from, so it’s critical to get right.

What’s your favorite brand of sneakers? Nikes? Reeboks? Or maybe you’re more of a Converse kind of person? Now, how weird would you feel stepping into someone else’s pair? The same goes for SaaS tools. Everyone has specific apps they’re comfortable in, and it’s never fun to have to jump into a different tool. If you use Teamwork to organize and manage projects, being asked to collaborate with developers in their tool is a lot like walking in a different pair of sneakers.

Not all goals are revenue-focused when you’re in the business of fulfilling customer expectations. Yes, revenue is important, but how you build it depends on your values. When you listen and engage with your customers, you create a sense of trust and belonging with your brand. In turn, a strong connection means increased loyalty, and loyal customers bring in more business. Online communities are the perfect place to nurture these relationships.

The world’s first and largest on-demand support service uses Slack to help monitor real-time sales activity, 24/7.

After over a year of navigating a global pandemic without a playbook, a return to in-person collaboration and team gatherings (and hugs!) is finally in sight. Many organizations, including our own, are thinking about if and how they’ll reopen their offices and reunite their teams. We know the future of work has been accelerated, and the way we work is more global and connected than ever. As teams reunite, there will be a wider variety of work environments than we’ve seen in the past.

With a plethora of collaborative tools out there, it’s easy to become bewildered by the sheer volume of choice. What’s more, the definition of “project management” and “work management” in the context of software can be difficult to distinguish. If you’re wondering which type of solution would suit your organization, here’s a handy guide to the main difference between Project Management Software (PMS) and Work Management Software (WMS).