Measuring the productivity of the customer support team in terms of the overall company profits might seem like mission impossible. But it isn’t. In the long run, your customer support team makes a huge impact on marketing your products. You cannot deny that customers return only to those brands or companies that solve their issues faster.

Group conversations can get noisy – new ideas, status updates, answers to questions, the occasional joke. It can be easy to miss important info, or a question directed at you. The new mentions functionality highlights your name visually and makes it easy to scan the text and find the sections relevant to the reader. Searching for "@My Name" (replace it with your actual name, of course) returns all mentions of you giving everyone another way to search and filter the most important messages.

Freshworks a global leader in customer engagement software, has announced the launch of “Freddy”, an “Omnibot” AI engine that enhances the sales, support and marketing capabilities for businesses of all sizes.

When Maersk, a global leader in shipping and logistics, was hit by the NotPetya ransomware attack in 2017, it not only found itself unable to manage day-to-day operations efficiently, but also unable to effectively inform the markets and its stakeholders of its response. Combined, the financial impact of NotPetya on Maersk is estimated to have exceeded USD$300m.

The only constant is change. These words are as true now as they were when the Greek philosopher Heraclitus spoke them more than 2,500 years ago. For all we know, change might even be accelerating; after all, technology is improving at a rate unlike anything we’ve ever seen before.

Expectations for the speed of support have skyrocketed. With literal instant messaging available between loved ones, friends, and coworkers, it’s an unsurprising evolution to expect instant responses from the companies we buy from. The number of U.S. online shoppers who use live chat has increased from 38% to 58% over the last five years.

Whether it’s a malicious cyber attack, or a complete system outage; when disaster hits your network the immediate priority is to maintain business operations and resolve the issue. However, what you might not realize is that during this recovery period your business could be at even greater risk of a data breach, or malicious attempts to eavesdrop on your confidential discussions!

As customers and companies become more familiar and comfortable with artificial intelligence, the conversations around it have become less “pie in the sky” and more along the lines of “oh, that’s how it can be used”. The speculations into how we might work alongside our robot coworkers and the potential of machine learning won’t end anytime soon, but there’s a lot to be said about practical applications of AI technology.

Mobile apps are now almost second nature to us. They’ve streamlined our day-to-day activities and made our tasks easier. We at Freshworks offer a mobile app version of every product in the Freshworks suite. Initially, we developed all the apps on our native platform. However, as we grew rapidly and started adding more products to our suite, it became increasingly difficult to replicate our rich features over different mobile platforms––Windows, iOS, or Android.

One of the unique ways a SaaS company operates is that they exist in a constantly changing environment. New software versions are being pushed live, with innovative features rolling out the door on a regular basis. But, with all these changes, problems can and will arise that require the attention of your customer team.