Freshworks is a multi-product SaaS company offering numerous products in the customer experience, ITSM and CRM space, including Freshdesk, Freshservice, Freshworks CRM and more products you can find on our website. As you might imagine, there are various capabilities like notifications and emails that each of these products must offer, instances where the technology involved is deep in terms of complexity. We would benefit as an engineering organization by solving them exactly once.

In the business world, the necessity of successful digitization is becoming unavoidable, and there may be no area in which digital transformation is as important as customer support. Consumers have questions and problems, and they want them addressed immediately and on their own schedules. As a result, lots of companies are pouring resources into their digital transformation projects. Unfortunately, those efforts often fail due to a lack of planning or lack of employee buy-in.

Customer retention is a crucial part of any business’s operations. You’ve heard it all before – it’s much easier to get an existing customer to buy from you again than it is to win new customers. Your chance of selling to an existing customer is between 60–70%, compared to 5–20% for a new customer. Do you spend time marketing to your current customers and drawing them back into your sales funnel?

Last week, we were privileged to have some incredible industry experts from Retail Week, PayPal, Shopify, Parcelhub and Medallia discussing the most pressing matters in retail at an event we called Let’s Talk Shop – Your retail CX roadmap for 2021. We’ve put together this piece so you know what happened and what to take away.

A decade ago, where employees were concerned, the word ‘remote’ was used to describe workers in far-off offices. Today, it is the new cool. As a result of technological advancements and collaboration tools, working remotely now represents a more productive option for companies across different niches. According to a Gallup Poll, about 43% of gainfully employed Americans work remotely. With the influence of the COVID-19 pandemic, you can expect this number to go up.

You do your best to provide outstanding customer service. You work hard, follow best practices, and go the extra mile to try and deliver a positive customer service experience. But how do you know if it’s working? To really understand what your customers think about your company, you’ll have to ask them. That’s where customer satisfaction (CSAT) surveys come in. Customer satisfaction surveys are a great way to find out how you’re doing — and how you can do even better.

Too many customer experience initiatives don’t even get their business case approved. Why is that? Usually because the business case is just weak. It lacks a clear focus on measurable deliverables that will have a positive financial impact on the business. To make the board invest in your CX business case you must show how the initiative will do one, two, or all of the following.

February 2020: remember the date because this was when the world finally agreed that the only way to survive was by adopting technology whole-heartedly. Collaboration for designing and delivering the vaccine needed to quell COVID19, or for family time, or to ensure your business was sustainable. Welcome to the 4th Humanity Revolution with technology as the engine and attitude and behavior changes as drivers of the innovation culture.

Like most business leaders, you want your company to provide a great customer service experience. You hope to respond quickly, have positive interactions with your customers, and give them the solutions they need. However, with customers being higher expectations than ever, and customer support teams being understaffed, this is easier said than done. If you’re wondering how to improve customer service in this salutation, then look no further.

We know that companies have been trying to persuade customers to use self-service for at least the past ten years, with mixed success. Now due to the pandemic it is being adopted at unprecedented rates according to the Boston Consultancy Group. So how do we encourage customers to carry on using self-service portals when life returns to ‘normal’?