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.*

Contact centers have been around since the 1960’s and have outgrown their initial purpose of marketing and selling, to become the engines of the Customer Experience Industry. We’ve come a long, long way from where we were. Technology has helped contact centers become much more effective. We’ve moved from automatic dialers to IVRs and, thanks to the internet, we now have cloud telephony such as CCaaS & UCaaS platforms to enable better communication between companies and customers.

How much data does the world generate in a single day? The answer through a simple Google search is a mind-boggling 2.5 quintillion bytes! This data is valuable to organizations because it helps to answer questions on how customers make buying decisions. So customer data is collected, stored, and analyzed in an organized manner by companies and this process is called customer data management.

As a manager handling a team of employees who go on-site and resolve customer issues related to your product/service, buying field service management (FSM) software to help you manage the workload of your team is critical—especially as your business scales and the team grows. However, such a purchase decision will often require management buy-in. The management needs to completely understand the ROI associated with such a product.

If you are working from home for the first time, you may have needed some time to figure out what works best for you. However, when you’re asked to do this for the very first time in a limited timeframe, what do you do then? You turn to someone who has done this before, made mistakes and learned from them, and knows the best practices like the back of their hands.

Happy customers are key to a successful business. They are also your biggest marketing strategy and greatest promoter. But at the same time, if a dissatisfied customer vents about your company to other people, it will have a huge negative impact on your business. With customer support constantly evolving, choosing the right type of customer service for your business might seem challenging.