Teams | Collaboration | Customer Service | Project Management

Gone are the days when customer support was just about resolving your customer’s issue. It has now become a key component of a brand’s overall customer experience and plays a vital role in differentiating it from the competition. 73% of customers fall in love with a brand and remain loyal because of friendly customer service reps, says a report by RightNow.

“Culture forms the bedrock of everything we do at Freshworks.” – Suman Gopalan, CHRO Freshworks When the pandemic broke out in March 2020, at Freshworks we were apprehensive about a lot of things, particularly about how we were going to collaborate across teams in different locations and get things done. Fast forward to September, we are quite proud of how far we have come, and of all the things we have been able to achieve.

Elsevier Technologies is a global information analytics business that helps scientists and clinicians to find new answers, reshape human knowledge, and tackle the most urgent social crises. For 140 years, they have partnered with the research world to curate and verify scientific knowledge. As one of the world’s foremost providers of scientific, technical, and medical information, Elsevier publishes more than 470,000 articles annually in over 2,500 journals.

Texting is one of the most used forms of communication. In the United States alone, 5.5 billion text messages are sent daily. So maybe it’s not so much of a surprise that your customers want to be able to text your business when they need support. Few things are more frustrating than when you’re trying to solve a problem and just end up sitting on hold. And texting offers an alternative for you and your customers.

Sometime last year, we found the opportunity to optimize one of our critical API endpoints that was served using Ruby on Rails. This led to a series of investigations before we identified the right long-term solution for our particular use case. It required us not only to leverage a new JSON serializer, but also challenged us to build efficient caching and deployment strategies to go with it. This is the tale of how we embarked on that compelling journey and what we learned as a result.

Technician scheduling is one of the most crucial factors in the success of any business involving offsite technicians. Despite the fact that it has nothing to do with the quality of the technician’s work on a machine when done right, effective scheduling can drive revenue. Done poorly, scheduling can cause your whole organization to come to a standstill.

Storing and processing of large volumes of transactional data in a real-time application is always a challenge in software development. Choosing the right database is always crucial since decisions taken in that initial phase might look fine but affect the application’s performance as the feature adoption and customer base grows. This blog is about one such problem we faced and how we solved it.