What are shared services? How does a shared service business model work? In this article, we will be breaking down everything you need to know about shared services. Are you trying to build a request-centric operations model that places an emphasis on simplified customer experience? We will be exploring the key benefits of adopting a shared services model. There has never been a better time to start exploring the consolidation of business operations.

In March 2021, the Mattermost server repository officially surpassed 20,000 stars on GitHub, and we couldn’t be more excited! Huge thanks to our community for their incredible support of the Mattermost open source project and their belief in the power of secure workplace messaging solutions built for developers by developers.

Building a useful Customer Service dashboard can be bit of an art. Whilst it might be fairly straightforward to get the first version of a dashboard up and running for your support team, it can take a lot of trial and error to find out what information is useful to have on there, and take things to the next level. Getting it right is worth it though.

This web-based tool for tracking time and productivity is available for businesses of different sizes. The tool allows your team to streamline time entries with automated employee time tracking software. This desktop software is an alternative to Hubstaff and is available for Mac, Windows, and Linux. Employees can record their hours from anywhere with work proof using the desktop app. On the other hand, you can also review their work from a web-based dashboard.

With the rise of remote work we are communicating online in more ways than ever, which is why ease of use and security have taken a front seat as many organizations grapple with maintaining productivity while protecting their data. The recognition comes as another accolade following the launch of our next-generation conferencing capability to scale and give customers better control of their data while supporting their workers' communication needs.

In late January 2021, CX executives and industry leaders gathered for an intimate conversation with CNN anchor Fareed Zakaria, author of 10 Lessons for a Post-Pandemic World, to discuss the challenges that business leaders currently face. Zakaria’s book spans political, socioeconomic, environmental, and public health considerations and shows us how business and world events are inextricably tied.

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?