Teams | Collaboration | Customer Service | Project Management

Customer Experience

The Triple Squeeze & The VoC : CX Trend Overview

High inflation, talent scarcity, and supply chain challenges are all merging together to create what we refer to as “the triple squeeze.” In short, it’s a tough market out there, and CFOs are feeling the pressure – as per Gartner, 47% find it difficult to find and hire enterprise talent, 50% still see a significant wave of workforce resignations, while 48% believe that supply chain volatility and shortages will last beyond 2022.

Efficient Patch Management Lifecycle Enhances Digital Ops| Be Unstoppable with Freshservice + SecPod

As companies evolve to prepare business operations for the VUCA world, cybersecurity remains one of the top priorities. Traditional patching practices are proving to be inadequate for the rapidly expanding needs of businesses today. With more organizations adopting work-from-anywhere mode, patch management is more important than ever to secure employee and customer data. In this talk, Jagsir of SecPod sheds light on how an efficient and fast patch management lifecycle can enhance digital operations as well as improve end-user experience.

Ensure Critical Resources Reach Distributed Workforce | Be Unstoppable with Freshservice + Splashtop

As more organizations adopt distributed work, this shift has introduced a new set of challenges when it comes to delivering IT services and resources employees need, seamlessly and securely, wherever they are. How can businesses ensure that their critical resources can reach users without being restricted by geography? We interviewed Justin to understand from him how remote desktop solutions can enable companies to receive more value from their IT investments.

Tackling the Sprawling SaaS Landscape with a Robust CX Strategy

Preview in new tab In today’s digital-first world, and an era of remote and hybrid workplaces, the number of SaaS solutions used by companies on a daily basis is overwhelming – in 2021, organizations worldwide were using an average of 110 SaaS apps! The “SaaS sprawl” created by the widespread adoption of SaaS solutions – from personal productivity tools to business applications – is real.

How To Maximize Your Zendesk Answer Bot With AI

Today we’ll be exploring Zendesk Answer Bot. Companies of all sizes are adopting AI to automate resolution of the 265 billion customer support requests made every year. A customer support chatbot serves as the first line of defense to respond to customers and help resolve a customer’s questions before looping in a human. As a result, the best chatbots can help save up to 30% of customer service costs while also improving the customer experience.

Empower Your Team with Razor-sharp IT Visibility | Be Unstoppable with Freshservice +Device42

With growing IT infrastructure complexities and new system dependencies coming into play, companies are increasingly looking for powerful solutions that provide them 360° visibility into their on-premise and cloud infrastructure. For our very first interview, we invited Mike to tell us why having a single source of truth for all your IT needs is the key to business continuity and providing an ‘always-on’ IT experience that delights your employees.

Freshworks Fall '22 Launch: Innovations Designed to Delight

The Freshworks Fall ’22 Launch highlights our top new product capabilities and solutions from the second half of 2022. Our announcements are focused on three areas: At Freshworks, we are constantly innovating to empower employees, and deliver personalized, delightful customer experiences. Here are some of the highlights for Fall ’22.

22 Most Insightful Customer Experience Statistics

A terrific customer experience (CX) is vital across industries and organizations both large and small – from retail to travel and telecommunications. Because, today, it’s pretty competitive out there, customer preferences and loyalties are shifting, and choices abound. Yet just how great of an impact can it have on companies and their customers?

Gratia Carver on Customer Experience | Essential tools, Empathy, Omnichannel Strategies

Welcome back to our series where we interview influential CX Leaders. Recently we spoke to Gratia Carver (VP & Chief Experience Officer @ Blue Cross and Blue Shield of Kansas City) about essential tools in CX, the importance of empathy, omnichannel strategies - and more!

Rising to the top - these CX leaders are up for solving complex service challenges

Delivering truly world-class customer experience is a challenge in this (and any) economic climate, where leaders must stay on top of service best practice and customer expectations to remain competitive. To find out how CX leaders do this, Zendesk surveyed nearly 5,000 customer service decision-makers around the world and compiled the results into our 2022 CX Accelerator report.