Teams | Collaboration | Customer Service | Project Management

Since his days serving treats at Dairy Queen, to cashiering at Shopko—which, fun fact, is how he met his wife—to supporting Zendesk customers as a Tier 1 support agent, Brett Bowser is a customer-service natural. After more than three years answering customer queries as a front-line advocate, Brett is now a Community Engagement Specialist in Zendesk’s Madison, Wis. office, where he applies years of hands-on customer-service skills to a different kind of support experience.

San Francisco, Calif. and Herndon, Va. – July 10th, 2019 -- Wire, the most secure collaboration platform, and FedResults Inc., a government value-added distributor, today announced a partnership to make Wire’s secure communication and collaboration solution available to Federal agencies.

Customers are growing increasingly savvy and as they do, their needs are changing. What you provide your customer with will obviously have to account for this change, and evolve accordingly. In fact, if you don’t make changes, your customers may end up leaving, especially considering your competitors do make changes to their support strategy to address the changing tides. Some of these factors are fairly small and make use of existing tools.

You decide to buy a phone. Do you go for the phone of your dreams even though it’s beyond your budget, or would you settle for a functional, but less-ostentatious one that fits into your budget? Do you wait for special offers so you can avail a discount, or get the device on credit? These are the kind of behavioral indicators that decide the types of customers and what aspect of a product/service appeals to them.

Two of the biggest customer support technology trends for 2019 are bots and omnichannel support. Bots are picking up traction as more companies are using them to help customers find information, to route queries to the right department, and to carry out transactions that don’t require a human agent.

One-on-one meetings are one of the best ways for managers to build a strong rapport with their teams and create a culture of trust. Unlike standups, status reports, and other types of meetings, one-on-ones are more flexible and create dedicated space for a manager to address an employee’s growth, long term plans and give personalized feedback. In our team, one-on-ones happen every week and last for an hour.

In the past, support was just answering phone calls coming into a call bank. The customer didn’t expect anything other than getting the answer to their question, and as long as they did, they were satisfied. However, as support has grown more prolific, the bar for customer loyalty has become higher as well. Being able to measure and understand the quality of your support responses has also become more important.

Welcome to our monthly round-up, where we share with you some of the latest additions to the Freshdesk Marketplace. This month, we’re happy to announce that we now have 700+ apps on the Freshworks Marketplace across three products – Freshdesk, Freshservice, and Freshsales. There are more exciting updates coming your way, but let us start off by looking at the new apps that have entered the marketplace!

We all know that feeling – a new cloud tool, modern and shiny, that will help solve at least one of your problems. "Will this be adopted by the organization or is this just another grave-yard project from IT?" is another worry we are all too familiar with. In my daily work with customers I collect regular insights and decided to share some of my most vital learnings with you.

Following Wire’s recent success with government institutions in both US and Europe, Wire is now available via the UK's Crown Commercial Services G-cloud 11. This means that public sector customers in the UK will benefit from: Wire is the most secure collaboration platform. Government institutions will benefit from the most advanced security features - securing messages, communications, calls and files in all environments.