Providing good customer support is a team game. Large or small, established enterprise or scrappy startup, support agents need to collaborate and work together to get answers. For example, customers often contact e-commerce vendors to check where their packages are. Support agents do not always have enough context to get this answer immediately. These agents check with their Inventory team to see what was ordered by the customer.

Freshworks, the global leader in customer engagement cloud software, today announced the launch of Freshconnect, a new contextual collaboration solution for support and sales teams. Immediately available to Freshdesk and Freshsales users, the new collaboration tool makes it easy for customer-facing and internal teams to work more efficiently with each other on customer issues and sales deals.

When it comes to the customer service industry, one of the most useful tools a support agent can have at their fingertips is a good customer service software. Now, the most obvious reason for this is how a helpdesk software improves an agent’s efficiency. This is because the software organizes the tickets an agent receives and expedites the response process. One of the most obvious advantages gained by using a customer support software is the ease with which you can track the status of a ticket.

Not all tickets were created equally. Some are easier to solve than other. Others may indicate the presence of larger issues or originate from repeat customers. Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents. Here are six things to keep in mind to ensure escalation management is handled properly and results in happier customers and improved operational efficiencies.

Be it getting a ride whenever you want or ordering your favorite pizza from the comfort of your couch, on-demand platforms have made our lives quite convenient. A recent Burson-Marsteller’s survey about on-demand economy found that 86.5 Million Americans (42% of adult population) have used an on-demand service already. Added to this, the Harvard Business Review declared that the wide array of OnDemand apps and platforms have been adding 22.4 million users every year.