A CRM is a CRM is a CRM…right? Wrong. With due apologies to Gertrude Stein and William Shakespeare, a Customer Relationship Management software bought from just about any vendor wouldn’t “smell as sweet.” At our just-concluded Refresh 2020 virtual global conference, we took great pains and absolute delight to explain why not.
Oftentimes, it starts like a dream—fleeting, chaotic, unsolicited, and without structure. The idea is a strange thing, isn’t it? The way it begins and evolves is like life itself—literally out of nowhere, and then, in a hard act to follow, it branches out and sprouts arms and legs, and lands firmly upon the ground of reason to sustain itself through the years.
Applications deployed on the cloud keep growing in size and complexity every day, bringing the need for DevOps engineers to make sure that their application is running in the most efficient way possible. There are a lot of problems, solutions and best practices to make sure an application is efficient, under various categories. Observability Observability is the measure of how well your application’s state can be understood, and how clearly inferences are drawn from that.
Kubernetes is said to be the platform to build platforms on. In Freshworks’ case, this is very true. Once Kubernetes established itself as the de-facto container orchestration platform, we set out to create a platform around it with certain very specific capabilities in mind. Kubernetes is a complex beast and takes some effort to tame. Once that is done, there are tremendous advantages.
When it comes to customers, experience matters. Customer experience—commonly known as CX—is the impression customers have of a brand depending on every touchpoint in their buyer’s journey. With the rapid digital transformation of companies and the expanding use of technology and cloud computing in the global marketplace, customers now have a glut of interaction options at their fingertips. As the customer has gone nimble, so has CX.
Despite the global pressure of finding ways to solve customer challenges in the new normal, business leaders have found that the right set of tools with a focus on customer experience can be a powerful competitive advantage. But because of the pandemic, offices globally are working at limited capacity, and communication and collaboration with employees, customers and partners has become more difficult.
Freshworks is extremely passionate about customer happiness and we love resolving customer problems quickly. Our customers create tickets when they face a problem or want a question answered. This article talks about how our support and engineering teams from one of our core products work together to solve these problems quickly and create moments of wow for customers. How we handle tickets
“There is only one boss. The Customer.” – Sam Walton Customer focus is not a buzzword that companies throw around to stay relevant in today’s hyper-competitive market. It is a lifetime promise to your customers. It may sound very simple but it involves modifications to your business strategy that places more importance on caring for your customers than simply outperforming your competitors.
Scaling your team to provide assistance around the clock might sound like a mammoth task. However, with a step-by-step guide, you can incorporate a 24/7 support model in no time. That’s why we’ve put together this comprehensive guide on setting up 24/7 customer service. In this guide, we cover: What Does 24/7 Support Mean?
If you want your business to succeed, it’s not enough to just bring in new customers over and over again. Yes, new customers are always needed, but if you’re not retaining the customers that you already have, you’ll always be working from a marked disadvantage. That has always been true, but in 2020 it is more true than ever before. A whopping 65% of a company’s business comes from existing customers.
