The latest News and Information on Collaboration, tools and related technologies.
SAN FRANCISCO – September 19, 2018 – Zendesk, Inc. (NYSE: ZEN) today announced that qualifying startups can now get The Zendesk Suite free for one year, giving growing companies the ability to build the best customer experiences into their businesses from the beginning.
A new term, customer health, is all about monitoring the customer relationship to ensure it remains in a vibrant state. Because not all businesses are receptive to proactive support or additional conversations, the concept of customer health has evolved because it allows a business to further understand the impact of their interactions.
No matter what you do, your customers are going to need help using your SaaS product. It’s just a matter of time. Even Apple, the world’s first trillion-dollar company, needs to offer support. In some sense, you can think of your customer support like an Apple repair store for your SaaS product. And when the competition is tough, you need ways to differentiate your support.
When we think of effective collaboration, we know that the whole is greater than the sum of its parts. In other words, when you align your efforts, you can reach amazing results. Unfortunately, this is easier said than done, and collaboration has always been surrounded with enormous obstacles, one of the biggest being organizational silos.
If you find yourself in the position of needing to expand your support team, one important factor will be whether you want your agents to work from a central location or a dispersed workforce. Both options will have pluses and minuses, so there’s no answer that will apply to everyone. Rather, it depends on the specifics of your organization: Do you need to provide 24/7 support? Do you anticipate random spikes in support request volume?
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.
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.
