Teams | Collaboration | Customer Service | Project Management

Are support agents happy with Freshdesk Mint? This was the most pressing question we had on our minds when we introduced Freshdesk Mint a year back. Over months, we spoke to our customers to gather feedback on what people liked and disliked. We were delighted to learn that the overall feedback for Freshdesk Mint was very positive. But we didn’t just stop with customer interviews. Using Heap, an analytics tool, we analyzed product adoption to learn from our success and our mistakes.

There are A LOT of features available for companies to choose from when deciding what’s important in their Business to Business (B2B) customer support software solution. We made this list to help companies think about the key features these solutions offer and their value. Without further ado, here’s our list of 20 essential features in a B2B customer support system.

Customer support can easily become a huge money pit instead of a tool for building revenue, no matter the industry you’re in. But if you’re a SaaS company, you know just how crucial it can be to keep costs down. Especially if you’re just getting started and your customer base isn’t large enough to support your operational costs just yet.

When it comes to the specifics of working with customers, you’ll see a wide variety of terms thrown around. Phrases such as “customer care”, “customer support”, and “after-sales service” are all frequently used, but there are a few terms that truly stand out in their meaning (despite the confusion surrounding them).

Even in the age of email, social media, and whatever new support channel is just around the corner, customers still want the option to call a support agent. Whether it’s to resolve complex support issues or to receive personalized service, many people appreciate companies that make the investment in providing quality support over the phone.

All aboard! Here are the latest app integrations available on the Marketplace.

You might be familiar with some of the changes Freshworks has gone through in the last year. We rebranded the company1, introduced new products, and gave Freshdesk a new look. Although these developments have been a delight to our customers, we’ll be honest, the journey didn’t start easy for one team in particular within the company. Our customer support team.