Customer support software used to be simple. You had your tickets, your canned responses, and your triggers. If a customer asked for a refund, an agent clicked a macro, tweaked a sentence, and hit send. But when ticket volumes spike, those manual steps start to feel incredibly slow. That is exactly where Freshworks tries to … Read more
I’ve spent a lot of time staring at CRM dashboards, and usually, the feeling is one of mild dread. It’s the “data entry tax”—that tax you pay in time just to keep the gears of a business turning. So, when HubSpot started weaving its new automated features into the fabric of their “hubs,” I was … Read more
The thing about Salesforce is that it’s a bit like owning a heavy-duty industrial kitchen. It can do everything, but if you just want to make a piece of toast, you’re going to feel overwhelmed by the buttons and the gas lines. When Einstein was rolled out, the promise was essentially a “sous-chef” that would … Read more
I’ve spent a lot of time poking around the Zoho ecosystem lately, and if there’s one thing that sticks out, it’s how much they want you to talk to Zia. She—or it, depending on how much you like personifying software—is everywhere. From the CRM to your inbox, Zia is marketed as the “smart” layer that’s … Read more