Blending IT Service Management (ITSM) with Customer Experience (CX) might raise eyebrows—kind of like pineapple on pizza—but for some businesses, it's the perfect combo. In industries where support teams double as customer-facing heroes, separating internal service workflows from external customer engagement creates more chaos than clarity. That’s where platforms like Freshsales come into play, aiming to bridge that gap by unifying data, aligning teams, and simplifying service delivery. But as the lines blur between ITSM and CX, the real question becomes: can Freshsales truly deliver on both fronts—and how does it compare to rivals who specialize in just one side of the equation?
In today's episode, we invited a panel of industry experts for a live discussion on LinkedIn to conduct an independent review of Freshsales’ capabilities. We covered many grounds, including where Freshsales might be a fit in the enterprise architecture and where it might be overused. Finally, they analyze many data points to help understand the core strengths and weaknesses of Freshsales.
Background Soundtrack: Away From You – Mauro Somm
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