In August 2019, Freshworks conducted its Voice in the Choice survey, which asked 400 customer-facing U.S. sales and support employees fundamental questions about how their organizations make decisions regarding the software tools they use and the resulting consequences. The survey unearthed how end users really feel about software selection decisions and how those decisions impact their work happiness, productivity, customer satisfaction and even the business' bottom lines.

The results show an overwhelmingly top-down approach to software selection, which costs businesses hundreds of millions of lost hours in productivity and billions of dollars annually. To reclaim business efficiency and productivity alike, the survey suggests that leaders need to drastically rethink the “software dictatorships” within their organizations lest they continue hemorrhaging money, employees and customers. 


Download a copy of the 'Voice in the Choice' survey result to see how much impact it has on productivity.