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Hi Freshworks community,

 

I’ve been working on improving customer and employee experience in a small service-based setup, and one challenge I often face is maintaining transparency while keeping things efficient.

 

For example, in customer support, Freshdesk makes it easy to keep all tickets and updates visible to customers — which builds trust. Similarly, for employees in the UAE, we found that offering small digital tools (like a simple gratuity calculator for end-of-service benefits) creates the same kind of trust. People feel more confident when they can quickly check details for themselves instead of waiting for HR or paperwork.

 

It got me thinking:

 

What methods or tools have you used inside Freshworks to balance speed + transparency?

 

Do you usually give customers/employees direct visibility (like portals and dashboards), or do you keep it more internal to avoid confusion?

 

 

I’d love to hear how others are handling this — any real-world examples would be really helpful.

 

Thanks in advance!

That’s a really thoughtful question! In my experience, the best way to balance transparency with efficiency is to define what information customers truly need versus what should remain internal for smoother operations. Clear communication builds trust, but too much detail can overwhelm customers and slow down the team internally.

 

One strategy I’ve used is to provide customers with simple tools that give them clarity without exposing the entire backend process. For example, in the HR and payroll space, something like a gratuity calculator UAE helps employees quickly understand their entitlements while the company maintains internal control over calculations and compliance.

 

This way, customers feel empowered with transparency, while the business runs efficiently behind the scenes.

Thanks a lot for sharing such a detailed perspective! 🙌

I really liked the point you made about using simple tools to create transparency without overloading customers. That example of the calculator was a very practical touch. Appreciate you taking the time to explain it so clearly. 👏

Thanks so much for breaking it down so clearly! 🙏 I really liked the way you explained the balance between giving visibility and not overwhelming people with too much detail. The example of using portals and simple dashboards really clicked with me — it’s practical and easy to apply. Appreciate you taking the time to share your experience, it definitely gave me a new perspective!

Great question, striking the right balance between transparency and efficiency can definitely be tricky.

In my experience, portals and dashboards work really well when they’re designed to show only the right level of information. Too much detail can overwhelm customers or employees, but the right summaries (like ticket status, benefit calculators, or knowledge base snippets) build trust without slowing processes down.

I’ve seen a similar approach outside of software too for example, in the automotive sector, suppliers of autopartes en Colombia use online catalogs to give customers visibility into parts availability. The customer doesn’t see the full backend logistics, but they have enough transparency to feel confident and make faster decisions.

Maybe Freshworks dashboards could be framed in the same way: give people what’s useful and confidence-building, while keeping the complexity internal.

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