To deliver the perfect customer experience, activities such as creating efficient processes and workflows, quality management, planning shift schedules, etc. are absolutely critical. These come under the umbrella of customer service operations, a core capability that helps scale and improve the level of customer support offered by your company. So who ensures support operation tasks are ideated and executed well so that your customer service standards do not drop?

Have you ever wondered what keeps you motivated at work? Is it a word of appreciation from a colleague? Healthy competition between you and your teammates? Or a coffee-break that you spend catching up on a game or just getting a breather? Motivating factors like these work best in an office environment. However, things are different when you’re working from home.

When you order something on e-commerce sites like Amazon or order food online, tracking your delivery is very seamless. It shows they have a field service management software in place, enabling you to track everything within your app. Reaching out to field service technicians like electricians and plumbers also involves managing and planning field service.

Creating a great support team isn’t something that happens in a day, a week, or even a month. It’s a long-term goal for many companies, and even when they get there, it’s important to sustain that excellence over time, particularly as the company grows. The pressure to maintain a high level of support exists because of the impact the support team has on their business’ reputation.

The fierce competition existing in the market today is a result of the numerous choices available for customers. All they need is a click to switch brands. It’s that simple. Traditionally, product and price were the two elements that gave businesses a competitive edge. This is no longer the case. Increasingly, customers are valuing experience more than product and price. A recent study shows that customer experience is surpassing product and price in brand differentiation.

In the most recent release of OneDesk we made big changes to Customer Organizations. Whereas prior to this release customer organizations were relatively simple groupings of customers, now they have become more sophisticated objects, with properties and features that will change the way you use OneDesk.

Even with the world in a state of flux, businesses have to continue serving customers, and support teams have to adapt to their new environment. But making the transition from working together in the office to remote support can be a tricky affair. We understand completely because we at Freshworks are in the same boat.

For companies in competitive markets, customer support is a key differentiator. In fact, it can be one of the key reasons a customer decides to renew or churn. But with customer expectations higher than ever, and modern support no longer involving only simple, repeated questions, your front line is often dealing with a high volume of tickets across multiple channels that involve product and process complexity.

As organizations continue to settle into working remotely due to the ongoing crisis, customer service is under strain to deal with the rising volume of inquiries. Understandably, customers are looking for information on how the current situation affects the products and services they rely on. So how can self-service help companies reduce the burden on their agents and employees? To understand that, we had a conversation with Mr. Sagi Eliyahu, the CEO of KMS lighthouse.