Freshworks Inc. is the parent company behind the suite of products which includes Freshdesk, Freshservice, Freshsales, Freshcaller, Freshteam, Freshchat, and Freshmarketer. The company’s suite of products is designed to work tightly together to increase collaboration and help teams better connect and communicate with their customers and co-workers.
Founded in October 2010, Freshworks Inc. is backed by Accel, Tiger Global Management, CapitalG, and Sequoia Capital India. Freshworks has its HQ in San Bruno, California and global offices in India, UK, Australia, and Germany. The company's cloud-based suite of SaaS products is widely used by over 150,000 customers around the world including Honda, Bridgestone, Hugo Boss, University of Pennsylvania, Toshiba and Cisco.
Not a single day passes without negotiation for a customer service agent. It could be during conflict resolution or feature requests or when you are recommending an upgrade. Being a customer service agent is more than just dealing with difficult customers.
No matter how great your products or services, some of your customers are bound to run into problems. That’s an unavoidable truth of business — but you can avoid losing customers because of those issues. It just requires a little extra effort on the part of your customer service team.
Why Data? At Facebook, there’s a well known phrase that goes “Data wins arguments”. I wouldn’t say that at CloudApp we’re a deeply argumentative bunch, but we do like to come up with hypotheses, test them, and see the results.
Artificial intelligence, or AI, is slowly becoming a part of our daily lives. Siri and Alexa are now household names, and their users have grown accustomed to how easy they make it to access information.
Like any other profession, a career in customer service comes with its own hurdles and challenges. With so much information out there and a steep learning curve, it is very normal for an individual, new to this space, to find customer service daunting in the beginning.
This is a sneak-peek of all the things that are in store for you in this guide. By the end of this guide, you should have answers to these questions: What is an online helpdesk and why do I need one? What kind of online helpdesk is best for my business? ITSM or customer support? Hosted or on-premise? How do I put together a feature list? What if I have no idea what I need?
In this whitepaper, we discuss, for those businesses, the advantages a helpdesk has over email and lay out just how easy it can be to win customer love.
The key to winning in today’s ‘Age of the Customer’ centres on the staging of hyper-personalized, meaningful experiences throughout the entire omnichannel customer journey. To achieve this requires an integrated customer-excellence vision that bridges the divide between the physical and digital worlds.
To the outside world, customer service agents are the face of any business. They influence how people perceive brands and are directly responsible for the retention and churn rates for any organisation. This is not an easy responsibility to shoulder, especially if you’re new to the industry.
What do you do to make sure your customers remain loyal to you? You need to earn your customer's trust and also keep it. How important is it? History shows how well known brands have ignored their customers and suffered for it.
Freshworks Customer Happiness Webinar Series - Episode 1