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Nov 20, 2019   |  By Michelle
You might be holding back from a much-needed price increase because you’re afraid to make your customers angry. Yes, it’s true that no one wants to suddenly have to pay more, but inflation is a very real thing and it is possible to increase your pricing in a way that your customer base will understand. There are a number of methods that you can employ to help ease the customer into price differences, making sure that there is little to no drop off or damage to your brand’s image.
Nov 19, 2019   |  By Akshaya Srikanth
As customers, all of us have had at least one support experience that made us go ‘it’s really unfair that I had to go through so much to get this issue resolved’. For instance, when I tried to get help with fixing my washing machine, I was redirected from one team to another and I had to go over the details of my problem a dozen times before a rep was assigned.
Nov 13, 2019   |  By Michelle
We live in a more connected world than ever before. 90% of consumers have and use multiple devices to complete everyday tasks (including shopping) so having just a great in-store experience, or a killer website is no longer enough. In 2019, you have to provide a consistently excellent experience on all channels to win over the connected customer. However, the effort is worth it, as the rewards are great.
Nov 12, 2019   |  By Krishna Charan
What is service culture, exactly? Is it a templated approach to customer service that support teams take? No, it isn’t as simple as that. Service culture is a sustainable organizational culture that bridges the void between workplace culture and customer-centricity. It encourages a collective effort from customer-facing teams across your company to inherently prioritize customers.
Nov 11, 2019   |  By Abid Khan
The goal of every customer service team is to ensure that a customer’s issues or grievances are being addressed. Whether that’s a returned item, a billing discrepancy or a software bug – the first line of defense is the agent that your customer reaches out to. But what if the issue is the support received itself?
Aug 1, 2018   |  By Freshworks
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?
Aug 1, 2018   |  By Freshworks
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.
Jul 1, 2018   |  By Freshworks
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.
Jul 1, 2018   |  By Freshworks
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.
Jun 1, 2018   |  By Freshworks
When 76% of consumers say they view customer service as the true test of how much a company values them, you have to make sure that your strategy, and tool, are top notch. Here's a collection of best practices, drawn from our conversations with customers, to help you improve your agents' productivity and win customer love.
Aug 9, 2019   |  By Freshworks
Uncomplicate by Freshworks brings you crisp and insightful videos which will focus on answering one tactical question around sales & marketing, support & collaboration, employee engagement, and growth.
Jun 27, 2019   |  By Freshworks
Differentiating your business in a crowded SaaS marketplace requires two-fold approach- Customer-led product centricity and a great marketing. Read this interview by Sujan Patel where he outlines his playbook.
May 8, 2019   |  By Freshworks
Girish Mathrubootham, CEO at Freshworks talks about the Future of Customer Experience at Refresh 19 London.
Apr 23, 2019   |  By Freshworks
This app brings a much-needed functionality where if the same customer raises two or more tickets in a short time span (you can set a time span of your choice), the tickets following the first one will all get automatically merged with the first ticket. (All the other tickets except the first one will get automatically marked as 'Closed'). Here it goes!
Apr 8, 2019   |  By Freshworks
Colin Shaw talks to Freshworks about how CX statics remain stagnant throughout the industry and why companies should work on changing this instantly. Sharp points, punched with humour and personal stories.Colin Shaw makes for an entertaining and educational listen.