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May 9, 2019   |  By Harvey Williams
When you are looking to build a community around your brand, you often ask yourself — what’s wrong with letting things run the way they are, right? Wrong! You can’t just let things run the way they are and expect your brand to become a hit. You need to constantly work towards building your brand’s authority and image. Building a community is one of the best ways to create a strong brand identity.
May 8, 2019   |  By Michael
Chatbots are going head-to-head with human customer service. They can help you reduce customer service costs by up to 30%1 in some cases. But this certainly doesn’t mean that they are indispensable or so crucial, that they will make human interactions redundant. As a matter of fact, many consumers say that they actually prefer humans over bots. In a recent survey2, nearly 50 % of respondents from the UK and around 40 % of respondents from the US, said that they would rather speak to a human agent.
May 6, 2019   |  By Bernado Castro
Providing great customer service is the watershed between the success and failure of an organization. Delivering quality customer service involves a number of factors like maintaining a low first response time and having a vast self-service portal among others.
May 3, 2019   |  By Ellen De Beul
It’s been said that customer service is the new sales, and when it comes to upselling and customer retention this makes absolute sense. Your customer service officers are in contact with your customers every single day. They need to know the most frequently asked questions, the historical information of the customer, and the best upgrades they can offer to customers.
May 2, 2019   |  By Parth Mavani
Omnichannel is the latest buzzword. Everywhere you turn, people are talking about it, with good reason. Today’s customers are present on multiple channels, and one of the best ways to stay relevant to them is to be available on all of these channels. To handle the volume of this ask, businesses are now taking an omnichannel approach to different functions such as marketing, customer service, sales, etc.
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.
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.
Apr 8, 2019   |  By Freshworks
Martin Hill-Wilson the CX and AI engagement strategist talks to Sairam Krishnan from Freshworks about omni-channel engagement and how it effects the overall customer experience in an enterprise.
Dec 31, 2018   |  By Freshworks
Looking back at the funfilled year that 2018 was for Freshworks!