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Jan 14, 2020   |  By Pramoth Rajavel
Building a product is no easy task. Coming up with a new idea, hiring people to execute it, and being updated on customer trends can sometimes become a bit overwhelming. While every business tends to be customer-centric, some dreaded questions arise in our minds from time to time.
Jan 8, 2020   |  By Abid Khan
Customer service is what truly makes or breaks your business. Every interaction your support team has with end-users is essential in shaping their perception of what your brand represents. Customers, at each stage of their journey, expect a good standard of service and will not appreciate slow, unprofessional answers. In fact, we found out that 56% of consumers globally have stopped doing business with a brand due to a single bad service experience in the last 12 months.
Jan 6, 2020   |  By Matt Shealy
The most successful brands in today’s competitive market have one thing in common – they offer outstanding customer support and prioritize customer satisfaction (CSAT). CSAT is largely dependent on customers’ interactions with your customer care department, starting with the first touch. Having the right team is the key to delivering outstanding customer experience.
Dec 30, 2019   |  By Naveen Mahadevan
With just a few hours left for the decade to end, you might be pondering over some of the biggest decisions you’ve had to make in the past 10 years. Whether you nailed those decisions or not, the following 10 Marketplace apps will surely set you on the path to success with your customers and agents alike.
Dec 27, 2019   |  By Michelle
Artificial intelligence has revolutionized customer support all over the world. Thanks to artificial intelligence, businesses have reaped the benefits of smart voice agents, instant call routing, automated email responses, and more. But with the continued popularity of social media as a channel of customer support, it only makes sense to use AI to optimize your support strategy. Here are three ways to reap the benefits of AI and automation in your social customer support –
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
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.
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.