San Bruno, CA, USA
Oct 11, 2019   |  By Sara Santanen
It’s easy to think that the reasons for churn are out of your control: maybe the customer got a better offer from a competitor or maybe your product just wasn’t the right fit. Surprisingly, this is far from the truth. Your customers are almost five times more likely to stop buying from you because they feel you’re indifferent to them, than because they are unhappy with your product.
Oct 9, 2019   |  By Reg Dutton
As a growing customer service team, consistently delivering moments of WOW while maintaining a positive culture along the way is just one of the challenges you’re likely to face. That’s alongside the growing pains of dealing with waves of new people joining the company, lots of change and unknowns, new processes and guidelines, dealing with legacy customers and agents who are used to a different style of support… the list goes on.
Oct 2, 2019   |  By Varun Tyagi
Let’s face it – it’s easy for anxiety and boredom to creep into any job, including customer support. Listening to customers’ rants, complaints, and arguments incessantly can be a challenging exercise. Not to mention the equally daunting and exhausting task of following-up and responding to one angry customer after another. Before you know, your support agents are burning-out like dry wood struck by lightning in the summer grasslands of Australia.
Oct 1, 2019   |  By Nandita Menon
It’s been business as usual here at the Freshworks Marketplace – we now have over 800 apps on our unified marketplace. As we continue to steadily add apps to the Marketplace, here’s a quick look at some of our latest additions!
Oct 1, 2019   |  By Michelle
Imagine this: meeting a new acquaintance who raves about meeting you, but never follows up on making plans, and forgets your name when they bump into you. Now imagine another new acquaintance, this time who remembers your name, is still in contact with you months later, and sends you interesting resources that make your life better. Who would you prefer?
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.