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Aug 13, 2019   |  By Parth Mavani
Research by American Express suggests that consumers are willing to spend 17% more on a company that has outstanding customer service. It’s no secret: first-rate customer service is the key to business success. But to excel, businesses should have a customer care plan and ensure that stakeholders have a positive experience at every touchpoint.
Aug 9, 2019   |  By Michelle
In the year 2020, nearly 80% of businesses will use a chatbot in one form or another. Chatbots have become an important part of business growth and the need for these AI-powered bots is only going to increase in the future.
Aug 8, 2019   |  By James Ewen
Your customers expect you to understand what they want. Not only this, they expect you to know when they want and how they want it. Today, the modern company has no reason for not being able to deliver on these demands. The reason? Data. Data is everywhere, and businesses are well placed to utilize this to improve the customer experience and smash their KPIs. Over 40% of marketers plan to expand their data-driven budgets, and that’s why it’s essential to adopt a data-driven strategy.
Aug 7, 2019   |  By Michelle
It’s well known that if someone is an excellent fit for a support role, they are empathetic and kind to those around them. As empathetic people, support employees tend to take on the emotions of all of the customers1 that they talk to. Not only that, but as people trained in detecting and responding effectively to emotions, support people may even be prone to their own feelings being deeper and more intensified2.
Aug 7, 2019   |  By Rohit Viswanathan
While one minute doesn’t seem like a lot, when it comes to solving problems – conversations with support agents can feel long and drawn out. This can be particularly frustrating when the issues are trivial in nature. There are many situations where customers spend 5-10 minutes on the phone just to find out basic information, such as learning a product’s return policy.
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.