Aug 7, 2018
San Bruno, CA, USA
Feb 17, 2019   |  By Michael
When you talk about your business’s customer experience, it’s easy to get caught up in the bigger picture of what you want to achieve. Meaning, it’s easy to just imagine the ideal experience you want your customers to have, but not actually focus on what will help you achieve this.
Feb 14, 2019   |  By Michael
Every company has its own unique audience — and should have a unique approach to customer engagement to match. After all, when it comes to creating great customer experiences and achieving high levels of satisfaction, there’s no one-size-fits-all approach that’s guaranteed to work for every brand.
Feb 13, 2019   |  By Michael
Measuring and analyzing your customer support team’s performance can be challenging. The quality of an interaction between two people is subjective, and given that customer interactions are ultimately what make up the majority of a support team’s work, standard metrics like costs and returns aren’t often the best way to gauge and improve quality.
Feb 12, 2019   |  By Michael
Artificial intelligence, or AI, has been a hot topic within the customer support community recently and there are many good reasons for that. By using AI intelligently (no pun intended) support teams can be more efficient and effective, and create a better experience for customers, all without sacrificing quality.
Feb 9, 2019   |  By Dhaval Sarvaiya
Imagine the benefit your business could achieve if every customer interaction was intelligent? Artificially intelligent? Yes. The era of Artificial Intelligence (AI) has dawned upon us. From personal assistants on our smartphones to bring the keyword at boardroom meetings, AI is now ubiquitous.. But, what makes AI a beeline for personalized 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
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.
Dec 31, 2018   |  By Freshworks
Looking back at the funfilled year that 2018 was for Freshworks!
Dec 4, 2018   |  By Freshworks
Girish Mathrubootham, CEO, Freshworks talks about the future of customer engagement, the AI wave in the SaaS world, and Freddy - Freshworks’ new omnibot, while presenting his keynote address at Refresh ‘18, Freshworks’ first user conference held in New York.
Aug 17, 2018   |  By Freshworks
Our first client is from Australia and that makes this region very special for us. Sreelesh Pillai, GM of Freshworks Australia shares a few important takeaways from Refresh 18 and talks about customer expectations in Australia.
Aug 13, 2018   |  By Freshworks
Our CEO and Founder, Girish Mathrubootham, shares the story of Freshworks and his advice for startups at the Refresh:CX conference in Sydney.
Jun 27, 2018   |  By Freshworks
The last part of the interview we had with the #BFSI industry leaders is here. Watch out for a few interesting takes on #AI.