Freshworks

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Building a Community Can Supercharge Your Customer Service

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.

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Chatbots vs. Humans: The Better Option for Customer Service

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.

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3 Data Problems to Eliminate to Improve Your Customer Service

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.

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Why It’s Important to Have an Omnichannel Approach to Customer Service

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.

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7 Best Practices for Helpdesk Reporting

A good report highlights data trends and communicates important information that keeps the wheels of your customer service or support department running smoothly. A less-than-perfect report, on the other hand, conceals important ideas, overwhelms the readers with convoluted information, and will probably end up as a paperweight on your desk within a few hours of printing. Here’s how to make sure your reports always fall into the first category.

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How to Develop Consistency in Customer Relationships

Customer relations is one of the most important and difficult to maintain aspects of running a successful business. It’s through attentive, efficient, and friendly relationships with customers that you will be able to bring in new clients, retain existing customers, and receive referrals from those who love your product and trust in your business. But those positive relationships do not develop overnight.