You might be familiar with some of the changes Freshworks has gone through in the last year. We rebranded the company1, introduced new products, and gave Freshdesk a new look. Although these developments have been a delight to our customers, we’ll be honest, the journey didn’t start easy for one team in particular within the company. Our customer support team.
In this month’s roundup, we are excited to announce that the Freshworks Marketplace has hit 500 apps! That’s right, we now have 500 apps across Freshdesk, Freshservice, and Freshsales. You can view the entire gallery of Marketplace apps, here. For now, here’s a look at just a few of the apps that joined the Freshdesk Marketplace this month, keep in mind this is just the tip of the iceberg!
Are you craving your own dedicated Matrix homeserver, but don’t want to run your own? At last, we’re incredibly excited to introduce Modular: the world’s first ever “one click” paid service for all your Matrix hosting needs!
Company growth is a great thing and it puts a buzz in the air that is tough to match. With this increase in revenue and customers, however, often comes a higher volume of help desk tickets. Before you know it, your lone help desk employee is working overtime to keep up. After adding a couple people to truly make your own help desk “team”, you realize that spreadsheets and emails aren’t the way to go.
It would be easy to think the benefits of AI are massively overhyped. Every day there’s another article extolling the future of robots answering customer questions and reducing the need for customer support representatives. But you could be forgiven for thinking this is all hype. So far, results have been less than impressive.
Pushover has been available as a GitHub Service since 2002, making it easy to get Pushover notifications each time commits were pushed to your repositories. GitHub has recently announced that they are replacing GitHub Services with webhooks, which means the Pushover support in GitHub will be going away in January 2019. Any repositories that you are receiving Pushover notifications from will need to be updated to use Pushover’s new GitHub webhook.
AI assistants are capable of quite a bit more than their living room responsibilities, although we very much appreciate that they can order us pizza and play Spotify. In the workplace, they’re helping to fill the gaps that commonly plague customer service: miscommunications, uninformed support agents, and meeting customers’ expectations. As much as machine learning has been touted for providing better customer experiences, it can help drive better customer engagement as well.
In the world of e-commerce customer support, it’s easy to be overwhelmed by tickets. And it can be a nightmare. Too many tickets + not enough agents to answer them = complete support overload. On average, internal support teams receive 492 tickets each month. That’s more than one hundred tickets each week, or ~16 tickets each day. And that’s just the average. Your brand might be receiving a much higher number.
Today we’re excited to announce the launch of Riot.im Web 0.17, landing a dramatically improved launch time and a ~70% reduction in memory use on Web! iOS users will already see the speedup (since 0.7.6 which landed October 5); for Riot.im web/desktop users we’ll be turning the feature on gradually over the next week — you’ll see a notification next time you start the app, when the speedup has activated.
Measuring the productivity of the customer support team in terms of the overall company profits might seem like mission impossible. But it isn’t. In the long run, your customer support team makes a huge impact on marketing your products. You cannot deny that customers return only to those brands or companies that solve their issues faster.
