At Freshworks, our mission has been to help customer support teams deliver “moments of wow”, thereby enabling every business to create customers-for-life. It is the foundation for everything we do here at Freshworks. And we strive every day to deliver on that promise by continually improving our product and the customer experience.
Many of us are now working from home for the first time. In light of the global pandemic, companies have handed out laptops, closed down their offices and transitioned to being fully remote. It’s certainly not the ideal way to dip a toe into the remote workforce. However, for those of us that are lucky enough to have the opportunity, working from home means we can continue to support our customers and earn a living.
“Right now, you as leaders have only one option: Lead your way out of this challenge.” That’s what Mike Caracalas, leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advises. He’s right. But leading in the best of times is difficult, and while many of the best leadership qualities and practices must apply these days more than ever, leaders must quickly adapt to an ongoing, very complex way of getting work done.
It’s impossible for a business to place too much of an emphasis on its customers. If your customers are happy, your business will have a better chance of succeeding. To make sure your business thrives, it’s critical for you to guide your valuable customers through each stage of their journey with your company and help them get amazing results along the way. However, keeping your customers happy isn’t easy.
Every business has a customer base that they’ve worked hard to attract and retain through a combination of marketing, social media and brand strategies. You invested a lot of time and effort (and probably money) to gain those customers’ trust, so it makes sense that you want to keep them. That’s where a strong focus on customer retention comes in handy.
With evolving technology and rising customer expectations as the byproduct, businesses need to be agile and accept change. Change is difficult, but as we’re experiencing in a world gone digital, imperative. At its core, change management is about helping people through change, whether you’re restructuring leadership, rolling out new software, or adjusting strategies that are no longer profitable.
Technology in Oil Companies Technology has become an indispensable part of any business organization in every industry. Whether it is deployed in a segment of business operations or used in the daily operation and management of the entire organization, every thriving business must integrate technology to stay productive and competitive. A new client who only recently discovered OneDesk has also found this fact to be true.
All of us are in the expectations business now, and with customer expectations reaching an all-time high, it’s up to companies to re-invent the wheel to stay relevant and engaged. But how do you identify the right channels to engage with your customers and how do you nail it the first time? That is always the burning question!
Managing a team remotely comes with its own set of pros and cons. If you’re managing a remote team for the first time, it’s easy to focus on the cons rather than the pros. You’re probably having a tough time staying on top of what everyone on your team is working on. In tandem, you’re most likely doing all you can to make sure that your team has everything they need to work conveniently.
Especially in an era of remote work, it can be difficult to manage the morale of your customer support team. After all, a support agent isn’t a career choice for professionals who are afraid to talk to people. Support teams in the B2B (business-to-business) industry are often full of social personalities and employees who choose to work in an office environment where they can collaborate with colleagues to solve problems.
