Freshworks is extremely passionate about customer happiness and we love resolving customer problems quickly. Our customers create tickets when they face a problem or want a question answered. This article talks about how our support and engineering teams from one of our core products work together to solve these problems quickly and create moments of wow for customers. How we handle tickets
“There is only one boss. The Customer.” – Sam Walton Customer focus is not a buzzword that companies throw around to stay relevant in today’s hyper-competitive market. It is a lifetime promise to your customers. It may sound very simple but it involves modifications to your business strategy that places more importance on caring for your customers than simply outperforming your competitors.
Scaling your team to provide assistance around the clock might sound like a mammoth task. However, with a step-by-step guide, you can incorporate a 24/7 support model in no time. That’s why we’ve put together this comprehensive guide on setting up 24/7 customer service. In this guide, we cover: What Does 24/7 Support Mean?
If you want your business to succeed, it’s not enough to just bring in new customers over and over again. Yes, new customers are always needed, but if you’re not retaining the customers that you already have, you’ll always be working from a marked disadvantage. That has always been true, but in 2020 it is more true than ever before. A whopping 65% of a company’s business comes from existing customers.
Providing excellent customer service is a necessity for any e-commerce store. No matter how good your online storefront is, you will always have some customers who have questions or concerns regarding the payment or refund process. And when your customers need you, you need to be around to provide assistance. However, this does not necessarily mean that you need to have a round-the-clock staff of agents online for 24/7 support.
Do you believe your company understands the value of its customer experience (CX) programs? If not, you’re not alone. Despite the fact that CX is becoming a top business priority, 37 percent of CX professionals don’t agree with the statement “My company understands the role of CX and the value I bring.” What’s more, 24% of respondents identify “continuously proving value” as one of their top three on-the-job challenges.
We’re in a world where the customer is king. We rely on them to reach out to us, tell us how they feel, tell their friends about us and, of course, to continue spending their money with us. We could just take each of these interactions at face value and continue on with our day, but gaining more actionable insights from customer support conversations helps perpetuate a pattern of customer happiness and loyalty.
As a business grows, so does the focus on building and maintaining strong customer relationships. Businesses that aim to make a mark globally, understand the need to interact with customers from all over the world, in their native language. Engaging with customers in their preferred language helps them feel heard. The message is highly personalized, and as a result, customer satisfaction increases. However, offering multilingual customer support is easier said than done. So, where do you begin?
Your customers need you now more than ever. And the sooner you are able to engage with them the better as brand loyalty is built around quality customer service. Besides, good customer service can also prove to be a good marketing tool — news about good service travels far and wide and can bring in additional sales through repeat and new customers.
