The Freshworks Fall ’22 Launch highlights our top new product capabilities and solutions from the second half of 2022. Our announcements are focused on three areas: At Freshworks, we are constantly innovating to empower employees, and deliver personalized, delightful customer experiences. Here are some of the highlights for Fall ’22.

If you’re in a customer-facing role, you’re more likely to interact with difficult customers who may be angry, demanding, aggressive, and sometimes even abusive. Learning how to deal with difficult customers and win people over with quality customer support creates a positive brand perception while also contributing to your career growth. Your customers could have had a bad day, and a small bug might be enough to throw them over the edge.

If you wish to build a loyal customer base, you must be willing to go the extra mile to meet customer expectations every time you engage with a customer. That’s because customer loyalty is a by-product of high customer satisfaction. Many companies seem to think that their customer expectations will be met with whatever it is that they offer, but that’s rarely ever the case.

Congratulations on your big step to onboard a help desk system! You no longer have to worry about unattended customer inquiries or struggle to balance the workload evenly among your support team members. You get to effortlessly assign ownership for requests, track your team’s progress, and measure customer satisfaction. To realize the immense value of a help desk, you need to first set it up the right way for you and your support team.

As per Social Stamina, 64% of customers expect a reply within an hour of posting on Twitter, and 85% expect a company to respond within six hours. While this trend in customer expectations applies to almost all industries across the board, certain businesses – such as e-commerce apps – are witnessing an all-time high in traffic. Most companies may be crowded with service-related concerns, drowning customer support agents in an ever-increasing volume of tickets.

Every product or service is designed to address specific customer pain points or challenges. Yet, why is it that only a few are an instant hit among the masses, and the rest pass by unnoticed? Whether you are a small business or a large enterprise, you can excel only when you identify and solve for the right customer needs. Read this guide and find answers to.

In an era ruled by superior customer experiences and businesses converging towards being more customer-focused, digital transformation is a priority for all top business leaders. But not all digital transformation efforts yield successful outcomes. Organizations don’t always see the expected results immediately and often lose the stamina to witness the sustained impact of digital transformation. At times, these digital adoption projects are even halted due to specific challenges along the way.

Approximately 96% of business leaders reported that focusing on agent experiences makes it easier to retain top talent. That’s not all. An astounding 87% of business leaders also shared that prioritizing employee happiness will give them a competitive advantage. Despite these findings, only 19% of companies have made agent experience their strategic priority. As a result, poor agent experience contributes to high turnover rates, especially for contact center agents.