When it comes down to it, each employee at your company is working towards the same overarching goal: to serve your customers. However, because the roles they play in reaching that goal are extremely different, it’s easy for individual teams to feel disconnected from one another. This isn’t ideal.
Freshworks had a rocking year in 2018, and we are taking a moment to look back at what happened in a year that was filled with so much activity. There were product launches: Freshconnect and Freshping came alive this year, to much fanfare and excitement. Freshconnect is going to play a crucial role in our Freshworks 360 platform, and Freshping will help organisations prove their credibility to their customers free of cost.
A community forum is one part of a self-service portal where customers can interact with each other, as well as your team, and it’s the perfect place to allow your user community to take shape. Customers can ask questions and get answers quickly from other community members, or search for older posts to find previous answers or workarounds to their current question.
Time for our last round-up of the year! It’s been a landmark year for the Freshworks Marketplace, we’ve seen a huge influx of apps into the Marketplace. We’ve grown from 250 apps last December to 560 in early December 2018. There have been apps in huge demand like Trello and Atlassian Jira Plus as well as some innovative apps like BrightReps and Hugo which have integrated with Freshdesk to improve agent productivity as well as improve the quality of support.
Have you ever wondered why one support team gets back to you in no time and the other takes days before you hear back from them? The secret to getting back to customers quickly isn’t just typing faster or hiring more people, it’s about how you set up your workflow in your helpdesk. Let’s take an example of two different support teams here to understand it better.
It’s almost that time of the year again! The holiday season is here – and what is usually a season of cheer and happiness, can be a nightmare for customer support teams. A lot of industries see a huge influx of customers during the holiday season which directly results in a large number of customers needing support and expecting to have their issues resolved as quick as possible.
Every industry has its own version of the “which came first, the chicken or the egg?” scenario, and the Internet is no different. In this case, digital marketers and customer service professionals tend to clash over the question: does great user experience translate to great customer experience? Or is it the other way around?
Have you ever opened an email with a subject line written in all caps, and the first sentence sounded something like “I have never been so frustrated in my life as I am with [your product here]!!!”? If you have, you aren’t alone—many of us every day respond to angry customers and do our best to de-escalate the situation, gain back their trust, and help them use our products.
Just trust me. You’ve heard it before — maybe in a movie scene, or from a partner in crime, or an especially tough coach. Just-trust-me! In today’s marketplace, products may be a dime a dozen, but trust — well, that’s worth its weight in gold. In fact, statistics suggest that a landslide 83% of customers are more likely to recommend a trusted company to friends, and 82% will be more inclined to use that brand more often. It’s a relationship.
