Monthly Archive

Reimagining ITSM With Online Communities | Community Matters ft. Stephen Mann

Aug 27, 2021 By Freshworks In Freshworks

In this episode of Community Matters, IT Analyst Stephen Mann discusses recent IT trends and the influence of online communities in fostering peer-to-peer support among IT professionals. IT service management is continuously evolving. Organizations are taking steps to ensure meeting higher employee expectations while adapting to workplace reconstruction. A critical piece of the puzzle, sometimes overlooked, involves sharing resources and engaging with peers to achieve efficiency.

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Everything You Need To Know About Customer Service Metrics in 2021

Aug 24, 2021 By Michael In Freshworks

Tracking productivity and performance of the customer service function emerged as the #1 challenge of customer service leaders through the pandemic crisis, as per The New CX Mandate report. It isn’t surprising that 79% of these leaders in the US are investing 31% more in measurement and analytics in 2021.

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40+ Customer Service Interview Questions (And What To Look For In The Answers)

Aug 24, 2021 By Ida Jessie Sagina In Freshworks

Every business owner, including the founder of one of the most magical places on Earth – Disneyland, credits the success of their vision to PEOPLE. Our research indicates that 55% of consumers will recommend a company to their friends and family due to good customer service, but 47% of them would no longer do business with a company as a response to bad service.

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How To Better Serve Your Customer by Prakash Ramamurthy, CPO, Freshworks

Aug 4, 2021 By Freshworks In Freshworks

Prakash Ramamurthy CPO, Freshworks) and Micah Solomon (best-selling author, Senior Contributor to Forbes) sit down to discuss the pillars of developing end-user-focused solutions and how talking to customers helps build better products to delight their customers and employees. One key trend emerged across the CX and EX verticals with the pandemic: the shift to digital. We’re driven to help our customers attain digital transformation from a customer and employee experience perspective, says Prakash.