Measuring and analyzing customer support performance can be challenging. The quality of a customer’s experience with your team is a bit more subjective than, say, the ROI of a marketing campaign, or the sales of a new product.
When people think of “customer service” sometimes they think of call centers. Sometimes they think of the people they get on the chat with when their internet or credit card stops working. Maybe they think about being at an automated machine that’s not working and calling the hotline number they found on the peeling sticker on the machine.
At the end of every year, managers and executives alike need to look into the future to plan their next steps. What new technology do you need to budget for? What are customers asking for now? What new skills do your agents need to develop – or do you need to hire for? The top trends in customer support can help illuminate a path forward.
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.
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.
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.
