|
By Ida Jessie Sagina
The COVID-19 crisis has pushed us all out of our comfort zones – both merchants and consumers. What might have evolved over a decade happened within eight weeks in 2020, when retailers quickly launched e-commerce websites and figured their way through digital payment, order fulfillment, and warehouse management processes. Consumers got equally adventurous too.
|
By Akshaya Srikanth
Customer service is crucial to the success of a business. If you’re new to the concept of customer service or just want to keep yourself up to date with the latest trends, we’ve got you covered.
|
By Varnika Om
What is the most important thing you can do to reduce churn and increase word-of-mouth referrals? The answer is obvious, but it’s often overlooked: improve your customer service. No matter how awesome you think your product is, or how skilled your customer support team is, your customers are most likely to remember the direct interaction they have with your company.
|
By Team Freshworks
During Freshworks’ Q2 ’23 Launch Event on June 22, we unveiled new product features that can bring the power of generative AI to businesses of any size. Access to AI is necessary for these new tools to have lasting business impact. The market for generative AI is expected to reach $36 billion by 2028, a tenfold jump in five years. “AI is just not a buzzword anymore,” Freshworks founder and CEO Girish Mathrubootham explained to Diginomica.
|
By Team Freshworks
Building software that delivers value to customers comes naturally to us at Freshworks. Sometimes, it also comes “artificially”—such as through innovations in artificial intelligence, including generative AI. Businesses around the world are already realizing the transformative potential of generative AI through automation and productivity-enhancing tools.
|
By Team Freshworks
The disruptive nature of generative AI in business is becoming apparent. We sat down to chat with Prasad Ramakrishnan, chief information officer (CIO) at Freshworks, to understand how he believes generative AI will impact and transform the service management industry. Here’s what he has to share with CIOs on how generative AI can be leveraged to improve employee experience and agent productivity.
|
By Ida Jessie Sagina
There are many moving parts in play when trying to explain, let alone execute, an exceptional customer experience. It truly takes a village and a good customer experience strategy to get things done effectively. Staying on top of your CX strategy is vital as customer behavior and digital channels of engagement continue to change how business is done. But it’s easy to be overwhelmed even before you get started.
|
By Varnika Om
With 92% of consumers expecting to continue to contact customer service at or above pandemic-era rates, we are facing a future where companies that aren’t customer-centric will have a hard time surviving. This is why companies must keep up with customer service trends so that they’re able to cater to these evolving customer needs.
|
By Ida Jessie Sagina
A good customer service strategy can be extremely rewarding in the age of soaring customer expectations. People love to publicly acknowledge when they’ve had a memorable customer service experience. On the other hand, poor customer service can make them forget all the good experiences your company has offered. Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers.
|
By Sampriti S. Roy
Call center agents are often asked to do the impossible: Make every customer happy—while struggling with slow tech, increased workloads, stress, and burnout. Thankfully, many in the world of CX are discovering how to spell relief: AI. According to “The New CX Priorities,” a new industry report from Freshworks, CX leaders must treat customer support as a strategic function with far-reaching impact across the organization.
|
By Freshworks
Discover how Freshdesk transforms team collaboration for exceptional customer support. In this video, Shibin from Freshworks demonstrates how Freshdesk's features like threads, tags, and shared ownership empower support agents to tackle complex issues efficiently. Learn how to streamline teamwork, manage tickets effectively, and provide timely, accurate updates to customers.
|
By Freshworks
Discover how AI agents are revolutionizing the customer service landscape by providing instant, personalized, and secure assistance 24/7. Learn how they adapt in real time, handle complex issues, and empower human teams to focus on what matters most. Whether you're a business owner, support team leader, or tech enthusiast, this quick guide breaks down AI's potential to elevate your customer experience.
|
By Freshworks
In this video, discover how Generative AI, Emotional Intelligence, and Multimodal AI are reshaping customer experience. From instant support to empathetic problem-solving, AI is leading a revolution in customer service. Learn about these trends in just 60 seconds!
|
By Freshworks
Learn how Freshdesk empowers support admins with smart routing, automations, and AI to streamline workflows and boost efficiency. Set up routing rules in Freshdesk using round-robin, load balanced or skill-based rules. Explore how admins can set SLAs, and use AI for task management and automations to streamline your workflow.
|
By Freshworks
In this episode of the Freshworks Explained series, Praveen breaks down how Freshdesk automation can transform your customer support operations. Learn how to streamline workflows, reduce manual tasks, and solve customer issues faster using three types of automation rules: Ticket Creation, Ticket Update, and Hourly Triggers. Discover how to automatically prioritize tickets, filter spam, notify teams, and ensure quick resolutions. Watch now to see how Freshdesk can enhance your team's efficiency and boost customer satisfaction.
|
By Freshworks
Meet Freddy AI Agent—answer, assist, personalize. The people-first AI solution to scale your customer and employee experiences. And it’s never been so refreshingly simple. Just a few of the reasons to love Freddy AI Agent.
|
By Freshworks
Discover how Freddy AI Guardian, a responsible AI layer at Freshworks, safeguards your data and enhances AI safety. Sreedhar Gade, VP of Engineering for Cloud and Responsible AI, introduces the five pillars of Freddy AI Guardian: Content Safety, Privacy, Controls, Traceability, and Security. With advanced role-based access controls (RBAC) and state-of-the-art encryption, Freddy AI Guardian guarantees secure interactions with AI models. Find out how Freddy AI Guardian helps your business stay safe and compliant in an AI-driven world.
|
By Freshworks
Using Canned responses, you can now process service requests quickly and efficiently. You can customize these response templates to resolve major service requests faster. We have compiled the most essential canned responses for your customer service team.
|
By Freshworks
Discover smoother navigation, personalized recommendations, improved search relevancy and greater transparency. Intuitive navigation with a freshly revamped user interface With a revamped UI, navigating through the marketplace gallery has never been easier. Our newly redesigned marketplace gallery is crafted to provide a seamless and efficient browsing experience. We now have advanced filters on the left-hand side that enable you to find apps based on both themes and payment modes.
Transforming Customer and Employee Experiences with Freddy AI | Siddhartha Agarwal | Refresh2024 NYC
|
By Freshworks
Join us for an enlightening session from Refresh 2024 in New York, where Siddhartha Agarwal, Senior Vice President of Product Strategy and Operations at Freshworks, delves into the transformative power of Freddy AI. Discover how Freshworks is revolutionizing customer and employee service solutions for companies of all sizes. In this video, you will meet Freddy AI and learn how.
|
By Freshworks
In this whitepaper, we discuss, for those businesses, the advantages a helpdesk has over email and lay out just how easy it can be to win customer love.
|
By Freshworks
This is a sneak-peek of all the things that are in store for you in this guide. By the end of this guide, you should have answers to these questions: What is an online helpdesk and why do I need one? What kind of online helpdesk is best for my business? ITSM or customer support? Hosted or on-premise? How do I put together a feature list? What if I have no idea what I need?
|
By Freshworks
To the outside world, customer service agents are the face of any business. They influence how people perceive brands and are directly responsible for the retention and churn rates for any organisation. This is not an easy responsibility to shoulder, especially if you're new to the industry.
|
By Freshworks
The key to winning in today's 'Age of the Customer' centres on the staging of hyper-personalized, meaningful experiences throughout the entire omnichannel customer journey. To achieve this requires an integrated customer-excellence vision that bridges the divide between the physical and digital worlds.
|
By Freshworks
When 76% of consumers say they view customer service as the true test of how much a company values them, you have to make sure that your strategy, and tool, are top notch. Here's a collection of best practices, drawn from our conversations with customers, to help you improve your agents' productivity and win customer love.
|
By Freshworks
What do you do to make sure your customers remain loyal to you? You need to earn your customer's trust and also keep it. How important is it? History shows how well known brands have ignored their customers and suffered for it.
- December 2024 (2)
- November 2024 (2)
- October 2024 (2)
- September 2024 (2)
- July 2024 (1)
- June 2024 (4)
- March 2024 (1)
- February 2024 (1)
- January 2024 (1)
- November 2023 (1)
- October 2023 (2)
- September 2023 (2)
- June 2023 (3)
- April 2023 (6)
- March 2023 (1)
- February 2023 (1)
- January 2023 (4)
- December 2022 (2)
- November 2022 (7)
- October 2022 (4)
- September 2022 (7)
- August 2022 (4)
- July 2022 (5)
- June 2022 (10)
- May 2022 (11)
- April 2022 (5)
- March 2022 (4)
- February 2022 (15)
- January 2022 (7)
- December 2021 (5)
- November 2021 (4)
- October 2021 (9)
- September 2021 (15)
- August 2021 (4)
- July 2021 (6)
- June 2021 (14)
- May 2021 (16)
- April 2021 (21)
- March 2021 (16)
- February 2021 (15)
- January 2021 (11)
- December 2020 (16)
- November 2020 (9)
- October 2020 (5)
- September 2020 (4)
- August 2020 (7)
- July 2020 (9)
- June 2020 (11)
- May 2020 (12)
- April 2020 (17)
- March 2020 (8)
- February 2020 (4)
- January 2020 (8)
- December 2019 (10)
- November 2019 (12)
- October 2019 (9)
- September 2019 (5)
- August 2019 (14)
- July 2019 (15)
- June 2019 (14)
- May 2019 (14)
- April 2019 (19)
- March 2019 (14)
- February 2019 (14)
- January 2019 (16)
- December 2018 (16)
- November 2018 (12)
- October 2018 (6)
- September 2018 (9)
- August 2018 (12)
- July 2018 (14)
- June 2018 (9)
- May 2018 (2)
- January 2018 (1)
- November 2017 (1)
- August 2017 (1)
Freshworks Inc. is the parent company behind the suite of products which includes Freshdesk, Freshservice, Freshsales, Freshcaller, Freshteam, Freshchat, and Freshmarketer. The company’s suite of products is designed to work tightly together to increase collaboration and help teams better connect and communicate with their customers and co-workers.
Founded in October 2010, Freshworks Inc. is backed by Accel, Tiger Global Management, CapitalG, and Sequoia Capital India. Freshworks has its HQ in San Bruno, California and global offices in India, UK, Australia, and Germany. The company's cloud-based suite of SaaS products is widely used by over 150,000 customers around the world including Honda, Bridgestone, Hugo Boss, University of Pennsylvania, Toshiba and Cisco.