San Bruno, CA, USA
Sep 23, 2022   |  By Michael
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.
Sep 8, 2022   |  By Varnika Om
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.
Sep 6, 2022   |  By Ida Jessie Sagina
A toll-free number, an email address, and a bunch of office addresses arranged randomly. If that’s your idea of a ‘Contact Us’ page for a business website, then you’re losing out on a lot of valuable opportunities with your contact us page.
Sep 2, 2022   |  By Rohit Viswanathan
A customer’s journey begins much before they become your customers. If you wish to grow a loyal customer base, you need to understand how to deal with different types of customers. You can categorize the different types of customers by identifying the specific needs of each potential customer or customer segment. Search for your brand on review websites or social media. You’ll get a bunch of different reviews & reactions to your products and services from customers.
Aug 9, 2022   |  By Ida Jessie Sagina
One of the primary responsibilities of a customer support manager is to monitor your team’s performance and help them deliver outstanding customer service efficiently. A customer service dashboard is the perfect tool for you to track your support team’s efficiency and also know how happy your customers are with the support you offer.
Jul 22, 2022   |  By Rohit Viswanathan
A well-thought-out shift schedule can be your competitive advantage, especially in industries that need to operate 24/7, like healthcare and law enforcement, and in companies that need to offer round-the-clock support. Not only will a customer service representative’s shift schedule impact their overall mental and physical health, they also disrupt sleeping patterns – which can affect an employee’s energy and durability.
Jul 12, 2022   |  By Akshaya Srikanth
No matter how great your products or services are, some customers are bound to run into problems. That’s an unavoidable truth of business — but you can still avoid losing unhappy customers by dealing with them in the right way. Interactions with your support team can make all the difference in how your unhappy customers behave. A negative interaction could lead them to write off your company forever, while a positive one could convert them into a loyal customer for life.
Jul 7, 2022   |  By Ida Jessie Sagina
If you’re an avid Agatha Christie fan, you’ll notice the rough sketches and maps that the author adds to recreate the murder scenes. The courtyard, bedrooms, and living room are all mapped to help the reader visually reconstruct the happenings of the ominous day. The author is also content, knowing that the readers are in step with her as she takes them along the journey to solve the mystery.
Jul 6, 2022   |  By Akshaya Seshadri
It shouldn’t come as a big surprise that a positive customer onboarding experience ensures that your customers feel like they made the right choice by picking your product or service from the first moment they start using it. It also, eventually, helps you retain them. But what does customer onboarding mean, and what are the must-have strategies to make the process hassle-free for your prospects and customers? Read on.
Jun 24, 2022   |  By Varnika Om
Customer support vs customer success – two terms that have been seen as the same function in some companies, while also operating as completely separate groups within others. While customer support is key to solving customer problems and producing great experiences, customer success is responsible for empowering customers, keeping them happy on your platform/ through your services, and bringing them back for more.
Sep 8, 2022   |  By Freshworks
Analytics is built for for every Freshworks Customer. With Analytics, you can deep dive into your data and obtain insights, specific to your business. Analytics is a no-code platform built for everyone - you decide which metrics you want to track, how you want to see them and you can do it without having to write even a single line of code. Power-packed features to help with business insights.
Sep 2, 2022   |  By Freshworks
No reviews or negative reviews? Get the answer from Godard Abel, CEO and Co-founder of G2. One of the first things customers look for before making a purchase is authentic reviews from fellow shoppers. In fact, about 95% of customers read reviews before making a purchase. Customer reviews provide social proof, build credibility, influence consumer purchase decisions, and help boost online sales by 18%.
Aug 29, 2022   |  By Freshworks
Say hello to a more delightful analytics experience. Here’s the host of new feature enhancements that await you: With Analytics, you can deep dive into your data and obtain insights, specific to your business. Analytics is a platform built for everyone - you decide which metrics you want to track, how you want to see them and you can do it without having to write even a single line of code.
May 26, 2022   |  By Freshworks
The Neo Admin Center is a centralized console that provides customizable security, user management and billing controls across the Freshworks suite. This video is a deep dive into the capabilities of the module and how it simplifies the core requirements of managing tech stacks that are vital to businesses.
Mar 22, 2022   |  By Freshworks
We talk about who we are, what we do, why we're excited, and why you should be too. All this in around two minutes, so do hit play, We hope you like it, it'll really make our day.
Feb 22, 2022   |  By Freshworks
According to neuroscientist David Eagleman, your brain isn't a single entity. It is a parliament. And three systems are responsible for delight. In our global live+virtual event Refresh 2021, at Mandalay Bay in Las Vegas, David presented his keynotes on certain aspects of ‘making delight easy’ for customers and employees of various businesses: the science of delight. David explained the decision-making process of the human brain along three intricately intertwined phenomena: evaluation, emotion, and the social context.
Dec 17, 2021   |  By Freshworks
“Delighting customers should be easy.” says Girish Mathrubootham, the founder and CEO of Freshworks. In this video, we explain The Art of Easy and how Freshworks does it. To make delight easy for customers, businesses must champion what Girish called ‘the art of easy’: focusing on the customer and employee experience, solving their problems quickly.
Nov 10, 2021   |  By Freshworks
We asked our team to about Freshworks and here are the results. Freshworks makes it fast and easy for businesses to delight their customers and employees. For us, delight is not a means to an end, but an end in itself.
Sep 20, 2021   |  By Freshworks
Mariano Bañón, Global IT transformation program manager for Webhelp shares his experience of working with Freshservice. Mariano is leading an initiative in Webhelp to simplify IT processes and technology for more than 60.000 employees worldwide. One of the initiatives under the program is to rollout Freshservice across different regions and shared services. In this episode, he will explain how and why Webhelp's IT team made the decision of shifting their IT support strategy, and the challenges they have faced along the way.
Sep 13, 2021   |  By Freshworks
For Comensura, the ability to quickly route queries from their client base to the right group and agents, and resolve them efficiently, is key to delivering great customer service. Comensura have used Freshdesk to increase their resilience, enable new ways of working and achieve their KPIs. Amazing Customer Stories is a video series by Freshworks interviewing leading organizations who have adapted their customer service during the Coronavirus crisis.
Aug 1, 2018   |  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?
Aug 1, 2018   |  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.
Jul 1, 2018   |  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.
Jul 1, 2018   |  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.
Jun 1, 2018   |  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.
Jun 1, 2018   |  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.

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.