San Bruno, CA, USA
May 13, 2022   |  By Krishna Charan
In any profession, success comes to those who are constantly evolving, staying updated on current trends and learning best practices. We often look to leaders and industry experts to show us the way forward whenever there’s a roadblock, and if your work profile is dependent on keeping up with evolving customer trends and expectations, you need ongoing guidance.
May 2, 2022   |  By Akshaya Srikanth
When it comes to customer service metrics and call center KPIs that measure team efficiency, no metric does a better job than average handle time (AHT). A high average handle time signals critical red flags that need to be attended to immediately. This includes warnings about process inefficiencies, the quality of the training you offer, the ease of access to information and resources, and more. So it’s essential to monitor your average handle time, at all times, to make sure it stays low.
Apr 19, 2022   |  By Varnika Om
If you’re looking for an upward career movement in customer service, you need to be prepared to deal with difficult situations from day one. Be it face-to-face, over phone, email or even chat, whenever something goes wrong, a customer service manager will be the first point of contact for customer support agents trying to solve uncommon or complicated customer problems.
Apr 13, 2022   |  By Michael
Customers want to feel understood and heard, and this requires empathy. People with strong empathic abilities are better at establishing long-term customer relationships. But the problem is empathy can be a difficult skill to teach. Since it’s an emotional subject, it can be challenging to find hands-on learning activities, and you don’t want training to feel too forced or heavy-handed.
Apr 6, 2022   |  By Varnika Om
With customer experience becoming more important than ever, interactive customer experience conferences are the need of the hour. Whether it’s a virtual experience, in-person event or a hybrid summit, companies are reimagining customer journeys to reduce friction, accelerating the shift to digital channels, and providing for new safety requirements. With the ongoing global crisis, many organizers have switched to hybrid and virtual conferences.
Apr 5, 2022   |  By Ida Jessie Sagina
Conducting an impactful customer service performance review sets the stage not just for the evaluation and growth of your team members but can also identify larger trends within your support strategy. However, many pieces make up an individual’s customer support career development, and it can get difficult to track them regularly. You’ve got performance metrics to pay attention to, career growth, and paths of interest for your customer service representatives.
Apr 4, 2022   |  By Michelle
Imagine opening your Netflix account and seeing four independent Turkish television shows, an advertisement for a German horror movie, and three movies you’ve already seen, but didn’t really like. Not very helpful, right? Fortunately, Netflix has customized their product to offer personalized recommendations in a way that will please their users, and keep them coming back for more.
Mar 16, 2022   |  By Michael
As CX speaker Zig Ziglar once said: “If people like you, they’ll listen to you, but if they trust you, they’ll do business with you.” When you consider that just a 5% increase in customer retention can boost your profits by as much as 95%, the rewards for gaining and maintaining customer trust are massive. A few extra seconds of effort is all it takes to make a customer’s day.
Mar 10, 2022   |  By Sruthi Srinivasan
2 years into the pandemic, the business landscape has changed with the speed of light. While 74% of professionals expect remote work to become standard, managing a distributed workforce has its unique challenges. Overseeing disjointed teams and handling resource crunch has led to fragmented data, frustrated agents, and poor customer experience. This has made companies ask themselves whether they are ready for the future of work?
Mar 2, 2022   |  By Varnika Om
Customer service representatives rely on their listening skills to understand how a customer feels about a product or service, to resolve customer complaints and to ensure customer satisfaction. However, the first step to active listening is hearing what customers have to say. But what’s the difference between the two? Customer Service listening skills involve not only noting down the words spoken by the customer, but also the nuances of the issue raised.
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.
Sep 6, 2021   |  By Freshworks
Netflix co-founder Marc Randolph's in his keynote at Freshworks ON Fest spoke about the value of innovation, persistence, and optimism and the Netflix’s inspirational origin story. On August 29, 1997, two men launched an online DVD-rental store with 30 employees and 925 titles. They called it Netflix. Watch the video to listen to Marc Randolph speak about the corporate culture that made Netflix a success and went on to dominate entertainment streaming.
Aug 27, 2021   |  By 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.
Aug 4, 2021   |  By 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.
Jul 19, 2021   |  By Freshworks
In the first episode of Fresh Insights, Girish Mathrubootham (Founder and CEO, Freshworks) and Micah Solomon (best-selling author, Senior Contributor to Forbes) discuss building and expanding a global organization to delight and serve businesses of all sizes better. About Fresh Insights: Fresh Insights is a video series that dives deep into the latest thinking from the Freshworks leadership team. Watch to learn more about their perspectives on company culture, product development, go-to-market strategies, and customer experience.
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
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.
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.
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.