In late January 2021, CX executives and industry leaders gathered for an intimate conversation with CNN anchor Fareed Zakaria, author of 10 Lessons for a Post-Pandemic World, to discuss the challenges that business leaders currently face. Zakaria’s book spans political, socioeconomic, environmental, and public health considerations and shows us how business and world events are inextricably tied.
Freshworks is a multi-product SaaS company offering numerous products in the customer experience, ITSM and CRM space, including Freshdesk, Freshservice, Freshworks CRM and more products you can find on our website. As you might imagine, there are various capabilities like notifications and emails that each of these products must offer, instances where the technology involved is deep in terms of complexity. We would benefit as an engineering organization by solving them exactly once.
In the business world, the necessity of successful digitization is becoming unavoidable, and there may be no area in which digital transformation is as important as customer support. Consumers have questions and problems, and they want them addressed immediately and on their own schedules. As a result, lots of companies are pouring resources into their digital transformation projects. Unfortunately, those efforts often fail due to a lack of planning or lack of employee buy-in.
Customer retention is a crucial part of any business’s operations. You’ve heard it all before – it’s much easier to get an existing customer to buy from you again than it is to win new customers. Your chance of selling to an existing customer is between 60–70%, compared to 5–20% for a new customer. Do you spend time marketing to your current customers and drawing them back into your sales funnel?
Last week, we were privileged to have some incredible industry experts from Retail Week, PayPal, Shopify, Parcelhub and Medallia discussing the most pressing matters in retail at an event we called Let’s Talk Shop – Your retail CX roadmap for 2021. We’ve put together this piece so you know what happened and what to take away.
A decade ago, where employees were concerned, the word ‘remote’ was used to describe workers in far-off offices. Today, it is the new cool. As a result of technological advancements and collaboration tools, working remotely now represents a more productive option for companies across different niches. According to a Gallup Poll, about 43% of gainfully employed Americans work remotely. With the influence of the COVID-19 pandemic, you can expect this number to go up.
“While virtually all customer success management initiatives start out as “churnfighters,” you can’t stop there. The challenge is to gather and use the data from every interaction to move your team out of reactive mode and into far more effective proactive stances.”1
A chatbot is an AI virtual tool made to simulate a conversation with a user through apps, websites, and even on the phone. With a chatbot, you can sell your products, get appointments for your services, and provide customer service, all around the clock In this article, we’re going to show you how twenty-five companies use chatbots to boost sales and engage with their customers in the best way possible.
Sales engineering is becoming increasingly more important for service-based businesses. It’s time to start paying attention to the role of technical sales in your business. The truth is, without technical sales, you cannot sell. If you want to deliver solutions that meet your target market’s needs, you must bridge the gap between internal teams and customers.
You do your best to provide outstanding customer service. You work hard, follow best practices, and go the extra mile to try and deliver a positive customer service experience. But how do you know if it’s working? To really understand what your customers think about your company, you’ll have to ask them. That’s where customer satisfaction (CSAT) surveys come in. Customer satisfaction surveys are a great way to find out how you’re doing — and how you can do even better.
