Teams | Collaboration | Customer Service | Project Management

Be it getting a ride whenever you want or ordering your favorite pizza from the comfort of your couch, on-demand platforms have made our lives quite convenient. A recent Burson-Marsteller’s survey about on-demand economy found that 86.5 Million Americans (42% of adult population) have used an on-demand service already. Added to this, the Harvard Business Review declared that the wide array of OnDemand apps and platforms have been adding 22.4 million users every year.

The Marketplace has been growing week on week and as usual, we have a new set of apps that have been added to our marketplace this month. This month has been an exciting time for us as we also had our partner webinar with CxMoments on 1o July 2018. Let’s dive into what the Freshdesk marketplace brings to the table this month to boost your customer experience and customer engagement.

Not a single day passes without negotiation for a customer service agent. It could be during conflict resolution or feature requests or when you are recommending an upgrade. Being a customer service agent is more than just dealing with difficult customers. Strong understanding and effective persuasion are the guiding stars to conduct a good negotiation. One also requires top-notch people skills to be adept in the art of negotiation.

No matter how great your products or services, some of your customers are bound to run into problems. That’s an unavoidable truth of business — but you can avoid losing customers because of those issues. It just requires a little extra effort on the part of your customer service team.

Why Data? At Facebook, there’s a well known phrase that goes “Data wins arguments”. I wouldn’t say that at CloudApp we’re a deeply argumentative bunch, but we do like to come up with hypotheses, test them, and see the results.

Artificial intelligence, or AI, is slowly becoming a part of our daily lives. Siri and Alexa are now household names, and their users have grown accustomed to how easy they make it to access information. And while these types of virtual assistants are primarily for personal use, AI also presents huge opportunities for businesses, particularly for customer service.

Like any other profession, a career in customer service comes with its own hurdles and challenges. With so much information out there and a steep learning curve, it is very normal for an individual, new to this space, to find customer service daunting in the beginning. This article is aimed at helping you get started in customer service by preparing you for the most common challenges you will face in support.

When businesses are starting out, they prefer a shared mailbox for customer support. And it’s understandable because the volume of issues is quite low. But things change drastically when the business expands. When teams get bigger, there are inevitable trade-offs one of which is a cluttered and overflowing mailbox. This calls for a switch to a better process of handling customer issues or tickets. But how do you know when you are ready to switch from a shared mailbox to a helpdesk software?