In the past, support was just answering phone calls coming into a call bank. The customer didn’t expect anything other than getting the answer to their question, and as long as they did, they were satisfied. However, as support has grown more prolific, the bar for customer loyalty has become higher as well. Being able to measure and understand the quality of your support responses has also become more important.
There’s an unfortunate pattern amongst the Silicon Valley set whenever a startup heralding from their midst is subjected to even mild scrutiny. It’s perhaps best illustrated in its archetype by this tweet from Paul Graham: In 2008, Facebook had a mere 100 million users. In 2018, they had over 2 BILLION users. The scope of a startup’s impact and influence is correlated to the amount of scrutiny it receives. This is a feature, not a bug!
I hear from people all the time who’ve been following this blog, read our books, been loving Rails, become impressed by a job post, or been inspired by a conference talk we’ve given. It’s intensely gratifying to hear how something you put into this world has had a chance to affect someone. Especially when the impact was large enough to open up a novel perspective or prompt real change. It warms.
Welcome to our monthly round-up, where we share with you some of the latest additions to the Freshdesk Marketplace. This month, we’re happy to announce that we now have 700+ apps on the Freshworks Marketplace across three products – Freshdesk, Freshservice, and Freshsales. There are more exciting updates coming your way, but let us start off by looking at the new apps that have entered the marketplace!
We all know that feeling – a new cloud tool, modern and shiny, that will help solve at least one of your problems. "Will this be adopted by the organization or is this just another grave-yard project from IT?" is another worry we are all too familiar with. In my daily work with customers I collect regular insights and decided to share some of my most vital learnings with you.
Following Wire’s recent success with government institutions in both US and Europe, Wire is now available via the UK's Crown Commercial Services G-cloud 11. This means that public sector customers in the UK will benefit from: Wire is the most secure collaboration platform. Government institutions will benefit from the most advanced security features - securing messages, communications, calls and files in all environments.
Every day, customers are comparing you to the best customer experiences they have, even if that’s Amazon and you’re a time-honored regional banking institution that has never shipped a book or a case of cereal in its 150-year history. Not fair but true all the same. It doesn’t matter if you’re good; you have to improve. No longer are most people willing to carve out time in their day for a trip to a brick-and-mortar trip just to do a simple transaction.
Learn about some great news app to help improve and extend your Zendesk experience.
Your new gadget didn’t arrive this morning from that big online retailer as promised, and you need to contact them. Where do you go first: a phone call? your laptop? Maybe less likely, text them? Ping them on Facebook, Twitter, Instagram?
Customers shouldn’t need to know how your customer support channels work to get help. They don’t need to know that Twitter feeds into your help desk and that your chat channel offers self-service solutions using a friendly chatbot. Customers, in other words, aren’t interested in your omnichannel solutions. What customers need is to be able to get help easily, when they want it.
