2023-08-01 13:01
Hold on to your hats, folks!
The dynamic landscape of customer service is constantly evolving, striking a delicate balance between innovative change and enduring constants. We’re thril… Read More
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The webpage has a series of blogs revolving around customer support, experience and software
2023-07-28 09:30
An array of new AI tools bring welcome relief for overworked IT teams
If there’s one team in any business that understands the power (and limitations) of artificial intelligence, it&r&hell…Read More
2023-07-12 16:38
Freshworks CMO Stacey Epstein on how CIOs can boost software value while lowering costs
Business software today can be overly complicated, expensive, and a drag on productivity. That’s… Read More
2023-06-30 02:00
The fastest-growing jobs today are driven by technology—and, increasingly, artificial intelligence. AI and machine learning specialists, for example, top the list of fastest-growing ro… Read More
2023-06-29 17:39
During Freshworks’ Q2 ’23 Launch Event on June 22, we unveiled new product features that can bring the power of generative AI to businesses of any size.
Access to AI is necessary… Read More
2023-06-21 12:11
How Freshworks’ latest product announcements bring the power of generative AI to businesses of all sizes
Building software that delivers value to customers comes naturally to us at Fr… Read More
2023-06-14 11:06
Prasad Ramakrishnan sheds light on leveraging generative AI for enhancing employee experience and agent productivity
The disruptive nature of generative AI in business is becoming growingly… Read More
2023-06-05 16:11
For years, companies have explored the value of employees pursuing “stretch” projects outside their daily jobs. Google’s “20% time” policy, for instance, produc… Read More
2023-05-26 15:43
Ramesh Parthasarathy demystifies the future of business software and spills the beans on the company’s vision for AI.
Generative AI in the hands of everyday business users is one of t… Read More
2023-05-18 08:32
Srinivasu Chakravarthula has dedicated his life to building accessible product experiences. After two decades of helping organizations build accessibility practices, he joined Freshwor… Read More
2023-04-12 05:11
In November 2020, Venkatraman Krishnamoorthy joined Freshworks with an ambitious mission.
I had my eyes set on building the most committed, consistent, and capable sales team that can drive… Read More
2023-04-04 08:42
Have you ever managed the Cassandra cluster? If the answer is yes, you know the importance of monitoring Cassandra. If not, read through this blog, and you will understand it. You will see h… Read More
2023-03-27 06:23
A pre-trained model in natural language programming consists of a saved neural network that was previously trained on a large dataset.
While neural network-based models offer state-of-the-ar… Read More
2023-03-07 06:17
To prioritize comprehensive growth, the Freshworks leadership team drafted a set of competencies and behaviors known as the Freshworks Leadership Competencies.
One of my teachers in sc… Read More
2023-03-03 08:07
For Bindiya Surya, a national-level cycling champion and talent acquisition lead at Freshworks, crafting a compassionate candidate experience is all about going beyond the staples of hiring… Read More
2023-02-28 11:07
Like every leading SaaS company, our Freshworks website is the primary storefront for customers and employees. Our website serves as the landing page for users to experience our products and… Read More
2023-02-27 06:17
Milan Vukas believes in only selling technology that he would “personally love to use.”
An early-stage startup mentor and digital advisor for small and medium-sized businesses in… Read More
2023-02-15 14:27
Preethi Nunes’ commitment to quality drives her at work—where she ensures Freshworks products meet the highest standards and exceed customer expectations.
Customers today are loo… Read More
2023-02-10 04:30
Freshworks was founded in 2010 with the vision to reinvent customer experiences, and while the company has since grown to over 5,000 employees, the thrill of the startup journey is still top… Read More
2023-02-07 02:27
In today’s challenging economic climate, business leaders face a complex challenge: cut costs wherever possible, yet continue to invest in areas that drive long-term sustainable growth… Read More
2023-02-02 10:09
Jenkins is a popular, extensible automation server that can be used as a simple Continuous Integration (CI) server or turned into a Continuous Delivery (CD) hub for any project. Jenkins is p… Read More
2022-12-19 13:59
With both consumers and businesses facing record inflation, we wanted to know how rising costs are affecting customer experiences. To understand U.S. consumer sentiment, we surveyed 2,000 Am… Read More
2022-12-15 04:23
When you empower people with trust, fulfillment, and the right resources, success takes care of itself. This is one such Freshworks story.
It happened on an autumn Wednesday. The date was Oc… Read More
2022-12-13 13:35
“You must unlearn what you have learned.” – Jedi Master Yoda, The Empire Strikes Back
In modern cloud computing, things don’t always start off as the most scala… Read More
2022-12-08 09:38
In the midst of rising inflation and swirling economic uncertainty, a strong customer experience is crucial for businesses heading into the new year. But what support agents think makes a gr… Read More
2022-11-29 10:51
At Freshworks, we have always believed that businesses that build together scale together. With partners being a core part of our success, we have always championed collaborative innovation… Read More
2022-11-24 09:04
Abinaya Ramakrishnan’s journey from campus to the corporate world is paved with nervous anticipation, self-exploration, excitement, and a solid ambition to carve her path in the ever-g… Read More
2022-11-09 17:09
The Freshworks Fall ’22 Launch highlights our top new product capabilities and solutions from the second half of 2022.
Our announcements are focused on three areas:
Conversationa… Read More
2022-10-28 09:31
“We’re here to put a dent in the universe. Otherwise, why else even be here?”–Steve Jobs
Shobana Peter has always wanted to work in an organization that empowered eng… Read More
2022-10-19 08:48
Carl Price joined Freshworks with a mission—to inspire and deliver world-class business-to-business (B2B) prospecting with innovative technology and human engagement.
As the Glob… Read More
2022-10-14 13:10
“Just because a man lacks the use of his eyes doesn’t mean he lacks vision.”
– Stevie Wonder, American singer-songwriter
Tap. Tap. Tap. That’s the sound of free… Read More
2022-09-27 06:30
Ashima Purohit first came across Freshworks in the summer of 2018 when she was planning to move back to India from the US. “Freshworks popped up as a promising startup in the SaaS spac… Read More
2022-09-22 15:18
Our Tech Pros might work behind the scenes, but the impact of their hard work is evident in all we do. We’re excited to feature a few members of our Kudumba from across the globe to le… Read More
2022-09-20 13:36
Our Tech Pros might work behind the scenes, but the impact of their hard work is evident in all we do. We’re excited to feature a few members of our Kudumba from across the globe to le… Read More
2022-09-13 09:27
Wp-admin or the WordPress admin dashboard is the control panel for your entire WordPress site. It’s where you can create, update, and manage your content, add functionalities with plug… Read More
2022-09-02 10:34
“Life is our resume. It is our story to tell, and the choices we make write the chapters.”
—Matthew McConaughey, Greenlights
In college, Vijayaraj M was such a fan of the a… Read More
2018-10-28 18:42
Welcome to Freshdesk Blogs Sites. This is your first post. Edit or delete it, then start blogging!
The post Hello world! appeared first on Freshdesk Blogs - Our Blog on Customer Support, Sta… Read More
2018-10-26 13:53
The field of customer support has been garnering more and more importance in recent times. As companies begin to realize the value added by having a first-rate customer service team, there h… Read More
2018-10-26 05:24
In this month’s roundup, we are excited to announce that the Freshworks Marketplace has hit 500 apps! That’s right, we now have 500 apps across Freshdesk, Freshservice, and Fresh… Read More
2018-10-25 10:01
If you wish to win, first do what everyone else is already doing. Then move to something that many can’t do. Then work on something that would give you an edge over the othe… Read More
2018-10-24 13:45
Support is no longer a role where you’re just expected to answer the questions of customers. Support has grown to be a role which influences the decisions of every other department, an… Read More
2018-10-23 11:01
Support, despite being uniformly similar in principle, is incredibly different across individual industries. Yes, people still need help with a product or application, and the customer suppo… Read More
2018-10-23 07:18
Support, as an industry, is mostly based on soft-skills: the interpersonal skills required to be skilled at talking to, interacting with, and helping people. Soft skills are extremely hard t… Read More
2018-10-17 12:51
No two days are the same for Bharghavi KKA, Manager of Customer Support at Freshworks.
Each day brings in a new problem to find answers for. Her ‘not-so-mundane’ day starts at 9… Read More
2018-10-17 11:02
It would be easy to think the benefits of AI are massively overhyped. Every day there’s another article extolling the future of robots answering customer questions and reducing t… Read More
2018-10-16 10:43
The last eighteen months or so has seen another shift take place in customer service with the increasing ubiquity of messaging. While social customer care was always able to deliver in terms… Read More
2018-10-16 09:27
In the world of e-commerce customer support, it’s easy to be overwhelmed by tickets. And it can be a nightmare.
Too many tickets + not enough agents to answer them = complete support… Read More
2018-10-15 16:53
Measuring the productivity of the customer support team in terms of the overall company profits might seem like mission impossible. But it isn’t. In the long run, your customer support… Read More
2018-10-15 12:42
Creating a great customer service experience for your audience is essential. But it’s arguably even more important for SaaS companies with tools that aren’t always the most self… Read More
2018-10-13 15:07
Like most things in life, customer support is better when there is a strategy behind it. Without a game plan for how to approach disgruntled customers, your brand will fall flat. And when yo… Read More
2018-10-12 12:09
Your customers are the life-blood of your business. Your company exists to provide products and services that fulfill customers’ needs and provide things that they value. That may seem… Read More
2018-10-11 16:20
Healthcare is a customer service industry. Companies (and customers) live or die based on the quality of care provided and the daily interactions between staff and patients. The first key to… Read More
2018-10-10 11:52
Picture this – you are trying to track a lost purchase in the mail. None of the self-service options available are in the language you speak. The agent you finally get to speak to does… Read More
2018-10-09 14:08
Employee retention in retail is low, so it can be hard to hire and keep the customer service representatives you need. And some retailers out there that expect to have high employee tur… Read More
2018-10-08 10:38
There’s no arguing the fact that great customer support is a necessity for every SaaS brand. Without it, establishing and maintaining a happy user base would be virtually impossible. T… Read More
2018-10-06 14:50
When it comes to customer support, one has to deal with thousands of complicated situations on a daily basis. During every customer interaction, it’s not only important for you to star… Read More
2018-10-05 14:29
As your customer base grows rapidly, your support team is left with the difficult job of keeping this growth smooth and comfortable for every customer, despite the ever increasing influx of… Read More
2018-10-04 13:58
Did you ever have the feeling that your customer support efforts are sometimes too much trouble? I’m sure you did, and I’m here to not only highlight the importance of top-notch… Read More
2018-10-03 13:42
Surveys are a cheap yet simple way to get feedback from your customers or users. A well-designed survey that delivers a good user experience can ensure not only higher response rates but als… Read More
2018-10-01 14:53
Looking to build a kickass customer support team? Then think no more. You need to hire the best because these are the people that will make your company look good. And not just that, they wi… Read More
2018-09-30 18:01
Customer Service Week was originally created in 1984 to recognize the importance of excellent customer service to our industries and bring into limelight the thousands of faceless voices on… Read More
2018-09-29 16:23
A recent Dimension Data Report revealed that 83% of organizations view customer experience (CX) as a key differentiator. Though there are more such reports favoring it, brands have the… Read More
2018-09-28 14:18
As a SaaS company, you’ve likely seen the success stories of tiny startups amassing crazy amounts of users and revenue, seemingly overnight. Of course, these stories don’t necess… Read More
2018-09-27 14:52
Support is a team game.
Customer queries often require agents to team up, collaborate across groups (sometimes, even organizations) to find answers. The major challenges that teams face when… Read More
2018-09-27 13:26
Though many different factors play a role in a SaaS company’s success, customer support is one of the most important. This team is responsible for helping prospective users convert int… Read More
2018-09-26 14:06
Metrics play a crucial role in customer support. But real value creation lies in the understanding of focusing on the right metrics. Benchmarking the right metrics on the basis of the c… Read More
2018-09-25 13:43
It’s been another exciting month here at the Freshdesk Marketplace and we’ve added 50+ apps to our directory this month alone! Here’s a quick look at some of the apps that… Read More
2018-09-24 13:59
Service and support have always played an essential role in brands’ abilities to satisfy and retain customers. That’s certainly true today, as consumer expectations in this area… Read More
2018-09-21 14:47
This October will mark the one year anniversary of Freshdesk Mint. We rebuilt Freshdesk from the ground up a year ago to make it faster, easier and more intuitive to use. Our aim was to impr… Read More
2018-09-21 13:34
Customers now want great customer experience over customer service. But wait, how is customer experience any different from customer service? Aren’t they one and the same? Well, you&rs&hell…Read More
2018-09-20 13:00
A lot goes into running a successful SaaS company. From research to development to marketing, many factors play a role in your ability to establish the solid customer base you want. One of t… Read More
2018-09-19 13:29
Customer service and support are integral parts of the SaaS business model. They help customers find the information they need, resolve any issues, and establish the retention rates you need… Read More
2018-09-18 13:38
Providing excellent customer service is a necessity for any e-commerce store. And if you really want to please your customers, you need to be ready to offer assistance whenever they need it… Read More
2018-09-17 13:17
Today’s consumers have more options to choose from than ever before when they’re purchasing any product. And as an e-commerce retailer, your business provides a very different sh… Read More
2018-09-16 13:29
Speed is of the essence when it comes to customer support. Steve Benjamins, owner of sitebuilderreport.com, decided to test out how quickly companies can respond to tickets. He personally em… Read More
2018-09-14 12:24
Service and support play important roles in every company, and that’s especially true for those who sell directly to individual consumers. But as an e-commerce retailer, you can’… Read More
2018-09-13 12:18
When most companies take support calls or deal with customer emails, they give those responsibilities to a dedicated team. It’s just the way business is done, right?
The SaaS company… Read More
2018-09-12 11:51
Every e-commerce business needs a great support team in order to succeed. No matter how well you design and manage your site, shoppers are bound to have questions and concerns. The way your… Read More
2018-09-11 14:57
Every e-commerce business needs a great support team in order to succeed.
No matter how well you design and manage your site, shoppers are bound to have questions and concerns. The way that… Read More
2018-09-10 11:26
In today’s world, you might often encounter an automated service that’s hard to relate to, especially when it comes to customer support. Yet, sometimes, there will be so many req… Read More
2018-09-10 10:42
Some businesses are hesitant to invest in customer service and see it essentially as a necessary (but annoying) expense. This is a mistake. Although building an excellent support team and pr… Read More
2018-09-07 11:28
When it comes to customer service, the most important thing you need to shine is an excellent team. However, a great team won’t just happen in a day. The best way to make sure that you… Read More
2018-09-07 05:46
When we heard that customer support and customer success go hand in hand at PlayVox, it got us thinking. Curious to find out more, we interviewed their Customer Success VP Joseph McFadden an… Read More
2018-09-06 14:09
No matter what you do, your customers are going to need help using your SaaS product. It’s just a matter of time. Even Apple, the world’s first trillion-dollar company, needs to… Read More
2018-09-06 08:51
Until customer retention took priority over acquisition, customer support was considered the least favorite department which organizations believed made no profit. But, times have changed no… Read More
2018-09-05 13:00
Great customer support is an essential part of any e-commerce business. It’s how you help shoppers determine the best products for their needs, make sure they’re satisfied w… Read More
2018-09-04 09:40
Many elements go into running a successful e-commerce store. From developing and sourcing products to maintaining a user-friendly website to fulfilling and shipping orders, managing a profit… Read More
2018-09-03 10:30
Just last week, we spoke about the dos and don’ts of chatbot conversations. Today, in this post, I will share a few tried-and-tested tips for providing a great chatbot experience for y… Read More
2018-08-29 12:53
Customer support has evolved over the years from the traditional call center to omnichannel support. Digitalization has made customers expect brands to have an extensive online presence. Yet… Read More
2018-08-27 15:08
Providing good customer support is a team game.
Large or small, established enterprise or scrappy startup, support agents need to collaborate and work together to get answers. For example… Read More
2018-08-27 07:03
Social media — the jungle where no one has any idea what happens.
I honestly love the internet (I was born in 96’ so that’s not a surprise), with all the emojis, GIFs, meme… Read More
2018-08-24 14:19
‘What’s the big deal with technical support emails?’, you might ask. Aren’t they simple? In theory, they are, and yet many customer support agents manage to make a su… Read More
2018-08-24 08:26
When it comes to the customer service industry, one of the most useful tools a support agent can have at their fingertips is a good customer support software. Now, the most obvious reason fo… Read More
2018-08-23 12:49
If you found this post, you already know that customer service is key to reducing churn and increasing each customer’s lifetime value. In fact, 66% of consumers will switch brands beca… Read More
2018-08-22 07:44
In today’s fast growing economy, customers service expectations from businesses and brands have sky rocketed. Providing the kind of customer service that retains existing customers and… Read More
2018-08-21 09:21
Customer support has become one of the main product differentiators. Along with product features and pricing, customer service can also help you get more customers and retain them as well. A… Read More
2018-08-20 09:55
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&rs&hell…Read More
2018-08-19 08:26
Any organization comprises different functions, such as marketing, sales, product, customer support, etc. In very small companies, the owner may perform all these functions themselves. As th… Read More
2018-08-17 16:40
Designing customer satisfaction surveys that get results isn’t only about writing questions. It is about engaging with your customer in a thoughtful and deliberate way to understand th… Read More
2018-08-16 12:26
A great resume is the gateway to any job interview. And if you’re looking to change your career to customer support (congratulations; it’s a big decision) it’s time that yo… Read More
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