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Freshdesk
Freshdesk
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  • Not every person out there has what it takes to provide excellent customer service. And good customer service is something that customer says is hard to come by. At least 45% of customers can’t remember recently having a successful customer service experience. If you don’t offer quality customer service, your customers will leave. Poor customer service... Read More The post 5 Customer Service Skil...

Freshdesk
Freshdesk
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  • Imagine this — you get a question from one of your customers about a recent purchase. You look at your internal tool for their purchase history, then you open another tab for more details and look for notes your teammates have left about this person, so you have a full picture of them. You wish... Read More The post Customer 360: Get a Better Picture of Your Customers from Inside Freshdesk appeare...

Freshdesk
Freshdesk
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  • If you are in the retail business, emails are a great way to engage and communicate with customers. In fact, people spend 17 hours per week checking, reading, and replying to emails, on an average. So, it should come as no secret that better customer emails can boost engagement and purchase rates. But there isn’t... Read More The post 3 Customer Service Email Templates for Retail appeared first on...

Freshdesk
Freshdesk
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  • Why We Need to Continually Look at How to Improve Customer Support The forces of free market economics underline capitalism. They also form a framework that supports competition in marketplaces for products and services. Some might say that you can never have too much competition. It is supposed to keep prices at affordable levels and... Read More The post 7 Customer Service Must-Dos appeared firs...

Freshdesk
Freshdesk
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  • Today, consumers turn to what people are saying about a brand online before deciding to make a purchase. And on social media, more people can view what people are saying about your brand than ever before. 65% of social media users say that they use social media platforms to find information about brands, services, and products. At least... Read More The post Why Social Media is One of the Best Sup...

Freshdesk
Freshdesk
Blog Post
  • Themed campaigns are common in marketing and they work wonders for your brand awareness and lead generation. This time around Star Wars day, there was a different problem that we wanted to solve — adoption of Freshdesk’s Mint version. For those of you who are unaware of what Mint is, here’s a little background story.... Read More The post Star Wars: Episode Freshdesk appeared first on Freshdesk Bl...

Freshdesk
Freshdesk
Blog Post
  • 29.1% of customers prefer to interact with customer service representatives via email. And, the number of email users across the world is expected to increase to 2.9 billion by 2019. But if your customer service emails aren’t helpful, people won’t be happy with you, and you risk losing them to a competitor. In fact, you... Read More The post 5 Easy Ways to Optimize Email Support appeared first on ...

Freshdesk
Freshdesk
Blog Post
  • Your customers want to contact you when they want and how they want. If they can’t, they probably won’t be pleased. 64% of consumers say that they expect for companies to respond to them in real time. That’s why you have to make it as easy as possible for people to get in touch with... Read More The post Omni-Channel vs Multi-Channel Support: Which One is Right for Your Business? appeared first on...

Freshdesk
Freshdesk
Blog Post
  • Do you think it is better to be proactive and plan ahead or be reactive and figure things out as you go? Of course, it’s better to be prepared and be ahead of the game to be efficient. But when it comes to customer support, is it possible to anticipate customer issues? Is it better... Read More The post Reactive Support vs Proactive Support [Infographic] appeared first on Freshdesk Blogs.

Freshdesk
Freshdesk
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  • In the bad old days, being customer service representative wasn’t thought of as a “career.” It was an entry-level job with limited potential for growth. If you were hired into one of these roles, you were expected to muscle through the work until you were promoted out of the department and into a better position.... Read More The post How to Guide Your Customer Service Reps to be Next-gen Leaders ...

Freshdesk
Freshdesk
Blog Post
  • We are already inching towards the end of Q2 of 2018 but it isn’t too late to streamline your support processes. Providing great customer service isn’t only about cost cutting or improving support strategies. It is about leveraging your team’s strengths, data, and support tools. Organizations need to make customer service one of their primary... Read More The post How to Win at Customer Service in...

Freshdesk
Freshdesk
Blog Post
  • Your first customer service team member is arguably the most important person you will hire for this new function. Their skills and attitude will establish the internal culture of the customer service team and the impressions they leave with customers will be the start of your company’s customer service reputation. Finding the right person to... Read More The post What to Look for in Your First Cu...

Freshdesk
Freshdesk
Blog Post
  • Buyers want total and complete control over their purchasing decisions. Whether they’re looking for a product or a service, they want to buy it when they want to and how they want to. The same applies to customer service. They want to be able to use the support channel that’s most convenient to them, and... Read More The post Reduce Resolution Time by Half with Omni-Channel Customer Support appear...

Freshdesk
Freshdesk
Blog Post
  • You’ve landed a cool job in your great company. You’ve realized your dream of helping people be more successful. You’re eager to get started and shine in your new role. But to shine as a customer service representative, you need to put in a lot of hard work. It’s a nuanced role because what works for... Read More The post 5 Customer Service Skills Newbie Representatives Should Work On appeared fir...

Freshdesk
Freshdesk
Blog Post
  • Does your business need a knowledge base? Yes. Is this the right time for you to set up a knowledge base? Yes, it always is. Does your knowledge base give your customers everything they need? Maybe not. Can you do something about it? Absolutely. A knowledge base is the one thing that can be instantly... Read More The post How to Write a Perfect Knowledge Base Article appeared first on Freshdesk Bl...

Freshdesk
Freshdesk
Blog Post
  • Sometimes it’s not about what you do. It’s about what you don’t do and we don’t do a lot so we can do what we do really well. – Jacob Jaber, Philz Coffee Here’s the thing. It’s fairly easy to be customer-focused when you are a small company. You will be able to give more... Read More The post Hiring is not the only way to scale your customer service team appeared first on Freshdesk Blogs.

Freshdesk
Freshdesk
Blog Post
  • Remember when Samsung sent a man a brand new phone in response to a viral Facebook post? Or, how Morton’s Steakhouse decided to surprise a customer at the airport with a Porterhouse steak after he jokingly tweeted at them? Now you might think ‘Oh, those are cool stories! But, I’m not really sure how practical... Read More The post 5 Lessons from Brands to Kickstart Your Proactive Support Journey a...

Freshdesk
Freshdesk
Blog Post
  • POSist is a cloud-based Restaurant Technology Platform that provides complete automation of restaurant operations. It is also one of Freshdesk’s customers. Providing support to over 5000 businesses, across 100+ cities is no easy task. We wanted to find out how, with small team they handled over 200 tickets each day. We spoke to Rajeev Chenthamarakshan,... Read More The post Timely Resolution is PO...

Freshdesk
Freshdesk
Blog Post
  • A few weeks ago, I had written part one of the series on the psychology behind customer behavior. I had talked about the importance of first impression, respecting your customers, how to deliver personalized experience, and the infamous paradox of choice. I promised you a part 2 to the series and here it is. In... Read More The post The Psychology of Great Customer Experience appeared first on Fre...

Freshdesk
Freshdesk
Blog Post
  • Whether you are starting a new business or have a newly formed customer support function, it’s important to have a strong set of metrics on day one to get your operations off to a good start. Delivering high quality and efficient support to your customers is essential to keeping them satisfied and building customer loyalty... Read More The post Customer Support Metrics to Focus on from Day One app...

Freshdesk
Freshdesk
Blog Post
  • Today the General Data Protection Regulation (GDPR) gets enforced. And companies across the globe have spent a lot of time and effort over the last few months interpreting privacy policies and legal documents, assessing product, processes and marketing strategies, and reviewing vendor relationships to make their products and businesses complaint to the new regulation. While... Read More The post I...

Freshdesk
Freshdesk
Blog Post
  • Let’s say you have built a product that you believe is truly great. But is that how your users feel too? How often do you hear from your users about what they liked or didn’t like about your latest feature release? Not every user is vocal about how they feel about your product. If you... Read More The post What 80 Calls with Customers Taught Me About UX Research appeared first on Freshdesk Blogs.

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