Announcements and Events
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Hey Community! The 5th edition of the CX review is out. We surveyed experts and practitioners to identify and unveil CX trends that will likely play out in 2022. Read it here. And this is your chance to explore the topic with our in-house specialist, Meeta Sharma. Grab a cup of coffee, and hang out with us on 28 February at 9:30 AM PT to dive deeper into these CX trends. Ask questions, get insights, and network with your peers. To help you get a head start on the coffee chat, here are some of the high-level takeaways from all the interviews and research we did: There will be more CX representation at the top table. The role of a CXO will become essential and hence more defined. CX veteran Greg Tucker shares the defining tenets of their role. Basics, consistency, and focus will define customer experience in 2022-Gurnoor Dhillon, CEO at GoToko explains why simplicity is the ultimate sophistication. Experiences will move from automation to prediction. It would mean that CX teams will
REGISTERWe invite you to join our third "Community Hours" session and bring you the opportunity to learn and connect with the Freshworks developer community. Topic: Crayons v3 ReleaseSpeakers: Meet platform experts - @kaushalc @arvindan.ta @kishoreSOS @Shravan_K When28th April 20225:30 pm IST (India)| 2:00 pm CET| 1:00 pm GMT (London)Check your time zone Session Details: Here’s why you should attend! Crayons the design system and library of Web components have become very popular among developers building apps for the Freshworks marketplace. It is being used by more than 300 apps and is growing rapidly with newer apps adopting Crayons daily. Crayons helps developers reduce time to market and be compliant with the Freshworks design guidelines.V3 release has a ton of improvements and a number of new components that have been asked by the larger developer community have been added. Now things like accessibility and internationalization come out of the box with Crayons. The Freshworks mar
We invite you to join the second "Community Hours" session and bring you the opportunity to connect with the Freshworks developer community.REGISTER Topic: Using Request Method to Make API Calls in Freshworks AppsSpeakers: Meet the Freshworks platform expert @Raviraj When:24th March 20225:30 pm IST (India)| 1:00 pm CET| 12:00 pm GMT (London)Check your time zone What will we cover?In this session, we will go over making API calls with Request Method from the Freshworks apps, what does the platform offer for security, the limitations involved, and the options to overcome the limitation.Making API requests are critical for the integration apps and to retrieving and modifying the data on Freshworks products. Security is an important aspect as these transactions happen over the internet and require authentication and authorization mechanisms to securely share the data.What will you learn? How to make API requests from Freshworks Apps Why use the Request Method feature of the platform?
We are super excited to kickstart our latest initiative “Community Hours” on the occasion of the second community anniversary! It would be a monthly virtual catch-up to connect and learn from the experts in the community and know more about the Freshworks Developer Platform.Topic: Types of Apps You Can Build Using Freshworks Developer PlatformSpeakers: Meet the Freshworks platform experts @satwik and @Saif When:24th Feb 20225:30 pm IST (India)| 1:00 pm CET| 12:00 pm GMT (London)Check your time zone. REGISTER NOW What will we cover:In this session, we’re going to showcase how with different ways you can build the apps and unlock opportunities with Freshworks. As an attendee, you will get to know how to solve business problems based on the app distribution model that works for your use case. We will also delve into standard requirements developers often recognize to take their apps to users.What will you learn? App Platform Apps for Custom Problems Apps for Common ProblemsCode Cover
Masters of Moment: Matt Abrahams | Episode 3LinkedIn Live
For the third episode, we want everyone to understand one major thing; customers want to be heard. They care about being acknowledged and feeling understood.However, listening can easily become a background event; an activity occupying your surroundings, but not your consciousness. The difference between simply hearing what’s being said and really listening is attention.Cultivating attention opens up [mental] pathways that let you focus on customer problems better.Join us on Wednesday, Feb 16th, 2022, along side Alan Berkson and Matt Abrahams, as they talk through cultivating the sense & skill of active listening.To register for the event follow through to the event page below, and if you’d like Matt to answer some of your questions, write them down below!
2021 was an important year for the Refresh Community - We were able to move many of our users from our internal forums and Slack to a single hub for all to collaborate, discuss, and share ideas.Work continues as we try to iron out new ways to meet your expectations and deliver delightful and insightful experiences – so thank YOU, for participating, sharing and welcoming new members! We want to take this opportunity to give a shout out to a few of our contributors that have helped grow this community, from engagement to moderation and everything in between. MODERATORS OF THE YEAR @hemanth.ramya, @Keer, @harshaa.sridhar – our champions taking care of the Customer Experience board, from support to hosting AMAs! @gururag.kalanidhi, @Aishwarya Parthasarathi, @Manasa Kumar – our heroes holding down our Sales & Marketing discussion board! @rajagopal.baladhandayutham, @sanofar.allahpichai – the team moderating conversations & discussions taking place on the Employee Experience categor
Hey Community folks,Before we wrap up 2021 (and our 12 days of Refresh Community), here’s a bonus video from CX consultant and subject matter expert, @Micah Solomon In this video, Micah Solomon shares his take on the topic, ‘How to avoid customer service pitfalls’ - a series of easy to remember best practices that a support agent can immediately include in their own conversations.Avoid defensive language Remember to smile, including when you are on the phone Beware of the cliff of dissatisfaction Remember that you can offer far more than mere transactional value Expect things to go wrong - and be prepared.If you would like to know more, or have a question for Micah, feel free to add it in the comments below. Until next time,
📣Calling all Community members,The Refresh Community should be your one stop solution to learning more about your Freshworks products, from experiences shared and lessons learnt. One of the many ways we are trying to reach this goal is by launching threads such as this that encourage our customers to share their best practices. We believe it is the best way for you to get the most out of your product at any given time. So here it goes - How are you managing the holiday rush and making your customers smile using Freshworks? (We know you do) Go ahead, share your stories/ideas/thoughts in the comments below It can be invaluable to the larger community of entrepreneurs like you, especially since the holiday season is here. #FreshworksHolidayChronicles
It’s been four months since we launched The CX Review - a monthly publication that breaks ground on all things CX. Since launch, we have explored how CX champions can navigate uncertain times by leaning into principles of customer centricity (Issue 1), how they can help chart a clear path to business growth (Issue 2), lean into technology to improve their latitude of actions (Issue 3) and get better at shaping customer journeys that deliver impact and delight (Issue 4)Every issue is grounded in tactical advice and wisdom from CX experts and practitioners around the world. We invite you to read, explore and subscribe to The CX Review to get unlimited access to expert tips and insights on CX on a monthly. NEW: Now you can LISTEN to all articles in The CX Review. Click on a story to find a link to audio!
Hey folks!As the festive season draws close, and our decorations are pulled out of storage boxes (who am I kidding, I already have mine up!), we thought there was no better time than now to mix, mingle and make merry with our Refresh Community members. Right on top of our holiday wish list is a Happy Hour Meet-up with IT expert, Stephen Mann @manns and YOU, over Zoom. Yeah, you heard it right!Before we get our FIRST ever virtual meet started, we wanted to hear from you, our community members for whom we’re planning this. Which one of these topics would help you achieve your goals next year? Best practices for service desk adoption Your wins and struggles in service management Metrics that matter in a service desk Agent productivity in a world of hybrid work Choosing the service management framework that works best for you Your everyday life as an IT professional Others Let us know in the comments below? We are over the moon to be organizing this, and can’t wait to see you a
Hello there fellow members! If you’re on the community and see weird things taking place (conversations going missing, categories not being available, changes in the home menu etc.) do not worry or panic!We’re making some due changes that will help with the next phase in the community as we look to bring together more members, better spaces for discussions, additional programs and most of all structure. In the upcoming week, look out for our updated and newest articles on the changes, how to navigate the new community space, where & how to ask your questions, what it means to be part of our community and so on! We want to ensure we create the right space & environment for our members to learn and connect as easily as possible. Shoot us an email at firstname.lastname@example.org, should you have any concerns, questions, or ideas! --RS
The most beautiful part of Communities is that it brings people together- especially in today’s day and age where brands are trying to build meaningful and organic relationships with their customers. Which is what excites us the most. While we're at it, it's incredible to have our efforts recognized by the experts. We've been nominated for the "Best New Community'' at the CMX Community Industry Awards 2022. The Community Industry Awards is the largest event to recognize and celebrate the best in the community industry. Just like always, we would love your encouragement!Voting for the public is open till the 19th of November.Please do cast your vote here: https://bit.ly/3HrpobI(Please choose the category “Best New Community” and select Freshworks) Thank you for making this place delightful. We couldn’t do it without you!
Another day, another episode of the Expert Corner. Today we bring to you Barclay Rae’s inputs on knowledge management. Check it out below - Using knowledge articles: It is important to track articles that weren’t very helpful and share feedback on the why that was the case.Writing an article: Put yourself in the shoes of the person who will be reading the article to make it relevant.Managing knowledge articles: Always measure the success of it - was it helpful? How often was it used? Until next time,
Hey!In our second edition of ‘The Expert Corner’, @BarclayRae explores the world of problem management. Frontline roles play a crucial part in contributing to problem management, and many a times that can be overlooked.Find out how you can address problems in your day to day operations: Until next time,
The Expert Corner | Episode 3: What is the Value of Good Logging?The Expert Corner
The Expert Corner | Episode 1: The Anatomy of a Service Call 📞The Expert Corner
Presenting ‘The Expert Corner’, a series of audio notes with experts and thought leaders across segments to help you power up your work, every week. Today’s Agenda: Barclay Rae, IT service management consultant and author shares his expertise on ‘The Anatomy of a Service Call’. In this 2 minute video, @BarclayRae shares 3 levels you need to consider when involved in a support call that addresses a complaint.Take a look.
We are thrilled to present to you The CX Review - a thought leadership publication on CX that lives to serve those who care deeply about customer experiences.Through high-quality writing, The CX Review will dive deep into all matters of CX from a place of genuine curiosity. It explores popular notions, unpacks truths, and clears the path for delightful CX strategies.The inaugural issue addresses how to manage uncertainties to ensure customer-centricity. In the light of the global pandemic, a whole range of complex and unfamiliar problems have come up for business leaders, especially those in customer-facing roles.Read the inaugural here: https://www.thecxreview.com/A huge shoutout to @meeta.sharma who has spearhaded the efforts in launching this. Feel free to reach out to Meeta, @ThatCommunityGuy, or me for any feedback / assistance.
Community Matters | Episode 2: Reimagining ITSM with Online Communities ft. Stephen Mann | WATCH NOW!Interview
We’re back with Episode 2 of Community Matters, a series of Fireside chats with industry experts to know more about the importance of online communities.On August 26, 2021, IT Analyst, Stephen Mann @manns will be joining us for a live conversation around recent IT trends and the influence of online communities in fostering peer-to-peer support among IT professionals. Here is your chance to ask him anything around IT Service Management, employee experience and wellbeing, online communities and more. Please post your questions as comments below. Episode 2: Reimagining ITSM with Online CommunitiesIT service management is continuously evolving. Organizations are taking steps to ensure meeting higher employee expectations, while adapting to workplace reconstruction. A critical piece of the puzzle, sometimes overlooked, involves sharing resources and engaging with peers to achieve efficiency. Join us for a fireside chat with IT analyst, Stephen Mann, in our second episode of ‘Community Matte
Webinar Recording : June 28, 2021 | The secret to delighting digital customers: Ep.3 of The Late LunchRecording
The pandemic has expedited the migration of clients to a variety of digital platforms.Clearly, a completely digitized customer experience is essential to the survival of the company. But how can we make this leap between the essential and the exquisite experiences?Catch Simon Johnson (General Manager of Freshworks, UK&I) and CX-expert Ian Golding (Founder and CEO of Customer Experience Consultancy) discuss this issue during lunch. Recording available below.
In a world with abundant choices and means, curators of great customer experiences have a disproportionate advantage. The better the experience, the more people turn to it and talk about it.So what's the secret sauce for a memorable customer experience?Join Simon Johnson (GM, Freshworks UK & I) and CX expert Geoff Ramm for the big reveal Today at 1 pm BST.
Introducing Community Matters, a series of Fireside chats with industry experts to know more about the importance of online communities. Episode 1: The role of an online community in shaping the customer experience. According to Gartner, 80% of all organizations expect to compete on CX. These brands go above and beyond to set up great customer journeys, including significant investments in customer journey mapping, omnichannel experiences and customer analytics. However, one aspect that’s often forgotten but yet is critical is an online customer community. Join us for the first episode of “Community Matters” as we host Shep Hyken to discuss an online community’s importance in shaping the customer experience. We’ll discuss how online communities: Contribute to a higher trust in your brand Act as a source of first-party customer data and identify issues before they blow up Can be a form of self-service for faster resolution and lower cost
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