Community Spotlight: AMA with Freshdesk MVP, Kannan, Director of payments, Zalora

And how do you sync both offline and online experiences?

Good points Isaac, having the basic infrastructure is essential. We always have been very cautious in making sure the team is equipped with the best tools. During peak we tend to shift focus on the human side of things to keep them motivated. 

You’re right - consistency really is key! And a lot of attention to detail - this will ensure best in class service!

Also expectation setting! Once the expectation is set with both employees and with customers, I guess, both the parties would know what to expect. 

Setting a set of appropriate guidelines on SLAs and also escalation protocols can go a long way.

P.S.: Not an expert, but sharing my thoughts by putting myself in the shoes of an employee dealing with these. 🙈

We don’t have offline experience currently while we introduced them in the past as part of our awareness campaigns. Some of the key considerations was creating strong backend visibility of data and information that is powering our front end tracking systems or the reference tool for our front liners. We had hybrid models where you could order online and collect at our store or browse physical product offline and head on to one of the customers there to place an order assisted by an employee of ZALORA. @Isaac Thomas 

Really good points @Isaac Thomas - I think its important to focus on employee experience as much as customer experience! A happy employee = a happy customer!

This next one I’m sure will be helpful for many! 

Q4: How has having a streamlined system assisted help desk agents be better at their jobs and not burn out, especially since expectations on customer support has RISEN through the pandemic?

Eagerly waiting for @kannan.rajaratnam’s response! 😐

Besides the team we also used the opportunity to onboard stakeholders to use Freshworks to attend to escalations. The SLA with stakeholders helped to create the right expectation and a standard approach for the employees to remember. The data that we derive on tracing these interactions have been a great deal of help in structuring new process or optimising the current one. 

Love that idea! 

Precisely, Customer service is not a walk in the park. I have always regarded the role as one of the most challenging yet having a holistic view of the organisation’s processes. Some musings here.

Wow, this has been an exciting half-hour! Cheers everyone for taking the time to get involved. We hope to do many more such events that can help you make the most of your product. 

Last but not least, a huge thank you to @kannan.rajaratnam - your insights are much appreciated, and I’m sure our members would have learnt many things along the way.

A happy dance to celebrate this session!

Until next time!

rhea.desouza wrote:

Wow, this has been an exciting half-hour! Cheers everyone for taking the time to get involved. We hope to do many more such events that can help you make the most of your product. 

Last but not least, a huge thank you to Kannan - your insights are much appreciated, and I’m sure our members would have learnt a few things along the way.

A happy dance to celebrate this session!

Until next time!

Thank you Rhea for coordinating. The questions were very resourceful and gave me a lot of reflections on our journey as well. Happy to contribute today, hope it has been helpful. Feel free to drop a note here on linkedin should anyone need further clarification! 

My bad, should have tagged them earlier 😓

@keefe.andrews @zachary.king @Alefre @ErikAlmSynerity @manns @vijay_2am