Announcements and Events

134 Topics

The road to March Madness 🚀 | Take a look at your line-upMarch Madness

Spring, in the Northern Hemisphere, is almost upon us, and the Freshworks Refresh Community is ready to celebrate 🎉. We are super pumped to be hosting a range of activities in the community that are sure to set your heart racing. With an exciting lineup of learning sessions, community activities and giveaways, this is one court you absolutely want to be on! Week 1 - Demo district - There is no airball here, with the perfect set of demos of the top support questions answered by our inhouse experts from Freshdesk, Freshsales and Freshservice. Week 2 The community hunt - Think you can hit nothing but net? Hunt and peck through all of the new features and resources we released in the last few months to find the treasure and win a $25 gift card. Week 3 Courtside with community - Hang ten with the community ( and your favorite beverage ☕🧃) to get a roundup of what's happening on key topics. This quarter, we are talking about all things eCommerce and IT Operations Management. Week 4

3598

2 years ago

rashmi.nagCommunity Manager

published in Announcements and Events

The Demo District | 3 key Freshservice features explained | March MadnessThe Demo District

Happy March, community We’ve got the perfect match-up for you as we kick start March madness, Freshservice customers!Presenting the Demo District, a visual space where you can deep-dive into the Freshservice universe. Spread across three videos, our product experts Anusha @Anusha, Prathiksha @prats and Sahana @Sahana Sekar give you a detailed low down on the following themes:New employee onboarding On-call managementThere are a host of takeaways, so listen in NEW EMPLOYEE ONBOARDING: ON-CALL MANAGEMENT: WORKFLOW AUTOMATOR: If you have any questions about these features, add them in the comments below, our product experts are at your service.What topics/ support questions would you like us to cover next? Tell us in the comments.

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2 years ago

Arvind RamamurtiSkilled Expert

published in Announcements and Events

The Demo District ft. Freshdesk | 3 key features highlighted | March MadnessDemo

Hello Freshdesk folks We’ve teed up the perfect demo to kick start March (madness)Presenting the Demo District, a visual space where you can deep-dive into the Freshdesk universe. Product expert, @hemanth.ramya has lined up the perfect jump shot. Dive into the video to get your hands on Solutions and permissions Customized notifications Agent update/ addition If you have any questions about these features, add them in the comments below, our product experts are at your service.What topics/ support questions would you like us to cover next? Tell us in the comments.

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2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

The Demo District | 5 key Freshsales features previewed | March MadnessThe Demo District

Hey folks, It’s time for March (Madness)! The first match-up in this series is between Freshsales and you. Presenting the Demo District, a visual space where you can deep-dive into the Freshsales universe. Let product expert, @gururag.kalanidhi be your guide in this district. Hear him talk about key takeaways and insights into 5 features that can help you speed up Freshsales workflows. Topics we cover - 0.35 - Summary section1.05 - Deal rotting1.34 - Territories and auto assignment2.04 - Sales sequence2.26 - SMS If you have any questions about these features, add them in the comments below, Guru will assist you in finding a solution.What topics would you like us to cover next? Tell us in the comments.

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2 years ago

Arvind RamamurtiSkilled Expert

published in Announcements and Events

Launching #TipsTuesdays

We can't believe its almost the end of February, where is the time flying? We hope you’ve all had a good start to the year :)The community was built for us to share, learn and find product solutions and ofcourse make our work lives a whole lot easier. That's why we're super excited to be launching #TipsTuesdays - Freshdesk tips and tricks that would be very useful. The first edition is all about Ticketing workflow. Check it out below: #TipsTuesdaysWe'd love to hear from you- comment below if you found this useful and if there are any cool hacks you want to share! Also, let us know if you want to see tips on something specific.Watch this space for the next edition

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2 years ago

SanaSiddiquiSkilled Expert

posted in Announcements and Events

Freshsales : Recipe For Success - The Proof of the Pudding is the Revenue

The whiff of Christmas is in the air. It's time to get cooking, make puddings and pies, and also close some delectable sales! Here is a recipe for success!

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2 years ago

RiazSkilled Expert

published in Announcements and Events

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!

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2 years ago

Juhi SinghApprentice

posted in Announcements and Events

Community Hours: Join us LIVE on 24th February 2022 ✨

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

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2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Day 6: Holiday Delivery: 7 email templates to increase open rates this holiday season.Infographic

The Community elf is making a stop on Day 6 of the 12 days of Refresh Community for a special holiday delivery - 7 effective holiday email templates that will turn your boring sales emails into creative, eye-catching messages that even your coldest prospects won’t wait to open like a big Christmas box wrapped in shiny paper. Tap here to open the templates.Happy Holidays!

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2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Day 10: The 2021 Community highlight reel | Take a look!News

As we bid adieu to 2021, we wanted to take this opportunity to THANK YOU for your contributions in growing the Refresh Community. What better way to do that than by sharing a token of gratitude from the team: PresentingThe 2021 highlight reelLet’s take a moment to look back at the many events hosted, coffee chats attended, conversations had, problems solved and takeaways learnt - all that we achieved together in under 60 seconds. Check it out - Here’s to 2022! See you there 🥳

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2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

How to avoid customer service pitfalls ft. Micah Solomon | #AskMicahVideo

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,

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2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Day 12: It's time for the Community Giveaway | Win a $500 voucherGiveaway

Hello Refresh Community,We’ve made it to Day 12! Are you still with us? To wrap up the exciting 12 days of Refresh Community, and to celebrate the new year, we are hosting a Community giveaway. It’s the time to give, receive and spread some cheer - so join us for the final shebang, and get involved to take away a voucher worth $500. What do you have to do to be eligible for this lucky draw? Be a Refresh community member Post a comment (a line or two) below with your expectations from the community in 2022. (Hint: The more active you are on the community, the luckier your chances!) One lucky winner will be announced on December 23rd. The countdown starts...NOW!

40025

2 years ago

meeta.sharmaTop Contributor

posted in Announcements and Events

The CX Review: Last issue of 2021 is now out

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!

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2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Ask the Expert ft. Ramya ❓ | Your Freshdesk blueprint for the holiday break | Ask our in-house expertConversation

Hey folks,Introducing Ramya, Technical Account Manager at Freshworks - Freshdesk Support Desk. I will let her take over in the comments, but to give a short introduction, she has been with Freshworks for over 2 years, solving product and technical issues, building meaningful and lasting relationships with customers along the way. And, as the holiday season is upon us, we thought of no better time than now to help you get the most out of your Freshdesk experience during this time in the first of many Ask the Expert sessions. Topic: Your Freshdesk blueprint for the holiday breakWe want you to be prepared for the holiday rush - share your questions and challenges, learn a few tips and tricks, and get festive ready with Freshdesk. Ramya is available until December 17, answering your burning questions. So, fire away in the comments below… A few cues to g

138336

2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Day 11: What’s a holiday without memes? | A round-up of our favoritesMemes

What’s a holiday without a few memes? We put our Community elf to work, and he’s back with a round-up of our favorites - Sales ITSM (Kudos to @vishnu.selvaraj) Customer support (created by @Arvind Ramamurti) What are your favorite holiday memes? Let’s keep it going

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2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

❓ #AskMicah | How to delight upset customers? | Ask your questions!Ask Me Anything

Adding another exciting event to your Community stocking - A live AMA session with CX Consultant and author, @Micah Solomon and Vice president, customer success, Freshworks, Disha Gosalia, where they will discuss how to successfully work with a customer who is upset, frustrated or disappointed.Whether you are facing a challenge in this area, have a question or looking for quick takeaways to build your capacity for delighting customers, tune in as Micah takes you through his MAMA (method of service recovery) formula, Disha shares her DDD framework, and answers some of your burning questions. This is another first on the Refresh Community, and we look forward to an exciting session with valuable takeaways. Key InformationDate: 14th DecemberTime: 8:00 AM PST / 4:00 PM GMT / 9:30 PM ISTTopic: How to delight unhappy customersLink: Watch it right here, or live on LinkedIn. WATCH THE CHAT LIVE Comment your questions down below, and tune in to see what Micah and Disha have to say. Here’s the

43921

2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

☃️📅 Day 5: 5 hacks to wrap up the festive season rush | What are yours?Blog

Hey Community members,After a very successful Happy Hour yesterday, where we got to meet many of you (we’ll have a recording up soon), we move onto Day 5. On the agenda for today is reflecting on and learning from past experiences by customer support teams/ agents to stay optimized this holiday season.The holidays are a time for candy canes, plum cakes and parties. But, as a customer support agent, this time of the year might not be as jolly. While the holiday rush is accompanied with a dose of madness, it is also a crucial time to wow your customers.Here are some hacks to wrap up the festive season with ease (some from our very own members):📓 Use of documents & guides: @finn says, “Written documents are life saving! Last year we had nothing on workflows or project maps. Now we are ready to deal with any enormous change. The only thing we have to do is update the documents 🙂 I think that Fresh provides very useful tools on the help desk. Dashboard announcements, solutions, forums

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2 years ago

rashmi.nagCommunity Manager

published in Announcements and Events

UPCOMING: Let's plan our very first Virtual Happy Hour together!Conversation

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

38416

2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Welcome to 12 Days of Refresh Community | Virtual meetups, AMAs, giveaways and more ❄️News

Fa la la la la la... All is bright at the Refresh Community as we begin preparations for #12DaysOfRefreshSeason - a time to mix, mingle and make merry. In our quest to provide ample opportunities to network, learn and grow, we wanted to welcome the holiday season with 12 days of festivities that will help you do just that. From our first ever virtual meet-up to holiday tips & tricks (and lest I forget, an exciting giveaway), there is a lot in store for you. Our Community Elf has been busy preparing the agenda for the next 12 days, take a look -☕ Day 1: Academy X Community: Hangout with hot cocoa - Let’s talk about ‘Managing the customer rush during the holiday season.’❓ Day 2: Ask the Expert - We are opening the floor to YOUR questions for our in-house Freshdesk specialist. Day 3: Take part in a festive Challenge: Share your festive cookbook. Day 4: Stephen Mann is all set to host our first ever virtual meet-up. Are you ready? Know more here. Day 5: Next stop: 5 hacks to wrap up th

3707

2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

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.

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2 years ago

Arvind RamamurtiSkilled Expert

published in Announcements and Events

Vote for us at the CMX Awards 2022!

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!

690

3 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

The Expert Corner: Episode 4: What are your Knowledge Management tips?The Expert Corner

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,

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3 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

The Expert Corner | Episode 2: Are you contributing to problem management?The Expert Corner

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,

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3 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

The Expert Corner | Episode 3: What is the Value of Good Logging?The Expert Corner

Hey folks! On board with IT expert, @BarclayRae, as we take a look at the value of good logging - Why is it important to document all that we do properly? Can good quality and consistent data help you, your colleagues and the business in the future? Find out in 125 seconds.

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3 years ago

akshara.sruthiSkilled Expert

published in Announcements and Events

Coffee Chat on 15 September at 11 AM EST: Handling Conflicts in Your Team ☕

Our next Coffee Chat session is happening on Wednesday, 15th of September at 11 AM ESTWe hope to hear from you during the chat!The topic of discussion: Handling Conflicts in your teamPlease block your calendars for about 45 minutes to answer five questions. To keep this session as engaging as possible, I’ve chosen a topic that all of us can relate to, and here are thekey-segments: 1. What are the different kinds of conflicts you see in a small/big team?2. Is there a protocol to deal with conflicts. Please give us details!3. When and how do you decide to escalate it to your HRBP?4. How is conflict management different remotely?5. How do you empower your teams to share clashing viewpoints comfortably? (edited)

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3 years ago

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