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CarlesApprentice

asked in Chatbots & AI

Whatsapp full integration + chatbot

Hi, I would like that Freshdesk integrates a full connection with Whatsapp and help us to launch some automated messages to our customers when they send us messages: Some questions to save time or shedule mesages when we are offline, for example.Thanks

21 days ago

caygriSkilled Expert

asked in Chatbots & AI

Arvind RamamurtiCommunity Manager

published in Customer Support Best Practices

Masters of Moment: Annemarie Gaxiola, on how to create a resilient customer success team

Masters of Moment is back for the 7th Episode! Most people would rather live a life free of conflict than spend days full of conflict resolution scenarios.However, anyone on the customer-facing side can tell you conflict, and customer service difficulties are an unavoidable part of working with people.Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. Companies with effective strategies for handling these situations and skilled customer service agents capable of diffusing tension-filled interactions can turn:1. Complex customer interactions into opportunities to exceed expectations.2. Influence the customer's perception of their business3. Improve the customer experience to boost customer retention. On 24th August, join us for the fireside chat between our very own CX Advisor of Freshworks, Colin Crowley, and Annemarie Gaxiola, Senior CX manager, Yay Lunch, to understand how cus

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1 month ago

Jeannie_WaltersFeatured Influencer

posted in Customer Support Best Practices

Tell me how YOU think customer service is a proactive business strategy!

Getting excited for our Coffee Chat next week!There are so many ways customer service can proactively support business results. What ways do you see this in your daily work? Let me know here and join us on June 15th!!

2 months ago

Andressa.MegiolaroApprentice

asked in Chatbots & AI

Chatbot does not resolve the conversations as per the customer's command.

Hi!We use freddy self service in freshchat and it is not filtering the conversations that are attributed to analysts. All customers contacted via chat are assigned directly to analysts by IntelliAssign.We need the conversations to be filtered by the chatbot and for it to assign to agents only conversations where the customer points out that it has not been resolved and that it resolves the conversations that the customer points out that it has been resolved.Can someone who uses the chatbot in the support team help me, please?We would also like to know if there is a way to measure thethe amount of conversations that freddy resolved and the amount he needed to transfer to an agent.

2 months ago

Juhi SinghApprentice

posted in Customer Support Best Practices

Community Hours 28th July 2022: Supercharge App Configuration with Iparams!

REGISTER Learn how to accept user-defined configuration in apps using "iparams" and custom installation page. You're invited to attend our next 'Community Hours' session on Thursday, 28th July at 2:00 PM CET. Don't forget to register early and block your calendar. TopicSupercharge App Configuration with Iparams SpeakersJones Zachariah Noel N - Senior Developer Advocate at Freshworks (Follow Jones) When28th July 20225:30 pm IST (India)| 2:00 pm CET| 1:00 pm GMT (London)Check your time zone Agenda Introduction to app configuration What are Installation Parameters How to accept sensitive data Validate user input using iparams.js Define iparams for OAuth Build a customized installation experience Q&A What’s in it for me?Most Freshworks apps need to accept custom configurations from users. For example, an app that sends HTTP requests usually needs to get the API credentials and server hostname to send a request.Installation Parameters (iparams) provide an API to accept us

2 months ago

Manasa KumarSkilled Expert

published in Sales Strategy and Automation

[Share your thoughts] How to measure social selling to improve ROI

Social selling is now a crucial part of sales strategy for most businesses, as younger users increasingly turn to social media before making a purchase — 50% of 16-24 year old's research products on social networks before buying. Tips to measure social selling to improve ROI Read more

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2 months ago

FeranodApprentice

asked in IT Operations

Notification email rule on every customer response based on if the Agent assigned to the ticket is online.

Hello,straight to the point - we use a rule, that makes everyone get an email notification If the customer responds/reopens the ticket. What we want to include is possibility to switch it on and of based on If the agent assigned to the ticket is online or not. This way the notifications to the other agents will be send only, If the agent assigned is offline. Is there any way to achieve this?Thanks for any kind of help,Te

2 months ago

Manasa KumarSkilled Expert

published in Sales Strategy and Automation

QOTW: What are some ways you use Freshsales to onboard your reps?Blog

The first 30 days are crucial when you hire in sales. A sales rep can't hit the ground running when he is new to your industry or business. So you have to get back to basics.Start by breaking down all of the critical parts of your company's sales process into bite-sized chunks:Your product: What are the main features of your product? What makes it different from your competitor's products? What is your unique value proposition? What are some of the often raised objections?Your sales playbooks: What are your industry sweet spots? What are the winning sales plays and use-cases that highlight the product's USP? What should a rep cover in their discovery calls? What does your sales process look like from prospecting to closing?Your target audience: What does your target persona look like? Where can the rep find and connect with prospects? What sales tools do you use to find prospect accounts that match your target audience?Your team: How do your reps talk to each other internally and share

120

3 months ago

jbbatteryApprentice

asked in Sales Strategy and Automation

Lead Management Software

So i am in the real estate industry. I have been asked to develop a project and have no programming skills whatssoever, So I could some help in pointing me in the right direction.Our problem is that we have to many leads/references generated by potentical clients. Some of our staff has a lot of work/leads while some dont have any. We know that each person has the capacity to handle "X" requests. The idea here is to transfer the leads generated and reassign then to a new person.What we are looking for is a software that can pull the info from our database and assign it to a new person within the company.Do you know any opensource softaware or software house that has a solution that can be adapted or do you recommend getting it built from scracth? I suppose its a dedicated CRM system..

3 months ago

Daniel.MascaroApprentice

asked in IT Operations

Get Asset_States through the API?

Is there a way to get the available Asset_States through the API?

3 months ago

Juhi SinghApprentice

posted in Customer Support Best Practices

Community Hours 30th June 2022: End-User Apps for Freshworks Developers ✨

REGISTER We invite you to attend our fifth "Community Hours" session and join our experts to know how you as a developer can build apps for the end-user customers. End user apps let you create custom apps or use any 3rd party app from the Freshworks Marketplace and integrate them with Freshdesk customer portals. Here’s the documentation where you can learn more about the end-user apps.TopicEnd-User Apps for Freshworks DevelopersSpeakersRaghuvaran Viswanathan - Senior Product Manager at Freshworks (Follow Raghu)Teja Kummarikuntla - Developer Advocate at Freshworks (Follow Teja)When30th June 20225:30 pm IST (India)| 2:00 pm CET| 1:00 pm GMT (London)Check your time zoneAgenda Why End-User Apps was needed - story behind it What are End-User Apps? Relevant use case How is it relevant for developers and customers Discover the difference between the app development process for agent-focused apps and end-user apps Sharing what’s possible with End-user apps with feature-level walkthrou

3 months ago

Manasa KumarSkilled Expert

published in Sales Strategy and Automation

Question of the week: How do you use Freshsales as part of your company’s social selling strategy?

Social selling is about using social media to generate leads and make sales. It sometimes involves reaching out directly to prospects on social media.However, it also includes more “indirect” activities, like posting content to introduce your products, demonstrating expertise, building a community, and answering questions. Ever wondered how to integrate social selling strategies in to your sales process?1. Evaluate your current process - Before you kick off your social selling plan, think about what’s currently working and what isn’t2. Create a plan - The next step is to craft a roadmap for social selling at your company. This is where you’ll brainstorm a plan to boost your sales using social media. Identify the social media platform(s) where you’re likely to find your target audience. Then think about the types of content they’d most like to see, and the outreach they’ll be most likely to respond to. 3. Train sales and marketing teams - Once you’ve developed a plan, you’ll need to tr

141

3 months ago

Arvind RamamurtiCommunity Manager

published in Customer Support Best Practices

Masters of Moment (July 5th) - How to demonstrate empathy in customer service?Interview

We’re back with the episode 6 of Masters of Moment!Offering great customer service is no longer just a 'nice to have’ — it is the key differentiator between business success and failure. Making sure that you understand the challenge being faced by the customer, fosters a sense of connection in a positive customer experience.Managers must constantly remind their CX team to imagine themselves in their customer's shoes to truly feel their frustrations and understand how important quick, effective solutions are.This is because empathy flows from the top down.It is also an important character trait for CX agents because they have to talk to different kinds of customers daily, solve their problems, and ensure that they represent the company in the best way possible for an excellent customer experience.Join us on Tuesday, July 5th, 2022, to catch an illuminating chat between Alan Berkson, Director of Thought Leadership, and Shelley Archambeau, Former CEO, and Verizon Board Director, to learn

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3 months ago

SanaSiddiquiSkilled Expert

asked in Marketing Moves

How can we align sales and marketing for better business growth ?

No company can reach its full potential without combining the different but compatible functions of its sales and marketing teams. The success of one is dependent upon the other, and so, any company serious about growth should seek to bridge the divide between the two departments and develop a unified revenue strategy that allows the unique strengths of each to complement—instead of hinder—one another. So tell us about how you align sales and marketing in your organization.

4 months ago

Jeannie_WaltersFeatured Influencer

posted in Customer Support Best Practices

Is Customer Service Connected to Business Leadership in the Right Ways?

All leaders should feel very connected to the voice of the customer.Both customer service and Customer Experience (CX) leaders play a role in connecting the executive team to the actual experience. CX leaders are often responsible for gathering and interpreting customer feedback. Therefore, their Voice of the Customer (VoC) reports are often distributed widely.But if there’s no story told with the data, leaders may fall into the quick yay or nay reaction. “Our customer satisfaction went up .25% this month. Yay! Keep up the good work.” Or “Our customer complaints on social media went up .25%! Nay! Fix it!” These reactions do little to actually create change.Stories are a more powerful way to really connect leaders not just with what’s happening, but with the customer’s emotional state.Voice of the Customer reporting should include powerful, real-life stories. This means using the customer’s real words and sending recordings of real calls. Customer service leaders see these issues bubble

4 months ago

VeecoApprentice

asked in Chatbots & AI

Conditional Flow and more on Bot Productivity

Hello, if have been working with chatbot before but would like adapt freshchat as well.Some workflow and productivity we need to confirm.1. Can we change the order of messages for a revision?2. Can we have modular flow ? for example, i create a specific flow for Visitor identification, and this flow will be used (as subflow) for Sales and Aftersales topic. For the Conditional flow Issue I am creating a bot where it asked visitor to choose which agent they would like to chat with.I can't do this with button, so i need conditional flow with this scenario:1. The bot will ask to choose agent based on numbered list (1-16)2. Bot need to request input the input is not within 1-163. If input valid, the bot need to reassign transfer to chat specific agent group. This can be done with jump into specific flow (manual) or can be done through programmatic.Whats your solution for this scenario ?

4 months ago

SchwiftyyyContributor

asked in IT Operations

Azure AD SCIM new user create error

So I am testing out the SCIM app in the freshworks app list for Azure Active Directory Provisioning (SCIM) developed by “Effy” roughly 3 months ago. I have everything implemented and it seems to be working as far as updating users and everything. But anytime the provisioning needs to create a user in FreshService - it errors out creating on Azure side and the error is, umm, very vague.I have checked all the attributes and everything seems to be correct. But this is the only error it really gives me - see below screenshot for attributes it’s passing and error below that. Failed to create User ‘testuser@testing.com' in customappsso Error codeSystemForCrossDomainIdentityManagementServerErrorError messageStatusCode: InternalServerError Message: Processing of the HTTP request resulted in an exception. Please see the HTTP response returned by the 'Response' property of this exception for details. Web Response: {"schemas":["urn:ietf:params:scim:api:messages:2.0:Error"],"detail":"Oops! Some e

4 months ago

hkremerApprentice

asked in Chatbots & AI

Custom Backend for Help Widget

Hi all,I was curious if the Help Widget can make API calls to external KBs to display third-party data. Or is it restricted to the Freshdesk KB?Thank you in advance

4 months ago

Juhi SinghApprentice

posted in Customer Support Best Practices

Community Hours 26th May 2022: Deep-dive into Entity Storage 👩🏻‍💻

We're excited to announce our fourth "Community Hours" session and bring the opportunity for you to learn from the experts and connect with the fellow members in the Freshworks developer community.REGISTER Topic:Deep-dive into Entity Storage Speakers:Harish Janjam - Product Manager at Freshworks (Follow Harish)Kaustav Das Modak - Lead Developer Advocate at Freshworks (Follow Kaustav) When:26th May 20225:30 pm IST (India)| 2:00 pm CET| 1:00 pm GMT (London)Check your time zone About the session:What is Entity Storage, when and how to use it, and the roadmap ahead Introduction to Entity Storage Comparison with other data storage features available for Freshworks apps Hands-on: Learn how to use Entity Storage by building a simple todo app Roadmap for Entity Storage Q&A What’s in it for you?The Entity Storage (entity storage) data storage feature recently went GA for apps built for Freshdesk and Freshservice, with support for more products in the pipeline.Entity Storage allows

4 months ago

Arvind RamamurtiCommunity Manager

published in Customer Support Best Practices

Masters of Moment: Markus Demirci, on how to prioritize tasks and improve productivity

We’re back with the fifth episode of Masters of Moment!Optimizing a customer service environment for impact demands is, first and foremost, an investment in improving personal productivity.Connecting customer service professionals partly ensure this to tools that help them do their best work. But technology is typically optimized for velocity, not efficiency - it can help you do more but not necessarily better. Unless the investment in customer service technology is supplemented with an investment in productivity training, the strain on customer service professionals to produce extraordinary results can be immense.To reconcile productivity-quality tension and ensure customer service professionals don’t fall short of their goals, prioritizing tasks that align with their strengths, business goals, and complexity of customer complaints is a valuable check. Attention is key.Join us on the 18th of May for an interesting session between Alan Berkson of Freshworks and Markus Demirci, Founder

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4 months ago

Jeannie_WaltersFeatured Influencer

posted in Customer Support Best Practices

Customers want faster, more personalized experiences. How can agents provide that for them?

Customers recently reported that they’d rather be stuck in a traffic jam than have a bad customer experience! We know they want things that are faster, more personalized and more pleasant. I’m excited about how chatbots, centralized customer data, and friendlier agent tools can help these experiences happen.But we know the AGENT sometimes puts on the superhero cape and gets things done - regardless of obstacles or challenges!What are some of the ways agents can help make experiences faster, more personalized, and more pleasant for the customer? Let’s share our best ideas here so others can learn and grow! (And the customers will benefit!)

4 months ago

Micah SolomonFeatured Influencer

posted in Customer Support Best Practices

Turn Upset Customers Around! with the MAMA (tm) Method for Service Recovery

Having a service recovery framework is important because, even in the best of times, it’s hard for most of us to improvise entirely from scratch without a structure to guide us and upon which to fall back. And a situation that calls for service recovery is, by definition, far from the best of times. When things haven’t gone smoothly and a customer is upset, employees are likely to feel embarrassed, or defensive, or put-upon, or angry—or all of these at once. With so much emotion flying around, it’s hard for even the most seasoned and even-tempered customer service professionals to do their best.All great customer-focused organizations have one, and they tend to form a mnemonic for easy recall under the gun. For example: Marriott’s spells LEARN; Starbucks’, quite adorably, spells LATTE.If your organization hasn’t already committed to a different service recovery system, let me offer you my own four-step MAMA service recovery framework. I expect it will stand you in good stead. [NOTE: He

4 months ago

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