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

5 days ago

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hkremerApprentice

asked in Chatbots & AI

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

1 day 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!)

12 days 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

13 days ago

Bewitchingmaker1Contributor

asked in Sales Strategy and Automation

Allow concurrent approvals when EVERYONE has to approve

In a workflow that requires the approval from multiple department managers to move forward, it would be nice to generate all of the approvals at the same time instead of having to wait for each department to approve then move to the next approver. We have a marketing department using FreshService and they need multiple department heads to sign off on a service request. Currently the approvals take a long time because the department managers must wait for each other instead of having to track down the stragglers who haven't approved yet.

14 days ago

mannsFeatured Influencer

posted in IT Operations

Continual Improvement?

I like the view that ITSM is all about getting better at IT service delivery and support, i.e. continual improvement. However, something that never seems to get spoken about is how to get better at continual improvement.So, what has your organization done to better focus on, prioritize, and execute opportunities to improve its IT services, operations, experiences, and outcomes?Please respond to share your good practices to help others :)

20 days ago

ItSecurity143Apprentice

asked in IT Operations

Encrypted a ticket

Hello,I would like to know if we could encrypt a ticket. We have an important case where we want to put information in the ticket but we need the ticket to be secure and encrypted before doing so. Thanks !

21 days ago

NoorPari76Apprentice

asked in Sales Strategy and Automation

How to deploy JavaScript file changes to PROD in CRM dynamics as Patch?

I am new to CRM, and i had made some changes in (.js files) for crm test environment and want to deploy changes to PROD environment as a patch.I don't find any example related to JavaScript files.Can anyone help me how to deploy changes to PROD environment?Thanks.

22 days ago

Jeannie_WaltersFeatured Influencer

posted in IT Operations

What feedback do you wish your employer asked for from YOU?

We discussed on this board a while back how rare it seemed that exit interviews were for those in contact centers and other roles. When you leave a position or company, it makes sense to me that the employer should want to know why so they can work to retain top talent in the future.This got me thinking - what do you WISH your employer asked for feedback about? Your role? Your training? The way you use tools and technology? Here’s one question I love: What were the obstacles that prevented you from delivering a great customer experience? (I saw an organization that asked this question at the end of every shift, so before logging off the employee had to answer.) They learned SO much and were able to provide better support and tools.What do you say? What questions do you want to see asked of employees?

23 days 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

26 days ago

TahirAzgrmApprentice

asked in Sales Strategy and Automation

EDI implementation in CRM

I have to implement EDI connection to connect our system to another business. Any good ideas or any tutorial available how to implement it best with php and EDI-ENACOM standard and connection through ftp? Totally new concept to work on. not yet tried actually. But i think for every event handler, there must be text / code appended to the file through ftp.

27 days ago

Jeannie_WaltersFeatured Influencer

posted in Customer Support Best Practices

Get to Know Your Customers Day

🤔Next week on April 21st is Get To Know Your Customers Day.I’m writing a post about this and would love YOUR ideas.How do you get to know your customers? What do you recommend to leaders who are pretty far away from their actual customers? What do you wish you knew about your customers?It’s ironic but often as someone rises up in an organization they get farther and farther away from customers. It becomes more difficult to really stay connected to who they are and what they’re looking for.What methods or fun ideas have you seen work OR what ideas do you propose?Let’s get to know our customers!!

29 days ago

jr_arrayContributor

asked in IT Operations

Onboarding Module creates two service requests

My organization is still new to FreshService, and we wanted to utilize the Onboarding module. In testing, I discovered that submitting an Onboarding request through the service portal creates two service requests. One is labeled “Employee Onboarding Request” and is the parent request to the other service request which is labeled as “New Hire Onboarding” (which is using the new hire onboarding kit I created): Listed Service RequestsI also noticed that the parent “Employee Onboarding Request” does not have any Request details: Missing form detailsIs there a way to modify this form to include the new hire information or better yet, prevent this service request from being created at all?

1 month 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?

1 month ago

webervr1Apprentice

asked in IT Operations

Import asset not available for those who can create assets

Import asset not available for those who can create assets. This access is not intuitive to add the ability to import assets in bulk, when the role allows to add assets one by one. What access provides the ability to import in bulk? Current access attached.

1 month ago

Jeannie_WaltersFeatured Influencer

posted in Customer Support Best Practices

Retain Top Talent with Better Customer Experience

🖐Hi there! I’m curious what you have to say!Teams today are struggling with employees moving from one job to the next or “the great resignation” or other labor shortages. I personally have seen how delivering a great customer experience and focusing on ways to make employees more efficient and effective helps reduce employee turnover. And referred job candidates tend to get hired faster and stay longer, so it seems like a huge opportunity to encourage employees to refer others.But many organizations don’t ask current employees what they like or what the organization can provide for them to deliver a better experience. I’m curious, have you participated as an employee in a “stay” interview, not just an exit interview when you leave? Did you see changes? Did they close the loop with you on your feedback?My hope is that leaders are starting to realize the value in checking in more often with employees on their experiences. What do you think?

1 month ago

isla111Apprentice

asked in Sales Strategy and Automation

how can i get clients ?

hello I want to provide services for blogs and services websites to create complete online appearance like my recent work the Bowsclick but do not know where to start. if any body can guide

1 month ago

mannsFeatured Influencer

posted in Employee Well-Being

New Year Password Reset Requests

Yesterday was the equivalent of National Password Reset Day for many organizations, as employees returned to work after a long break and have either forgotten passwords or missed the periodical prompt to reset them while off.Is there anything that your organization has introduced that makes this a lighter workload for the IT service desk - from automation, through proactive processes, to better end-user education?Please share your wins to help others. Thanks :)

2 months ago

rashmi.nagCommunity Manager

published in IT Operations

[POLL TIME] Your biggest challenge with ESM adoption in 2022?Poll

Hi folks,We’ve got a new-week beginning question for you all.If your answer isn’t any of the given below options, feel free to share them on the comments sections.On the contrary, if you have been able to successfully implement ESM, share your journey with us. We’d love to hear.

182

2 months ago

rashmi.nagCommunity Manager

published in IT Operations

What’s something you’re looking forward to from the Be Unstoppable Virtual Summit?

We, at Freshworks, are proud to announce the launch of Be Unstoppable – a virtual summit for IT leaders to explore strategies for shaping IT into an unstoppable force in 2022 and beyond. Be Unstoppable offers in-depth analysis into trends, best practices, and technology solutions that help deliver uninterrupted IT, effortlessly, so IT leaders can champion employee delight and propel unstoppable business. There’s just 2 more days to go for the Virtual Summit and we’re curious to understand what’s something our participants are eagerly waiting to experience! Take the poll below to let us know. If you haven’t Signed Up for the Virtual Summit, well do not worry, we still have 2 days to go. Go save your spot now!

242

2 months ago

AliRazaApprentice

asked in Sales Strategy and Automation

How to update data on a JSON object through fetch

I'm making a customer portal application with Node.js, Express.js and JavaScript on the client side. My Node/Express backend makes API calls to a company CRM-system and then sends the data as JSON to a user specified url. For example in my app I have a "Personal information"-page that contains a table that is populated with data fetched from the user specified url on log in. For example: myapp.com/userdataof={userId}.In the website the user can edit personal information and it then gets sent to the backend and when the backend receives the data it sends it to the CRM-system. Then the backend makes a new API call to the CRM and gets the freshly updated user data and sends it to the same url: myapp.com/userdataof={userId}.The problem right now is that when the user edits the data it does get updated in the CRM, but doesn't update in the app itself. I think this is because the data is being sent to the same url that already contains the old data.So I'm looking for a way to update the JSON

2 months ago

i_TimDaVidApprentice

asked in Sales Strategy and Automation

How to fetch the label from API name in Aura Component Controller

I have written a Apex class which return the list of objects in a String to be add in the drop down list in the AURA cmp Now I want to change the API name to label in the JS controller itself so is there any to fetch the Label from the API name. doInit: function(component, event, helper) { var action = component.get("c.getAllObjects"); var inputIndustry = component.find("InputAccountIndustry"); var opts=[]; action.setCallback(this, function(a) { opts.push({ class: "optionClass", label: "--- None ---", value: "" }); for(var i=0;i< a.getReturnValue().length;i++){ console.log(a.getReturnValue()[i]); var labelReference = $A.getLabel("$Label.c.---" + a.getReturnValue()[i]); console.log('label is ' + labelReference); opts.push({"class": "optionClass", label: a.getReturnValue()[i], value: a.getReturnValue()[i]}); } inputIndustry.set("v.options", opts); }); $A.e

2 months ago

TamnaSidharthApprentice

asked in Sales Strategy and Automation

unxpected value of getFormType() in Dynamics CRM

We migrated our 2015 (on-premise) crm to 8.2 on-premise and we came across a JS issue with getFormType().when a user creates a new account and clicks on Save the OnSave function is triggered, then it goes into the OnLoad function which calls another function site and checks if getFormType() != 1 then do something.From my tests the FormType = 2 in CRM 2015 when the time for the condition check getFormType() != 1 came but now the FormType = 1 so it never executes the code in the condition.Is this a Microsoft bug? Is there a workaround?

2 months ago

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