Mission Agent CX
Celebrating Customer Service agents
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Not all secret agents wear perfectly tailored suits and gizmos. Some wear hoodies, business casuals, and headphones. Like secret agents, the job of support agents can be demanding and is often not appreciated enough. They blend in with the background, though they deserve the limelight. This month, we’re initializing 🕵️ Mission Agent CX, a series of operations to empower and throw the spotlight on customer service agents like you and celebrate all the incredible work you do! Bring out your thinking hat because we have a bunch of missions for you to take the lead on. Here’s a look at the operation brief: 🎯 Mission 1: Confessions of a brilliant mindYour first mission, should you accept it, is a test of your product intelligence. Show off your acumen by sharing a unique use case of any feature in Freshdesk. Don’t worry; we’ll start the thread by sharing ours. Date: August 29 - September 16 📝 Mission 2: License to Delight Information is power. Every super-agent knows that. We're bringin
🕵️ Live with Jeannie Walters and Colin Crowley: How to become your productive best A little bit about our speakers @Jeannie_Walters Award-winning customer experienceexpert, international keynote speaker,and Founder of Experience Investigators@Colin Crowley Freshworks CX advisor, 12 years of managingglobal customer experience organizationsand promoting technological change making. If you have any questions for our speakers, feel free to leave them in the comments below! 👇
Hello super agents - it’s time for your first mission - a special operation drafted for your eyes only.As a customer support agent using Freshdesk, we want to hear from you! Search through your bank of resources and expertise to divulge product secrets with the community. Challenge brief: How do you use Freshdesk to automate tasks? Automating mundane and repetitive tasks is a norm today. Freshdesk provides a number of ways businesses can automate workflows and processes, making it easy for agents, and increasing productivity.🚀 Theme: Using Freshdesk to automate tasks.🕛 Timing: Accepting intelligence till September 16.🎉 PrizesGet recognized as a top operative in the community Your key to a covert badge Get spoiled with Freshworks goodies ✅ How can you get involved?👉 Do you have a creative automation use-case? Share it with the community in the comments section below. 🧾 To help craft your own statements, here are a few triggers - Problem statement you were facing How did you sol
Mission 3, here we go! Over the next two days, the community is hosting Super-agent and Freshdesk customer@Lettitiaf, Head of Marketing, Communications and CX, City Property Administration. She will be answering all your questions (product and/or industry) - so start adding them to the comments below!This is your chance to engage directly with a Freshworks customer who has solved their support challenges & discover unique use cases. 📢 Before we begin, get acquainted with Lettitia from City Property Administration. Rhea, Community Manager: We’d love to learn more about City Property Administration and your role there - who your customers are, what is your customer service strategy, and some of the common queries that your customers reach out to you for?Lettitia: City Property is a visionary and people-focused property management company that leads urban transformation and renewal. We manage and create human ecosystems to have a positive impact on the lives of the people who use our
🕵️ Super-agents, do you have what it takes to solve this operation? Solve the riddles below, and share your answers in the comments section. 🎫Question 01: I am what happens when two agents update the same ticket (Hint: I cause duplication. ) - What am I?Number of words: 02 #️⃣Question 02: I am the most famous hashtag any agent uses on social media. (Hint: I am the trendiest on Twitter!)Number of words: First half of two words 📅Question 03: I am a term that agents use when they watch a live recording of a customer session on their website to understand what the issue is (Hint: I am a bonus feature through the Freshdesk and Freshmarketer integration!)Number of words: 02 💻Question 04: I am what an agent looks at when they first log in. (Hint: I let them access settings and manage tickets) - What am I?Number of words: 02 ✅Question 05: I am what every agent wants (Hint: The higher I am, the better the agent is)Number of words: 03 🔍Question 06: I am the duration an agent takes to resol
Show of hands - how many of you CX agents feel frustrated when you don’t know the answer to a customer’s query and it takes you way too long to find the solution? Or when you don’t have the tools needed to keep up with the overwhelming ticket quantities and communication channels that your customers reach out to you in? Or when you get that ‘if only’ feeling about a particular situation or workflow? We feel you. It can be complicated and crazy. And we want to listen to all your problems and challenges out here. It doesn't end there though. Our team will be looking into the issues and coming up with solutions for them - in the form of apps from the Freshworks Marketplace. Easy to use, efficient, and scalable, these integrations will make your life so much easier, elevate your workplace experience, and help you accomplish even the toughest of missions. Calling all CX agents! Tell us, what are the top challenges you face? Do you have any repetitive issues that keep popping up? If you wer
Every now and then, Superheroes face obstacles that may seem insurmountable. But they always have that ultra-powerful tool in their arsenal which makes them invincible. That might be Captain America’s shield, Wonder woman’s lasso or Agent CX’s Tech Stack. For customers looking for meaningful engagement with the brands, your CX agents on the frontlines are usually the ‘face of the company’. If a business wants to keep customer attrition at bay, having a solid customer experience strategy backed by a powerful CX tech stack should be not just a goal, but a top-priority. This includes eliminating any communication barriers that may impede agents’ performance. Read on to find out the most common challenges (and their solutions) faced by CX agents: Challenge #1 - Dealing with surge in customer support queriesLong wait-times only serve to upset already-irate customers. Businesses need to empower agents with self-service tools that help them access required information with ease.SOLUTION The
🎧 Headset On📒 Notepad Handy🕵 Invisible Cape on Standby This one’s for you, Super-Agents! We know it’s not easy being you, but we wanted to take a moment to celebrate all that you do - THANK YOU Thank you, Super-Agents! Tag your fellow agents in the comments section and spread the love 💥
🕵️ Special operative, @DanValks has arrived in the community to share his tips on getting better at communication! A little about Dan 🖐Dan has been working with Mid-Market and Enterprise customers at Freshworks for the past two years, helping them to get the most out of Freshworks products. Before Freshworks, Dan worked in the Travel Industry in Operations, Product Management and People Management roles.Outside of work, Dan enjoys spending time with animals and traveling to new places. Top take-awaysPlan – Have a clear idea of what you want to say Know your audience – Understand what they want to get out of the conversation Sometimes it is better to pick up the phone – Simply picking up the phone can save time Listen – Conversation is a two-way street, and listening is just as important as speaking Body language matters – Make sure you give the customer your full attentionOver and out!
On today’s agenda:Enjoy a warm cup of coffee Listen to your favourite playlist Learn from @vishal.balasubramanian’s 3 step process to resolve customer conflictsA little something about our host, Vishal Balasubramanian Vishal is a support lead at Freshworks. He is passionate about helping customers and providing a delightful experience for them. The best part about his job is having the opportunity to build customer relationships and help build great businesses.Outside work he is an avid traveler, fitness enthusiast, enjoys reading comics and tries his hand at photography. Step 1: Acknowledge the frustrationStep 2: Consider your optionsStep 3: Take action Give a warm welcome to Vishal in the comments - Say hello, ask a follow up question or share your own tips!
Give a warm welcome to the host of our newest Customer Spotlight Session! 🕵️ Over the next two days, the community is hosting a special Freshdesk customer -@Shehab Moustafa , from Money Fellows. He comes with 17 years of extensive experience in customer happiness & operations management, customer journey design & implementation, strategic planning & execution, business transformation & governance model, people Management, talent management & leadership.He is joining us in the community to answer all your questions (product and/or industry) - so start adding them to the comments below! 📢 Here’s a little bit about Money FellowsMoneyFellows is a collaborative Group Lending and Savings Platform. It is a trusted and more convenient way of finding and managing Money Circles online, by digitizing the traditional, informal offline ROSCA (Rotating Savings and Credit Association) Model, allowing users to meet their financial and saving needs. Alyssia, Community Manager: Wha
Meet Agent Royale Ben Ford (@Crocus_Benford), CS Development Manager, Crocus, and his sidekick, Nova, as we explore a day in his life, and learn from his easy tips and tricks. ⏰ What’s the first thing you usually do when your shift starts? I start by reviewing the previous days’ reports, checking performance and trends. 📝 How do you usually prioritize your tasks for the workday?I rank my task priority by: 1 = Time dependent or critical issues to resolve. 2 = Current project work and day to day tasks. 3 = Continuous improvement. 📧 As the tickets come in, do you have any shortcuts/hacks/principles you follow to keep your inbox light? Automate as many easy tasks as possible. Use ticket properties and keywords to assign tickets to groups or a priority. Collect tickets with the same actions i.e. 'cancel an order' for someone to work through, as the repeated task can be quicker than having a different request every time. When volumes are high, export unresolved tickets and highlight d
Community agent 🕵, do you copy? 🖐 @Leslie.Chan, Lead Solutions Engineer, Freshworks is ready to debrief. Been with Freshworks for almost 3 years now, she is passionate about helping customers digitally transform their customer experience and leveraging new, modern technology like Freshworks to accomplish it.Outside of work, she loves to play tennis and golf and spending time with her two dogs, Tucker (husky) and Buster (labrador)! Here are her 3 tips to be faster at customer support (you don’t want to miss it!) Top takeaways Having a bot-first platform takes out the tedious work and helps your organization scale as your business grows! Get the data you need to make better operational decisions Last but not least, it’s all in the details of Freshdesk: scenario automation, agent collision detection, internal bots and more. If you’d like to say hello to Leslie, or ask a question, share it in the comments section below!
Community super-agents and admins, are you ready for your operation brief? Mission: Celebrate and empower support agentsTarget: YouLocation: The Freshworks communityDate: August 29 - September 16Notes: We are initializing Mission Agent CX, a series of missions to empower and throw the spotlight on customer service agents like you, and celebrate all the incredible work you do. We have a bunch of missions for you to take the lead on. 🕵️ Brief 1: Decode the word search to find the names to your upcoming missions!
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