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Replies posted by akshara.sruthi

6 Replies

alyssia.correa
Community Manager
alyssia.correaCommunity Manager
published in Announcements and Events

AMA with Freshdesk Customer, Shehab Moustafa, Money FellowsAMA

@Jeannie_Walters, @foxcubmama, and @zachary.king tagging all your CX experts to pick @shehab’s brains about customer service!  

18521
Shehab
Community Debut
1 year ago
alyssia.correa
Community Manager
alyssia.correaCommunity Manager
published in Announcements and Events

AMA with Freshdesk Customer, Shehab Moustafa, Money FellowsAMA

Hi @Shehab! Welcome to the Freshworks Community and I’m really excited to know your thoughts about the support team’s success!   What metrics do you use to measure the success of your support department?  What indicators other than SLAs do you use to measure success?

18521
Shehab
Community Debut
1 year ago
rhea.desouza
Community Manager
rhea.desouzaCommunity Manager
published in Announcements and Events

AMA with Freshdesk customer Lettitia Findlay, City Property ManagementAMA

I’m also taking this opportunity to tag our usual CX experts who give us amazing insights during coffee chats! @foxcubmama, @manns, @zachary.king, @Jeannie_Walters, @Gilbert, @finn, @Lea France, @BrendaM, @Sean.Daly, @DaniCSI, @Alice, @n.winslow, @TheresaDorr        This is your chance to engage with @Lettitiaf -  Head of Marketing, Communications and CX, City Property Administration. Here’s a note from her about City Property Adminstration: 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 spaces in the Johannesburg and Pretoria CBD's. P.S. She is a Freshworks customer who has solved their support challenges & discover unique use cases. 

47324
mariaa
Community Debut
8 days ago
rhea.desouza
Community Manager
rhea.desouzaCommunity Manager
published in Announcements and Events

AMA with Freshdesk customer Lettitia Findlay, City Property ManagementAMA

@akshara.sruthi My question for you is about Self-service: What are the challenges faced in creating and maintaining a self service portal.  Creating a self service portal may be a challenge if you don't know and understand your customer, or company processes to resolve queries. Creating these portals take time to build and you have to ensure that the customer journey through the process is user friendly. Companies tend to build self service portals from their point of view, but ideally it should be built from the customer point of view to ensure it is easy to use and understand. Regular updates and changes within the company need to be built into these self service portals as and when it happens to ensure that it is always up to date and enquiries don't get lost in the system. That’s an amazing point to keep in mind! The POV is very important. 

47324
mariaa
Community Debut
8 days ago
rhea.desouza
Community Manager
rhea.desouzaCommunity Manager
published in Announcements and Events

AMA with Freshdesk customer Lettitia Findlay, City Property ManagementAMA

Hey @Lettitiaf, welcome to the Freshworks Community and I’m super excited to have you with us!My question for you is about Self-service: What are the challenges faced in creating and maintaining a self service portal.  

47324
mariaa
Community Debut
8 days ago
rhea.desouza
Community Manager
rhea.desouzaCommunity Manager
published in Announcements and Events

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

Cannot think of a better way to ring in this festive cheer 🎉

3667
rhea.desouza
Community Manager
2 years ago

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