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Replies posted by rhea.desouza

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rhea.desouzaCommunity Manager

published in Announcements and Events

Join Freshworks Insiders - a celebration of YOU!

Just joined! @ScaledCX Jay, welcome to the Freshworks Insiders circle - we are excited to have you onboard! If you need any help navigating or have any questions, thoughts, feel free to reach out to me!

rhea.desouzaCommunity Manager

published in Announcements and Events

Unlock the gates of the Freshworks inner circleFreshworks Insiders

I can only see three questions not four? Is it a trick question :) Oops! That was a typo - 3 questions, it is!The answer to the last question reveals a double digit :D

rhea.desouzaCommunity Manager

published in Workflows and Automations

Community Carnival: Sales and Marketing Village

@amandal @varunkhanna @TheColonyAdvisors @Janniman @oyohan The Sales and Marketing Village is now open!We have a few articles live - Hop over to each of the resources by clicking the link in the article above. Say Hello, leave a comment, or ask a question. Look forward to seeing you around the community. 🎉Lots more to come!

rhea.desouzaCommunity Manager

published in Workflows and Automations

Community Carnival: Sales and Marketing Village

Hi @TheColonyAdvisors The links will go live on October 27 and October 28. I’ll be sure to add them right here, so you will have everything in one place! 🚀See you in the comments!

rhea.desouzaCommunity Manager

published in Workflows and Automations

Community Carnival: Sales and Marketing Village

Subscribe. Please let us know so we can plan our day/s accordingly. Happy Diwali everyone! The Sales and Marketing Village will be text-based, giving you all the flexibility to pop by when you have time on October 27 and October 28.There’s going to be both, Freshsales Suite and industry based resources for you to engage with. We hope to see you in the comments section!A very Happy Diwali to you too, Varun!

rhea.desouzaCommunity Manager

published in Workflows and Automations

Community Carnival: Sales and Marketing Village

How do I sign up for these sessions? Hey @amandal :)We will be going live on October 27 and October 28 - Please feel free to ‘Subscribe’ to this post, and stay updated when a new session goes live! No sign ups required, as you are a Community member 🎉Please let me know if you have any questions.

rhea.desouzaCommunity Manager

published in Announcements and Events

Mission: Agent CX initialized | Take a look at your operation briefMission Brief

@Krishozky @H.Coetzee @Sathyanarayan.km Thank you for your contributions to Mission Agent CX! We tip our hats off to your Freshdesk expertise, and are eager to continue learning from you in the Freshworks community.Keep an eye out for a surprise from us in your inbox! 🎉🚀

rhea.desouzaCommunity Manager

published in Announcements and Events

RECORDING: How to become your productive best with Jeannie and Colin [Ask Questions]Mission 5

Hi @JUTrust Thank you for sharing your suggestion! We will see what we can do to curate an event on these lines 😄

keith.bucknallApprentice

asked in Products and Documents

CPQ, Quoting and Documentation

Hello @keith.bucknall Thank you for sharing your challenge with the community!Tagging a few folks who might be able to help you and share their own experiences with this use case @Aishwarya Parthasarathi @Navin Denzil @PeterS @Virgil @LuigiSghinolfi @NikkiMier

alyssia.correaCommunity Manager

published in Announcements and Events

AMA with Freshdesk Customer, Shehab Moustafa, Money FellowsAMA

Hi @Shehab ! Welcome to the community. 🎉My question is - what are some best practices you and your team follows when it comes to dealing with tickets from multiple platforms?

rhea.desouzaCommunity Manager

published in Announcements and Events

Sneak peak: Community, are you ready to guest blog?

@manns Great tips, as always!! For all those joining the Community Collective, take note, and start writing your first article. More information here -

rhea.desouzaCommunity Manager

published in Announcements and Events

Sneak peak: Community, are you ready to guest blog?

If people would appreciate them, I once wrote some blogging tips to help when it seems daunting, unnatural, and addressing other barriers to you sharing the great knowledge that you might not even know you have. Happy to dig out and share :) That will be super, Stephen! It will definitely encourage many more contributions 📝

rhea.desouzaCommunity Manager

published in Announcements and Events

Sneak peak: Community, are you ready to guest blog?

Maybe :) Excited to hear that! Your expertise would definitely be invaluable to this community. Stay tuned for more details next week 🎉

rhea.desouzaCommunity Manager

published in Announcements and Events

[Event Recording] Virtual happy hour with Colin CrowleyHappy Hour

Hello Community folks!A few hours to go before our second Happy Hour We look forward to interacting with many of you, as we explore how you can transform customer support into customer experience.If you haven’t registered yet, this is your last chance. SAVE YOUR SPOT NOW!

rhea.desouzaCommunity Manager

published in Announcements and Events

Community Spotlight: AMA with Freshdesk MVP, Kannan, Director of payments, ZaloraAsk me anything

Wow, this has been an exciting half-hour! Cheers everyone for taking the time to get involved. We hope to do many more such events that can help you make the most of your product. Last but not least, a huge thank you to @kannan.rajaratnam - your insights are much appreciated, and I’m sure our members would have learnt many things along the way.A happy dance to celebrate this session!Until next time!

rhea.desouzaCommunity Manager

published in Announcements and Events

Community Spotlight: AMA with Freshdesk MVP, Kannan, Director of payments, ZaloraAsk me anything

This next one I’m sure will be helpful for many! Q4: How has having a streamlined system assisted help desk agents be better at their jobs and not burn out, especially since expectations on customer support has RISEN through the pandemic? Besides the team we also used the opportunity to onboard stakeholders to use Freshworks to attend to escalations. The SLA with stakeholders helped to create the right expectation and a standard approach for the employees to remember. The data that we derive on tracing these interactions have been a great deal of help in structuring new process or optimising the current one. Love that idea!

rhea.desouzaCommunity Manager

published in Announcements and Events

Community Spotlight: AMA with Freshdesk MVP, Kannan, Director of payments, ZaloraAsk me anything

This next one I’m sure will be helpful for many! Q4: How has having a streamlined system assisted help desk agents be better at their jobs and not burn out, especially since expectations on customer support has RISEN through the pandemic?

rhea.desouzaCommunity Manager

published in Announcements and Events

Community Spotlight: AMA with Freshdesk MVP, Kannan, Director of payments, ZaloraAsk me anything

Next question! Q2: While it is key for a company to be available across mediums, which channel of support seems to work best for an online retailer like yours? First it was Friendster, Myspace, Facebook, Instagram and now Tiktok. Likewise, we have customers hopping between emerging trends and having chic and classy brand appearance demands us to be available on all platforms with social media gaining prominence in recent times. Wow! Going all the way back to Friendster 😀

rhea.desouzaCommunity Manager

published in Announcements and Events

Community Spotlight: AMA with Freshdesk MVP, Kannan, Director of payments, ZaloraAsk me anything

Next question!Q2: While it is key for a company to be available across mediums, which channel of support seems to work best for an online retailer like yours?

rhea.desouzaCommunity Manager

published in Announcements and Events

Community Spotlight: AMA with Freshdesk MVP, Kannan, Director of payments, ZaloraAsk me anything

Before we jump into the Q&A, I’d like to ask @kannan.rajaratnam a few questions to hit the ground running! So here it is - Q1: How has Freshdesk omnichannel helped you deliver delight? Could you share a few examples? Click ‘quote’ and share your answer. This question is open to the forum, so please feel free to add your thoughts too! Great questions to kick off the evening or rather night for me We love the idea of having seamless and interconnected view of our customers and Freshdesk delivers that. Regardless of channel where the customer is contacting us and move over to a different channel we are able to undertake and provide satisfactory resolution without having to have the customer to repeat their situation to us. The shift from traditional voice, emails to chat and social media is prominent yet customers do expect to retain certain replies in a more formal manner as reference and Freshdesk enables us to do just that. I think it is so important to ensure that

rhea.desouzaCommunity Manager

published in Announcements and Events

Community Spotlight: AMA with Freshdesk MVP, Kannan, Director of payments, ZaloraAsk me anything

Before we jump into the Q&A, I’d like to ask @kannan.rajaratnam a few questions to hit the ground running! So here it is - Q1: How has Freshdesk omnichannel helped you deliver delight? Could you share a few examples?Click ‘quote’ and share your answer.This question is open to the forum, so please feel free to add your thoughts too!

rhea.desouzaCommunity Manager

published in Announcements and Events

Community Spotlight: AMA with Freshdesk MVP, Kannan, Director of payments, ZaloraAsk me anything

…AND, WE ARE READY FOR TAKE-OFF!In our first customer spotlight session, we are joined by Zalora’s director of payments, Kannan Rajatraman! An experienced Freshdesk omnichannel user, Kannan will be tackling all your questions around ✈️ Driving customer delight using Freshdesk😀 Agent Efficiency and well-being💬 Consistent customer experience at scale for online retailers A warm welcome, @kannan.rajaratnam!

rhea.desouzaCommunity Manager

published in Announcements and Events

Community Spotlight: AMA with Freshdesk MVP, Kannan, Director of payments, ZaloraAsk me anything

Hello hello hello! It’s an exciting start to week 4 of March Madness, here in the community, no points for guessing why!T-minus 60 minutes to go! @kannan.rajaratnam from leading retailer and Freshdesk customer, Zalora joins us to chat about all things retail and Freshdesk.Keep your questions ready, and your experiences handy, it’s almost time to engage, and collaborate to get the most out of Freshdesk.Here are a few things to know before we get started - Drop in your questions in the comments section right here! Feel free to answer questions coming in from your peers. It definitely helps to get everyone’s perspective!. Be mindful of your comments to others and remember to abide by the community guidelines. Tagging a few folks to jump in and share their thoughts if time permits!@vin @finn @Samuel @Jerome.Haynes @JulianeB @foxcubmama @shimi @TheresaDorr @zachary.king @Arvind Ramamurti @ThatCommunityGuy @Isaac Thomas @alyssia.correa @meeta.sharma @akshara.sruthi @annapoorna.v @rashmi

rhea.desouzaCommunity Manager

published in Announcements and Events

Courtside with Community ft. Tibor Shanto | March 16 | How to become a pro at sales prospecting#CommunityChat

What a blast! It’s been an engaging hour filled with a lot of learnings and takeaways! A huge thank you to everyone who contributed their insights, questions and experiences - it will definitely be a useful resource to many! Finally, thank you Tibor for taking the time to share your expertise on the subject and the many useful tips and tricks. We’ll see you next time!

rhea.desouzaCommunity Manager

published in Announcements and Events

Courtside with Community ft. Tibor Shanto | March 16 | How to become a pro at sales prospecting#CommunityChat

It’s time for the last question - question no. 4!Q4: Metrics are key to success. But what metrics must be captured while handling prospects and how often?To answer this question, start your answer with A4, signifying the answer for Q4.

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