Replies posted by Ishan
Great, so here’s the first question for the dayQ1: 🎧 A common challenge faced by many customer support representatives is not having an answer to a query. What processes do you have in place to ensure situations such as these are handled in the best manner? To answer a question, tag the answer with the corresponding number. For example, if you are answering the first question Q1, start your answer with A1 and use the Quote option A1: Personally, I’ve always felt an internal Knowledge Base is indeed the best way to ensure that an agent has an answer at their finger tips. Having said that, a KBase can’t be built overnight and will have to be laid, brick by brick, article by article. During the implementations, especially for customers who don’t have a KBase yet, I’ve always recommended the agents contributing to the KBase on the fly, by just converting their replies automatically to drafts under the Solutions tab.For queries not on the KBase, the agents can always the Fres
Our first question for the day: Q1: How can growing businesses with lean teams foster an alignment between Sales and customer support? To answer a question, tag the answer with the corresponding number. For example, if you are answering the first question Q1, start your answer with A1 and use the Quote option A1 - more thoughts! The best organizations create a cycle of feedback internally and externally. That product team and sales team constantly at odds need productive and empowering ways to communicate to one another about what’s realistic and what’s not. It’s also important to consider how to weave in the customer feedback beyond just the sales team or tech support. What are we hearing from customers, and what can we all do about it? Getting your sales leaders on board with seeing themselves as customer experience leaders will help empower your organization to make the right promises to your customers. Our first question for the day: Q1: How can growing busines
Community Spotlight: AMA with Freshservice MVP, Keefe Andrews, Director of IT, SpawGlassAsk Me Anything
Hey @keefe.andrews. My question for you What’s something you enjoy about the work you do? Curious to know Thanks for taking time in doing this. Two of the most enjoyable parts of my job are: Developing new IT team members. At SpawGlass, we don’t just build buildings, we also build people. Over half of my team started their IT career at SpawGlass, and we invest in them and provide plenty of training and support so they can be successful in their roles. It is very gratifying to see how the experience of my team grows each quarter. Watching the “aha IT moments”. Part of the joy of working in IT is delivering solutions that makes our team members work hours better. When we can introduce a process or technology that reduces waste or show someone how to take a 30 minute task and turn it into a 3 minute one, it is very gratifying to see the satisfaction on their face. Optimizing processes and workflows is key! At Spawglass, how often do you carry out such activities
A1: In my opinion it is going to be shrinking the gap between employee experience and user experience. It is one thing to take industry leading platforms and make them available to your employees. But those technologies need to be easy to use and adopt into your organization. And then from there they should unite the employee and customer in a unified approach to solving problems. And this being all the more important in a hybrid model?
Here’s something I’d like to know more about - if surveys are not the best option, what are some other ways to monitor and keep track of customer satisfaction? Preferably less expensive use cases. Hi Ishan. All said, survey is the most convenient method of feedback collection. However, survey by itself self tells little. Often customer responses follow the inverse bell curve, peaking at both extremes of the axis and dipping in the middle. It means most CSAT metrics and NPS scores are biased by those on the extremes: the delighted and angry. CX experts and practitioners agree that it is is best to support survey with follow up questions/interviews to corroborate a customer’s responses. As an alternative to surveys (or as a supplement), forward looking companies at looking at real-time monitoring and predictive analytics tools. These are tools that, put simply, pay attention to a customer’s observable activities like interactions with product, conversations with support, an
So true @Micah Solomon ! As someone who works in the events marketing space, going the extra mile to keep clients or customers happy is crucial. Whether it be spending a little extra time to answer questions or remembering details shared from another event, it really just comes down to doing more than expected to foster long term relationships. :)
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