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Replies posted by Ishan

9 Replies

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

AMA with Freshdesk Customer, Shehab Moustafa, Money FellowsAMA

Hi @Shehab 17 years in customer experience! What has your journey looked like? 😃

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

Hello,I’d like to know how do you and your agents go about prioritizing the tickets that are coming in from multiple channels? 

47124
mariaa
Community Debut
3 days ago
rashmi.nag
Community Manager
rashmi.nagCommunity Manager
published in Announcements and Events

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

34950
keefe.andrews
Skilled Expert
2 years ago
rashmi.nag
Community Manager
rashmi.nagCommunity Manager
published in Announcements and Events

Join in for a #CommunityChat | March 14 | Uninterrupted IT, Unstoppable Business#CommunityChat

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?

33474
fivemhosting
Community Debut
1 year ago
rhea.desouza
Community Manager
rhea.desouzaCommunity Manager
published in Announcements and Events

The March Madness Treasure Hunt is on! | Win a prizeTreasure Hunt

Here’s my attempt -Clue 1:  Clue 2:  Clue 3 & 4: No ideaClue 5: Communities?  

48312
R
Community Debut
2 years ago
A
Skilled Expert
Arvind RamamurtiSkilled Expert
published in Announcements and Events

Let's talk CX | Feb 28th| Post your questions for our CX expert

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

15017
manns
Skilled Expert
2 years ago
A
Skilled Expert
Arvind RamamurtiSkilled Expert
published in Announcements and Events

Let's talk CX | Feb 28th| Post your questions for our CX expert

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. 

15017
manns
Skilled Expert
2 years ago
rhea.desouza
Community Manager
rhea.desouzaCommunity Manager
published in Announcements and Events

❓ #AskMicah | How to delight upset customers? | Ask your questions!Ask Me Anything

Question: Is there anything that can be done post an interaction with an unhappy company? (to essentially prevent a similar situation from cropping up). If yes, what are some steps?

43821
Micah Solomon
Skilled Expert
2 years ago
rashmi.nag
Community Manager
rashmi.nagCommunity Manager
published in Announcements and Events

Community Matters | Episode 2: Reimagining ITSM with Online Communities ft. Stephen Mann | WATCH NOW!Interview

My question for Stephen:What are some of the barriers to achieve success with AI adoption, and what steps can be taken to overcome them?

3178
manns
Skilled Expert
2 years ago

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