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Kamakshi VCommunity Manager

Got questions on how to use Whatsapp Chatbots to automate customer service? Ask our Subject Matter Experts!

Hello Freshworks Community!How’s it going?Are you making the most of WhatsApp chatbots to automate your customer service? If not, join our session to learn how. Our experts will guide you on delivering exceptional self-service via WhatsApp. Gain insights on providing proactive support updates, instant FAQs, and self-service flows to enhance resolution rates. You can also learn from our customer stories and participate in Q&A. Our panel of subject matter experts will show how you can: 🎯 Provide proactive support updates to reduce the volume of tickets raised 🎯 Answer FAQs instantly to reduce wait times for customers 🎯 Create self-service flows within WhatsApp to improve first-contact resolution rates 🎯 Learn from our customer stories how they use WhatsApp chatbots to increase CSAT Post your burning questions here, and our experts will address them during the Q&A session. Don't miss this opportunity to discover the full potential of WhatsApp chatbots for exceptional cust

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6 months ago

Kamakshi VCommunity Manager

published in Announcements and Events

🌟 Q&A with Product Experts !!! Elevate Your Customer Service Experience! Post your Questions here! 🌟

Hello Freshworks Community Members!! Happy Monday!!Are you ready to take your customer service game to the next level? 🚀 This webinar is tailor-made for you! Dive deep into the realm of omnichannel customer service, AI-powered agent assist tools, and self-service bots. In today's rapidly evolving landscape, meeting customer expectations is key, and Freshworks Product Experts are here to equip you with the latest strategies and tools to do just that. 🔍 What to Expect:🔶 Discover how to engage customers on their preferred channels.🔶 Learn how to boost productivity with Gen AI.🔶 Explore the power of automating support with cutting-edge chatbots.🔶 Gain valuable insights from real-life success stories.🔶 Witness Freshworks' customer service products in action.📅 Date: June 24, 2024🕒 Time: Slot 1: APMEA: 10 AM GST | 11.30 AM IST | 2.00 PM SGT | 4.00 PM AEST || Slot 2: EU: 11.00 AM BST | 12.00 PM CEST || Slot 3: NA: 9.00 AM PDT |12.00 PM EDT But wait, there's more! 📣 We want t

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6 months ago

radhika.kumar

published in Announcements and Events

Have you registered yet?

Sales Simplified, April 30, 2024 With a stellar lineup of speakers, our virtual event is your opportunity to discover the latest in Freshsales and get a sneak peek into the product updates we have lined up for the coming quarters! Hear from industry experts on the latest sales trends, best practices, strategies, insights, and so much more. You don’t want to miss this!Register Now

433

7 months ago

AnushaCommunity Manager

published in Announcements and Events

ITOM Unlocked >> Do more with FreshserviceNews

Have you scrolled past the IT Operations Management section on the Freshservice Admin page without ever clicking through? Or did you explore Alert Management and couldn’t find what you needed? Or perhaps tried to set up an on-call schedule and got stuck? Let’s get together and fix this! Announcing ITOM Unlocked – a multi format campaign right here in the Freshworks Community – designed to help you start using Freshservice IT Operations Management via direct engagement with our product experts. Look forward to:A live meet-up every month where we take up use cases shared by our customers An on-demand-how-to video addressing a customer query posted every week AMAs, Polls, & more!Can you tell us what’s the first live event under ITOM Unlocked in the Community? Comment below to kickstart a conversation with our Product Experts!

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7 months ago

DushyantCommunity Debut

published in Announcements and Events

Freshworks Affiliate Carnival

Hello Freshworks Community Members,How’s it going?We're thrilled to introduce you to an exciting opportunity – the Freshworks Affiliate Program. A unique chance to become part of the Freshworks family while leveraging your marketing skills for mutual benefit.The Freshworks Affiliate Program provides: Earning Potential: By promoting our products and services, you have the opportunity to earn generous rewards (upto 40% of the total revenue generated) and exclusive bonuses on top of it. Simply share your unique referral link with your network and once they sign up, we'll do the rest. Exclusive Resources: Gain access to a wealth of marketing resources and expert support to help you succeed as an affiliate.But that's not all! We're excited to announce our upcoming Affiliate Carnival – a month-long celebration dedicated to our affiliate community. Here's a glimpse of what's in store:Whether you're a seasoned affiliate marketer or just starting out, the Freshworks Affiliate Carnival promise

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7 months ago

Kamakshi VCommunity Manager

published in Announcements and Events

Join the Freshworks Insiders Session on Community, hosted by Rhea DeSouza

Hello Everyone!Exciting news! Join us for the first ever Community event on Freshworks Insiders, hosted by @rhea.desouza, on April 11, 2024 at 9:00 p.m. IST | 8:30 a.m. PDT.In this session, Rhea will walk you through the Insiders Program, breaking down its benefits and highlighting the significant value it offers. This will be an engaging, interactive discussion where you can directly get your questions answered by her.Now, let me introduce Rhea DeSouza. Some of you might recognize her as a former active Community Manager, currently steering the ship as the Program Manager for the Freshworks Insiders Program. Here's a quick bio to get you acquainted! Rhea DeSouzaCustomer Marketing SpecialistRhea, leading the Freshworks Insiders Program, joined Freshworks three years ago, initially contributing to the team that built this vibrant community. Transitioning to customer advocacy, her passion for creating indelible customer experiences became evident. The Insiders program, initiated six

461

8 months ago

niyathi.reddyApprentice

published in Announcements and Events

Win with Marketplace: Discover the Best Productivity Apps on Freshworks Marketplace

Hello Everyone!We are back with the new app recommendations as a part of the #winwithmarketplace series. Over the next 6 months, I will be sharing a specially curated list of apps that will help you easily navigate through our Marketplace. While you use Freshworks products to deliver an exceptional customer experience, Freshworks Marketplace brings together a host of apps for all your integration, customization, and automation needs with Freshworks products.This month’s edition covers the best-suited agent productivity apps you can install to empower your support team to deliver an enhanced customer experience.Check them out!Atlassian Jira Plus Want to create and associate JIRA issues with Freshdesk tickets? We have an app on Marketplace that can help you! Microsoft Teams Want to simplify cross-team collaboration? Try using the Microsoft Teams app! Trello Looking to achieve better results through enhanced collaboration? Give the Trello app a try! Tasks To Do Encountering diffic

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9 months ago

AnushaCommunity Manager

posted in Announcements and Events

Have you signed up for the ServiceOps Webinar yet?

Hullo folks!👋🏼Surfacing this upcoming webinar in your feed. If you want to catch up with the increasing chatter about ServiceOps, sign up and get your friends in ITOps along as well. Wonder why? Raise your hand if critical incidents in your organization:Require multiple teams to collaborate across the IT Service Desk, the Network Operations Centre (NOC), and DevOps ✋🏼 Your agents struggle to make sense of the flood of alerts and tickets, and to collaborate ✋🏼 Providing timely updates to end-users and stakeholders is time consuming ✋🏼The latest enhancements in Freshservice including workflows for alerts, status page announcements, and the inclusion of Google Cloud Platform might just help you establish the kind of incident management process that your organization needs. So, will I see you there?You know what, type in your questions below to help us align the webinar content accordingly.

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9 months ago

SnigdhaVittaldevSkilled Expert

published in Announcements and Events

#Storytime - Glen Dimplex and Freshservice: the ultimate dynamic duo in the world of IT adventures!#Storytime #Customerstories

Dear community fam,The third edition of #Storytime is here - your weekly ticket to a world of entertaining and inspiring customer tales! 😎Today we’re doing another epic ITSM tale and we’re using a familiar analogy from our previous posts!Imagine planning a trip with your friends to explore the global landscape of heating, ventilation, consumer appliances, flame, and precision cooling. Now, imagine doing this while embracing a sustainable world, led by Glen Dimplex, an international group headquartered in Ireland. They're not just into electric heating appliances; they're champions of low carbon solutions, making them the superheroes of keeping things warm without heating up the planet (how amazing is that?).But, navigating different territories comes with its challenges. For Glen Dimplex, with multiple business entities and IT teams scattered worldwide, it was like trying to keep track of passports in a crowded airport. Each region had its own ITSM tools, creating a tangled mess of te

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9 months ago

Kamakshi VCommunity Manager

published in Announcements and Events

📢 Exciting news for CS teams: Freddy Copilot goes live today! Get started now !!

Hello Folks!We are thrilled to announce that after a successful beta, our Copilot add-on is now officially going live! A big shout-out to all our customers who participated in the beta, providing invaluable feedback and helping us shape Freddy Copilot into what it is today. What can you expect from our newly launched add-on (CS): Access to AI-powered productivity tools such as conversational actions, proactive quality coach, conversational Knowledge base, and more exclusive features in the future. Complimentary access to Freddy Insights Beta for all your agents when at least one Freddy Copilot license is purchased.For continued access to Freddy Copilot and Freddy Insights, buy the paid add-on by Feb 19th.It's time to enhance your productivity, streamline your tasks, and unlock new possibilities with Freddy AI. Together, let's embrace this new chapter as we officially launch our add-on and embark on an exciting journey of productivity, efficiency, and success.Here’s our launch announc

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10 months ago

Ashwin SubramaniamFreshworks Creative Story Teller

published in Announcements and Events

[3 mins Survey] Your insights count! Here’s an opportunity for you to help us elevate our marketing content.

Hello Freshworks Community!I’m Ashwin from Freshworks’ creative storytelling team. At Freshworks, we love creating content that will make an impact on your careers and daily work life. In 2024, we’re on a mission to elevate the messaging we create for you. Take just 3 minutes of your time to share your thoughts in our survey, and let's create content that truly resonates with you. You can access the survey here! We look forward to hearing from you. Feel free to reach out to me directly if you have any specific inputs or suggestions!Thank you!

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10 months ago

Kamakshi VCommunity Manager

published in Announcements and Events

📢 Exciting news: Freddy Copilot goes live today for Freshservice! Get started now!

Hello Folks!We are thrilled to announce that after a successful beta, our Copilot add-on is now officially going live! A big shout-out to all our power customers who participated in the beta, providing invaluable feedback and helping us shape Freddy Copilot into what it is today. What can you expect from our newly launched add-on? Access to AI-powered productivity tools such as Ticket Summary Generator, Reply Suggester, Help Article Generator, and more features that we will continue to build Complimentary access to Freddy Insights Beta for all your agents when at least one Freddy Copilot license is purchased.For continued access to Freddy Copilot and Freddy Insights, buy the paid add-on by Feb 19th.It's time to enhance your productivity, streamline your tasks, and unlock new possibilities with Freddy.If you’d like to learn more, you can find all the resources you need here. Together, let's embrace this new chapter as we officially launch Freddy Copilot and embark on an exciting journ

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10 months ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Mission 1: Automate with Freshdesk | Challenge

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

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10 months ago

rashmi.nagCommunity Manager

published in Announcements and Events

Holiday Gifting Guide: The Perfect Gift for your IT Agents

While we all gear up for the holiday season and welcome the brand new year, expressing gratitude in our own small ways to those who make our work lives simpler and efficient - our IT Agents! The perfect holiday gift for IT agents exists! ‘Tis the season to delight your support agents with:Time‍AgilityKnowledgeInsight, and Emotional wellbeingRead through our visual cards to find out more!In addition to a warm blanket, a holiday watchlist, and a steaming cup of hot cocoa, IT agents could also use these service management functions for an extra merry holiday season: A self-service portal to avoid shoulder tapping incidents An enriched knowledge base to deflect tickets. Workflow automators to reduce manual efforts An extra pair of (virtual) hands to power through the holiday requests Milk, cookies, and a large serving of enhanced employee experience If you are an IT agent, share your holiday season wish list in the comments below!

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10 months ago

alyssia.correaCommunity Manager

published in Announcements and Events

Product IDEAS Section | FAQs

Hello Freshworks Community!Please find the FAQs for the PRODUCT IDEAS section ! Here, you'll find answers to common questions about submitting, sharing, and voting on product ideas. Get the information you need to make the most of your involvement in shaping our products. ❇FREQUENTLY ASKED QUESTIONS ✳ What is the Ideas Section?The Ideas section on Community is where Freshworks Community members can view, share, submit and vote on freshworks product ideas. This can be feature requests, enhancement to improve the product experience, and more. The goal is to give our community members a voice to share their ideas and get direct feedback from the product team. What can you do in the Ideas Section? ➡ You can search and view ideas previously submitted➡ Share your inputs/suggestions on submitted ideas➡ Vote on existing ideas that you like➡ Share new ideas What is an Idea? An idea is a member-submitted product feature/enhancement request. It is a recommendation/proposal for features not

6695

11 months ago

Kamakshi VCommunity Manager

published in Announcements and Events

A heartfelt thanks to you all and Happy Holidays!!!

Dear Freshworks Community Family, As we approach the close of this year, some of you might be wrapping up work, cozying up by the fireplace, or exploring favorite destinations. We would like to take a moment to revisit 2023 and reflect on the collective journey we've experienced together in this community. 2023 has proven to be a remarkable year on various fronts. The launch of Community 2.0 ushered in a wave of exciting features and improvements. This encompassed the recommencement of Community Events, the engaging 'Community Hours’ sessions, updates on the IDEAS Section, and the introduction of Community Subject Matter Experts. The much-anticipated activation of 'Dark Mode' for our Freshservice users was a highlight, being the top voted IDEA on the Community. It was a delightful Christmas surprise from our Freshservice Santas to our users! 🎅🌙Thank you for your support through the changes, enhancements, and optimizations that the community und

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11 months ago

SnigdhaVittaldevSkilled Expert

published in Announcements and Events

#Storytime - Elsevier's Digital Transformation Story#Storytime #Customerstories

Welcome to the second edition of #Storytime - your weekly ticket to a world of entertaining and inspiring customer tales! 💥We are touching the realms of ITSM with today’s tale on digital transformation!Have you ever wondered what it would be like to effortlessly manage your IT services, like a finely tuned engine that propels your organization forward? The smooth operation of a well-maintained machine is essential for optimal performance and productivity. 🚀 Elsevier, a global leader in information and analytics, found themselves faced with the challenge of keeping their IT systems running smoothly. They sought a solution that would act as the engine of their IT operations, ensuring seamless functionality and driving their success.Much to their liking, they encountered Freshservice, the instrument that enabled Elsevier's IT service management. Like an efficient motor, the tool provided the reliability needed to power their operations.Becoming central to their IT infrastructure, Freshs

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11 months ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Join Freshworks Insiders - a celebration of YOU!

Hello Freshworks Community Fam!!The holiday season is upon us, and we're thrilled to share some exciting news that will add even more sparkle to your festivities! 🌟 Introducing Freshworks Insiders – a celebration of YOU, our fantastic super-users! 🎁 What is the Freshworks Insiders?Designed to celebrate and empower our customers, it is a space where your voices are heard, your stories are shared, and your impact is felt. 🌈 Why Should You Join?Your Voice Matters: Share your success stories and holiday triumphs! Take part in curated challenges and asks to win points! Take center stage: Let's talk about you! We'll shine the spotlight on your expertise and industry knowledge, so you can inspire peers across the globe. Exclusive Rewards: Tis' the season of giving, and we're giving back to you! As a part of our program, you'll have access to exclusive perks, discounts, and goodies. 🎉 How Can You Get Involved?Getting started is. Visit our website, click 'Join Now,' and voila, you’re a par

2623

1 year ago

Kamakshi VCommunity Manager

published in Announcements and Events

#AskAllyAnything - AMA with Community TeamCOMMUNITY HOURS

Hello everyone! We're excited to kick off our Community Hours - AMA sessions - #AskAllyAnything. Whether you're new or a community champion, this session is packed with value, and @alyssia.correa is here to answer all your questions. These sessions will be held on both Tuesdays and Wednesdays, to ensure that we can accommodate all our community members across different time zones. :)We’re really looking forward to connecting directly with you. We cannot wait to discuss the new community and its updates, and hear your valuable feedback. Here are your link to Register to the Upcoming session! Register Here - For those who are wondering, what’s in store… here you go!Agenda -New Members Welcome: Join us, introduce yourself, and take a deep dive into the new Community. Exclusive Virtual Tour: Get ready to explore the exciting updates and features in Community 2.0—it's going to be awesome! Feedback Time: We encourage you to ask questions and share feedback on the new structure, navigation,

51812

1 year ago

Kamakshi VCommunity Manager

published in Announcements and Events

Happy Thanksgiving Everyone!

Helloo Freshworks Community Fam!!!We are already hearing the jingling of bells 🔔🌟and the sweet melodies 🎶 🎉🎄 of Christmas carols. It’s the most wonderful time of the year again ❄️🎇🎉!!! As we reflect on the year gone by, it’s also an important time for us to express our gratitude to each one of you for being an integral part of our Freshworks Community family! Without your unwavering support and passion for sharing knowledge, this thriving community wouldn't have evolved into the vibrant space it is today.This Thanksgiving, we want to take a moment to share our heartfelt appreciation for our colleagues and team-mates who are the real heroes and champions of the Freshworks Community - they work tirelessly behind-the-scenes, extending all kinds of support and are the gears who help us run our community engine smoothly.We also wanted to thank our customers and community members for extending their valuable time to contribute their expertise as w

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1 year ago

alyssia.correaCommunity Manager

published in Announcements and Events

🚨 ANNOUNCEMENT !!!! Update on PRODUCT IDEAS Section 💡

Hello Freshworks Community, As most of you know our Community platform went through a big revamp this year as well as improving many other sections to provide a better user experience. Incase you missed the update on Community 2.0, here it is !As we had promised, one of our big focus areas has been on improving and upgrading our experience on the "Product Ideas” section - our most popular segment on the Community.We know that the experience there has been less than stellar and we have been working very closely with our Product teams to build a robust process to review and share updates for the feature requests at scale. And share best practices for us to leverage and use the section more efficiently. As we begin revamping the section, please find the updates below: ✔ All ideas from before 2022 (i.e. 31 Dec 2021) will be closed for voting. This means that while the idea is still in the community, members will no longer be able to vote for them. ✔ Due to the large volume of ideas, our

10539

1 year ago

alyssia.correaCommunity Manager

published in Announcements and Events

Freshworks Community 2.0 is LIVE !!!! Check out what's new!COMMUNITY NEWS

Hello, hello Freshworks Community, It’s been a minute and we’re already 6 months into 2023!! We know we say this often, but seriously - where has the time gone?We know we’ve been pretty silent for a while and not had as much activity or updates that you may have been used to, but we do have some exciting developments and news for some of the changes coming your wayyy…. So what are these big changes you ask? Drumrollll pleasee…🥁🥁🥁 We’re RE-LAUNCHING the community, so get ready for⚡⚡🥁 Freshworks Community 2.0 🥁 ⚡⚡ Over the last few months, our team has been tirelessly working to build out this new structure, gathering feedback from our customers and our employees to really elevate your experience in the community. Granted, it’s taken a wee bit longer than anticipated to launch the new version of the community, but that’s because we want to get this right for you - so we can only request for a little bit more of your patience while we iron out a few more nuts and bolts.We’d still lov

75215

1 year ago

Kamakshi VCommunity Manager

published in Announcements and Events

Service Tutorial Session, Ft. Eric SmithASK THE EXPERT

Hey Freshworks Community Fam! Are you familiar with Freshworks Professional Services and its offerings? Explore it with us in our upcoming Service Tutorial session.I’m really pleased to announce the first Service Tutorial session with our Subject Matter Expert (SME) @eric.smith on Wednesday, November 8 at 9:00 p.m. IST | 4:30 p.m. CET | 7:30 a.m. PST.This session will give you an overview into 'Freshworks Professional Services,' where you'll learn about our service offerings, team structure, and the key value drivers that empower your business growth.But first, I’d love to introduce Eric and share a little more about him below: Eric SmithManager, Service SalesFreshworksEric is a Services Sales Manager at Freshworks with over 15 years of experience in large enterprises. He's a key driver of Freshworks' growth, specializing in strategic sales. He is committed to top-tier project delivery and always has a customer-centric approach. Eric's passions include golf, ice hockey, aviation and h

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1 year ago

Kamakshi VCommunity Manager

published in Announcements and Events

🗓 ⌛ November - Community Events RoundUp - Mark your Calendar !!

Hey Freshworks Community Fammm!As we near the holiday season, let's wrap up the year with valuable learnings. To facilitate this, we have our Subject Matter Experts hosting monthly events that are packed with a lot of insights and expertise.Also, as we approach the end, we're working on something bit more fun too (stay tuned for updates 🎉!).Here’s a roundup of November's events that you may not want to miss!!! Exploring Freshworks Professional Services: An Overview hosted by @eric.smith Date: November 8, at 9:00 p.m. IST | 4:30 p.m. CET | 7:30 a.m. PSTRegister Here: Ask Your Questions Here: Live Q&A session on Customer Service Suite with @Preethi Cx expert Date: November 14, at 9:00 p.m. IST | 4:30 p.m. CET | 7:30 a.m. PST Register Here: Ask Your Questions Here: Benchmarking: The path to service excellence and service desk efficiency hosted by @Anand.Elangovan Date: November 16, at 3:30 p.m. IST | 10:00 a.m. GMT | 9:00 p.m. AEDT Register Here: Ask You

623

1 year ago

SnigdhaVittaldevSkilled Expert

published in Announcements and Events

#Storytime - Trainline's travel tale#Storytime #Customerstories

Hello fam, Welcome to the first edition of #Storytime - your weekly ticket to a world of entertaining and inspiring customer tales! 💥We’re kicking off this series with a European adventure - Trainline and Freshworks. A tale where travel meets seamless customer experience, creating unforgettable memories along the way!Picture this: You and your pals are all set for an epic adventure across Europe and the UK. You're pumped, they're pumped, and you're ready to go. But let's face it, planning a trip can be as confusing as trying to fold a road map in a hurricane.Enter Trainline, the rail and coach travel brand that's got your back, no matter how many wrong turns you take (intentional or not). They serve travelers from more countries than you can count on one hand and have more downloads of their app than you have selfies on your phone (which is saying something).Now, here comes the pandemic, throwing travel plans into more loops than a roller coaster. But Trainline doesn't back down from

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1 year ago

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