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rashmi.nagCommunity Manager

Share your thoughts: Summer '22 Product Launch

The Freshworks Summer ’22 Product Launch highlights new and recent innovations to empower the people that power your business. The product updates are designed to make work easier and more delightful. What product update will be most impactful to your company?Let’s take a peek into some highlighted capabilities that make delight easy across customer and employee experiences.Freshchat Equip your agents with total customer context across use cases, such as Support, Sales, and Marketing, through the power of Freshworks Neo Platform's Unified Customer Record (UCR) - enabling the agents to delight customers flawlessly.Learn about additional capabilities of Freshchat here Freshdesk With Custom Objects, agents need not switch between multiple tools, but instead can bring in business-critical information from other data sources right into Freshdesk. That’s what we call empowering agents to resolve issues faster and in a contextual manner.Learn about additional capabilities of Freshdesk here F

1824

2 years ago

akshara.sruthiSkilled Expert

published in Announcements and Events

Coffee Chat on May 17 at 11:00 AM EST: Successfully implementing self-service within an organization

Our next Coffee Chat is here. We have @manns hosting it for us ☕️ 🎉It’s happening on Tuesday, 17th May 2022 at 11 AM EST.The topic of discussion is: Successfully implementing self-service within an organization.Please block your calendars for about 45 minutes to answer five questions and have an interactive session with Stephan Mann, Principal Analyst and Content Director at ITSM.tools Be sure to mark your calendars for this one! Which challenges and opportunities drove your organization to adopt IT self-service capabilities? How would you rate your self-service success to date, and why? What are the most significant issues you faced in introducing your self-service capabilities? How does your organization encourage employees to use its IT self-service portal? In particular, how did/do you market your self-service capabilities? What are some of the good or best practices you’ve adopted to drive your self-service success? Have you extended your IT self-service portal to othe

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2 years ago

Arvind RamamurtiSkilled Expert

published in Announcements and Events

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

Hey Community! The 5th edition of the CX review is out. We surveyed experts and practitioners to identify and unveil CX trends that will likely play out in 2022. Read it here. And this is your chance to explore the topic with our in-house specialist, Meeta Sharma. Grab a cup of coffee, and hang out with us on 28 February at 9:30 AM PT to dive deeper into these CX trends. Ask questions, get insights, and network with your peers. To help you get a head start on the coffee chat, here are some of the high-level takeaways from all the interviews and research we did: There will be more CX representation at the top table. The role of a CXO will become essential and hence more defined. CX veteran Greg Tucker shares the defining tenets of their role. Basics, consistency, and focus will define customer experience in 2022-Gurnoor Dhillon, CEO at GoToko explains why simplicity is the ultimate sophistication. Experiences will move from automation to prediction. It would mean that CX teams will

15217

2 years ago

rashmi.nagCommunity Manager

published in Announcements and Events

Community Spotlight: AMA with Freshservice MVP, Keefe Andrews, Director of IT, SpawGlassAsk Me Anything

Hola!! March is on a roll, we know, but it’s not ending soon. Up next, we have an exciting AMA session with our very own @keefe.andrews!The spotlight this time on this edition of the community take-over will be on Keefe Andrews, Director of IT at SpawGlass, a Freshservice customer and a Refresh Community Champion. Keefe was kind enough to answer some initial questions for us already, and we’ve got them here for you.Question 1: What has your journey using Freshservice been like? Question 2: What features have you derived the most value from during your time with Freshservice? Question 3: What does your time in the Refresh Community look like? Question 4: Do you have another example to include in the Freshservice Ninja Playbook? Question 5: What would you like to share with the Refresh Community?But this does not end here. Here’s an opportunity for you to connect and ask questions to Keefe on anything regarding his journey so far and his experience using Freshservice and the Refresh comm

36850

2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

[Event Recording] Virtual happy hour with Colin CrowleyHappy Hour

March (madness) IS upon us, Community folks! We are thrilled to present a slam-dunk event this month -A virtual Happy hour hosted by CX thought leader, @Colin Crowley In this edition we will be tackling the transformation of customer service into customer experience. This 60 minute interactive virtual workshop will dive deeper into the why, the when and the how. Have a question for Colin? Drop them in the comments below!

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2 years ago

Juhi SinghApprentice

posted in Announcements and Events

Community Hours: Join us LIVE on 24th March 2022 ✨

We invite you to join the second "Community Hours" session and bring you the opportunity to connect with the Freshworks developer community.REGISTER Topic: Using Request Method to Make API Calls in Freshworks AppsSpeakers: Meet the Freshworks platform expert @Raviraj When:24th March 20225:30 pm IST (India)| 1:00 pm CET| 12:00 pm GMT (London)Check your time zone What will we cover?In this session, we will go over making API calls with Request Method from the Freshworks apps, what does the platform offer for security, the limitations involved, and the options to overcome the limitation.Making API requests are critical for the integration apps and to retrieving and modifying the data on Freshworks products. Security is an important aspect as these transactions happen over the internet and require authentication and authorization mechanisms to securely share the data.What will you learn? How to make API requests from Freshworks Apps Why use the Request Method feature of the platform?

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2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

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

Hello there,I come bearing some exciting news!! We are hosting our very first Community take-over The spotlight will be on Kannan, Director of Payments, Zalora, a Freshdesk customer, on March 22. Let’s take a look at their background -- This is a great opportunity for you and your team to connect with a Freshdesk customer, and ask any questions that can help you make the most out of our product. How does it work?Post your questions in the comments section below Kannan will monitor the post to answer your questions Engage in a conversation, ask follow up questions or share your two centsSee you on March 22 at 10:30 AM ET/ 9 PM IST

47139

2 years ago

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

Calling all sales enthusiasts,This one is for you! Welcome to another edition of the #CommunityChat, where we explore a relevant topic with specialists, and YOU. Theme: How to become a pro at sales prospecting In this session, we will be joined by @Tibor, a sales leader for over 25 years. Called a brilliant sales tactician, Tibor helps sales teams and organizations translate strategy to results through a focus on execution. Tibor develops salespeople who understand that success in sales is about Execution – Everything Else Is Just Talk! Here’s a list of questions we will be tackling - What qualification frameworks do you use to identify prospects? Is there a way to qualify your list of prospect, prioritizing those that are close to becoming sales opportunities? If yes, how do you do it? Prospects can be reached out to via email, social and cold calling. What form of communication works best for you? What are some tips to start a conversation with a prospect? Metrics are key to succe

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2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

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

Well hello Community! Happy March! Let’s shake things up a bit and have ourselves a fun treasure hunt 💎💎💎💎💎💎💎💎💎 Here are your ground rules -- The clue will lead you to a word, phrase, or topic hidden somewhere in the Refresh Community. Make your way through the community to find the right article. Label your answers from 1 - 7 and add the respective article links in the comment section of this thread. The first person to correctly find all the treasures will win a surprise prize! Treasure hunt ends March 11. Ready or not, here we go!

48312

2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

The road to March Madness 🚀 | Take a look at your line-upMarch Madness

Spring, in the Northern Hemisphere, is almost upon us, and the Freshworks Refresh Community is ready to celebrate 🎉. We are super pumped to be hosting a range of activities in the community that are sure to set your heart racing. With an exciting lineup of learning sessions, community activities and giveaways, this is one court you absolutely want to be on! Week 1 - Demo district - There is no airball here, with the perfect set of demos of the top support questions answered by our inhouse experts from Freshdesk, Freshsales and Freshservice. Week 2 The community hunt - Think you can hit nothing but net? Hunt and peck through all of the new features and resources we released in the last few months to find the treasure and win a $25 gift card. Week 3 Courtside with community - Hang ten with the community ( and your favorite beverage ☕🧃) to get a roundup of what's happening on key topics. This quarter, we are talking about all things eCommerce and IT Operations Management. Week 4

3598

2 years ago

rashmi.nagCommunity Manager

published in Announcements and Events

The Demo District | 3 key Freshservice features explained | March MadnessThe Demo District

Happy March, community We’ve got the perfect match-up for you as we kick start March madness, Freshservice customers!Presenting the Demo District, a visual space where you can deep-dive into the Freshservice universe. Spread across three videos, our product experts Anusha @Anusha, Prathiksha @prats and Sahana @Sahana Sekar give you a detailed low down on the following themes:New employee onboarding On-call managementThere are a host of takeaways, so listen in NEW EMPLOYEE ONBOARDING: ON-CALL MANAGEMENT: WORKFLOW AUTOMATOR: If you have any questions about these features, add them in the comments below, our product experts are at your service.What topics/ support questions would you like us to cover next? Tell us in the comments.

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2 years ago

Arvind RamamurtiSkilled Expert

published in Announcements and Events

The Demo District ft. Freshdesk | 3 key features highlighted | March MadnessDemo

Hello Freshdesk folks We’ve teed up the perfect demo to kick start March (madness)Presenting the Demo District, a visual space where you can deep-dive into the Freshdesk universe. Product expert, @hemanth.ramya has lined up the perfect jump shot. Dive into the video to get your hands on Solutions and permissions Customized notifications Agent update/ addition If you have any questions about these features, add them in the comments below, our product experts are at your service.What topics/ support questions would you like us to cover next? Tell us in the comments.

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2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

The Demo District | 5 key Freshsales features previewed | March MadnessThe Demo District

Hey folks, It’s time for March (Madness)! The first match-up in this series is between Freshsales and you. Presenting the Demo District, a visual space where you can deep-dive into the Freshsales universe. Let product expert, @gururag.kalanidhi be your guide in this district. Hear him talk about key takeaways and insights into 5 features that can help you speed up Freshsales workflows. Topics we cover - 0.35 - Summary section1.05 - Deal rotting1.34 - Territories and auto assignment2.04 - Sales sequence2.26 - SMS If you have any questions about these features, add them in the comments below, Guru will assist you in finding a solution.What topics would you like us to cover next? Tell us in the comments.

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2 years ago

rhea.desouzaCommunity Manager

published in Welcome

What can the Refresh Community do for you?Getting started

Have you heard of Jaime? He's been seen around the Freshworks LinkedIn page sharing his experience with and insights into the Refresh Community.Here’s how the community has helped him - Network. This is your golden opportunity to connect with peers, unearth a whole new world of product understanding, and make the most out of your Freshworks suites! Every day is a party around here. Join in, let's get talking. Learn. Take a moment to upskill and accomplish with ease! Garner in-depth knowledge about Freshworks products from experts, peers, and content that gives you all the deets. Take a look - Grow.Catapult your growth! Get exclusive access to content that will help you boost your expertise within the Freshworks product suite, and beyond. For example, have you seen our tips tuesday series for Freshdesk customers? - ...And so much more!The community team is at your service!

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2 years ago

Arvind RamamurtiSkilled Expert

published in Announcements and Events

Launching #TipsTuesdays

We can't believe its almost the end of February, where is the time flying? We hope you’ve all had a good start to the year :)The community was built for us to share, learn and find product solutions and ofcourse make our work lives a whole lot easier. That's why we're super excited to be launching #TipsTuesdays - Freshdesk tips and tricks that would be very useful. The first edition is all about Ticketing workflow. Check it out below: #TipsTuesdaysWe'd love to hear from you- comment below if you found this useful and if there are any cool hacks you want to share! Also, let us know if you want to see tips on something specific.Watch this space for the next edition

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2 years ago

SanaSiddiquiSkilled Expert

posted in Announcements and Events

Freshsales : Recipe For Success - The Proof of the Pudding is the Revenue

The whiff of Christmas is in the air. It's time to get cooking, make puddings and pies, and also close some delectable sales! Here is a recipe for success!

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2 years ago

RiazSkilled Expert

published in Announcements and Events

Masters of Moment: Matt Abrahams | Episode 3LinkedIn Live

For the third episode, we want everyone to understand one major thing; customers want to be heard. They care about being acknowledged and feeling understood.However, listening can easily become a background event; an activity occupying your surroundings, but not your consciousness. The difference between simply hearing what’s being said and really listening is attention.Cultivating attention opens up [mental] pathways that let you focus on customer problems better.Join us on Wednesday, Feb 16th, 2022, along side Alan Berkson and Matt Abrahams, as they talk through cultivating the sense & skill of active listening.To register for the event follow through to the event page below, and if you’d like Matt to answer some of your questions, write them down below!

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2 years ago

Juhi SinghApprentice

posted in Announcements and Events

Community Hours: Join us LIVE on 24th February 2022 ✨

We are super excited to kickstart our latest initiative “Community Hours” on the occasion of the second community anniversary! It would be a monthly virtual catch-up to connect and learn from the experts in the community and know more about the Freshworks Developer Platform.Topic: Types of Apps You Can Build Using Freshworks Developer PlatformSpeakers: Meet the Freshworks platform experts @satwik and @Saif When:24th Feb 20225:30 pm IST (India)| 1:00 pm CET| 12:00 pm GMT (London)Check your time zone. REGISTER NOW What will we cover:In this session, we’re going to showcase how with different ways you can build the apps and unlock opportunities with Freshworks. As an attendee, you will get to know how to solve business problems based on the app distribution model that works for your use case. We will also delve into standard requirements developers often recognize to take their apps to users.What will you learn? App Platform Apps for Custom Problems Apps for Common ProblemsCode Cover

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2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Day 6: Holiday Delivery: 7 email templates to increase open rates this holiday season.Infographic

The Community elf is making a stop on Day 6 of the 12 days of Refresh Community for a special holiday delivery - 7 effective holiday email templates that will turn your boring sales emails into creative, eye-catching messages that even your coldest prospects won’t wait to open like a big Christmas box wrapped in shiny paper. Tap here to open the templates.Happy Holidays!

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2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Day 10: The 2021 Community highlight reel | Take a look!News

As we bid adieu to 2021, we wanted to take this opportunity to THANK YOU for your contributions in growing the Refresh Community. What better way to do that than by sharing a token of gratitude from the team: PresentingThe 2021 highlight reelLet’s take a moment to look back at the many events hosted, coffee chats attended, conversations had, problems solved and takeaways learnt - all that we achieved together in under 60 seconds. Check it out - Here’s to 2022! See you there 🥳

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2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

How to avoid customer service pitfalls ft. Micah Solomon | #AskMicahVideo

Hey Community folks,Before we wrap up 2021 (and our 12 days of Refresh Community), here’s a bonus video from CX consultant and subject matter expert, @Micah Solomon In this video, Micah Solomon shares his take on the topic, ‘How to avoid customer service pitfalls’ - a series of easy to remember best practices that a support agent can immediately include in their own conversations.Avoid defensive language Remember to smile, including when you are on the phone Beware of the cliff of dissatisfaction Remember that you can offer far more than mere transactional value Expect things to go wrong - and be prepared.If you would like to know more, or have a question for Micah, feel free to add it in the comments below. Until next time,

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2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Day 12: It's time for the Community Giveaway | Win a $500 voucherGiveaway

Hello Refresh Community,We’ve made it to Day 12! Are you still with us? To wrap up the exciting 12 days of Refresh Community, and to celebrate the new year, we are hosting a Community giveaway. It’s the time to give, receive and spread some cheer - so join us for the final shebang, and get involved to take away a voucher worth $500. What do you have to do to be eligible for this lucky draw? Be a Refresh community member Post a comment (a line or two) below with your expectations from the community in 2022. (Hint: The more active you are on the community, the luckier your chances!) One lucky winner will be announced on December 23rd. The countdown starts...NOW!

40025

2 years ago

meeta.sharmaTop Contributor

posted in Announcements and Events

The CX Review: Last issue of 2021 is now out

It’s been four months since we launched The CX Review - a monthly publication that breaks ground on all things CX. Since launch, we have explored how CX champions can navigate uncertain times by leaning into principles of customer centricity (Issue 1), how they can help chart a clear path to business growth (Issue 2), lean into technology to improve their latitude of actions (Issue 3) and get better at shaping customer journeys that deliver impact and delight (Issue 4)Every issue is grounded in tactical advice and wisdom from CX experts and practitioners around the world. We invite you to read, explore and subscribe to The CX Review to get unlimited access to expert tips and insights on CX on a monthly. NEW: Now you can LISTEN to all articles in The CX Review. Click on a story to find a link to audio!

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2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Ask the Expert ft. Ramya ❓ | Your Freshdesk blueprint for the holiday break | Ask our in-house expertConversation

Hey folks,Introducing Ramya, Technical Account Manager at Freshworks - Freshdesk Support Desk. I will let her take over in the comments, but to give a short introduction, she has been with Freshworks for over 2 years, solving product and technical issues, building meaningful and lasting relationships with customers along the way. And, as the holiday season is upon us, we thought of no better time than now to help you get the most out of your Freshdesk experience during this time in the first of many Ask the Expert sessions. Topic: Your Freshdesk blueprint for the holiday breakWe want you to be prepared for the holiday rush - share your questions and challenges, learn a few tips and tricks, and get festive ready with Freshdesk. Ramya is available until December 17, answering your burning questions. So, fire away in the comments below… A few cues to g

138436

2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Day 11: What’s a holiday without memes? | A round-up of our favoritesMemes

What’s a holiday without a few memes? We put our Community elf to work, and he’s back with a round-up of our favorites - Sales ITSM (Kudos to @vishnu.selvaraj) Customer support (created by @Arvind Ramamurti) What are your favorite holiday memes? Let’s keep it going

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2 years ago

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