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

Adding another exciting event to your Community stocking - A live AMA session with CX Consultant and author, @Micah Solomon and Vice president, customer success, Freshworks, Disha Gosalia, where they will discuss how to successfully work with a customer who is upset, frustrated or disappointed.Whether you are facing a challenge in this area, have a question or looking for quick takeaways to build your capacity for delighting customers, tune in as Micah takes you through his MAMA (method of service recovery) formula, Disha shares her DDD framework, and answers some of your burning questions. This is another first on the Refresh Community, and we look forward to an exciting session with valuable takeaways. Key InformationDate: 14th DecemberTime: 8:00 AM PST / 4:00 PM GMT / 9:30 PM ISTTopic: How to delight unhappy customersLink: Watch it right here, or live on LinkedIn. WATCH THE CHAT LIVE Comment your questions down below, and tune in to see what Micah and Disha have to say. Here’s the

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3 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

☃️📅 Day 5: 5 hacks to wrap up the festive season rush | What are yours?Blog

Hey Community members,After a very successful Happy Hour yesterday, where we got to meet many of you (we’ll have a recording up soon), we move onto Day 5. On the agenda for today is reflecting on and learning from past experiences by customer support teams/ agents to stay optimized this holiday season.The holidays are a time for candy canes, plum cakes and parties. But, as a customer support agent, this time of the year might not be as jolly. While the holiday rush is accompanied with a dose of madness, it is also a crucial time to wow your customers.Here are some hacks to wrap up the festive season with ease (some from our very own members):📓 Use of documents & guides: @finn says, “Written documents are life saving! Last year we had nothing on workflows or project maps. Now we are ready to deal with any enormous change. The only thing we have to do is update the documents 🙂 I think that Fresh provides very useful tools on the help desk. Dashboard announcements, solutions, forums

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3 years ago

rashmi.nagCommunity Manager

published in Announcements and Events

UPCOMING: Let's plan our very first Virtual Happy Hour together!Conversation

Hey folks!As the festive season draws close, and our decorations are pulled out of storage boxes (who am I kidding, I already have mine up!), we thought there was no better time than now to mix, mingle and make merry with our Refresh Community members. Right on top of our holiday wish list is a Happy Hour Meet-up with IT expert, Stephen Mann @manns and YOU, over Zoom. Yeah, you heard it right!Before we get our FIRST ever virtual meet started, we wanted to hear from you, our community members for whom we’re planning this. Which one of these topics would help you achieve your goals next year? Best practices for service desk adoption Your wins and struggles in service management Metrics that matter in a service desk Agent productivity in a world of hybrid work Choosing the service management framework that works best for you Your everyday life as an IT professional Others Let us know in the comments below? We are over the moon to be organizing this, and can’t wait to see you a

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3 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Welcome to 12 Days of Refresh Community | Virtual meetups, AMAs, giveaways and more ❄️News

Fa la la la la la... All is bright at the Refresh Community as we begin preparations for #12DaysOfRefreshSeason - a time to mix, mingle and make merry. In our quest to provide ample opportunities to network, learn and grow, we wanted to welcome the holiday season with 12 days of festivities that will help you do just that. From our first ever virtual meet-up to holiday tips & tricks (and lest I forget, an exciting giveaway), there is a lot in store for you. Our Community Elf has been busy preparing the agenda for the next 12 days, take a look -☕ Day 1: Academy X Community: Hangout with hot cocoa - Let’s talk about ‘Managing the customer rush during the holiday season.’❓ Day 2: Ask the Expert - We are opening the floor to YOUR questions for our in-house Freshdesk specialist. Day 3: Take part in a festive Challenge: Share your festive cookbook. Day 4: Stephen Mann is all set to host our first ever virtual meet-up. Are you ready? Know more here. Day 5: Next stop: 5 hacks to wrap up th

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3 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

The Expert Corner | Episode 1: The Anatomy of a Service Call 📞The Expert Corner

Presenting ‘The Expert Corner’, a series of audio notes with experts and thought leaders across segments to help you power up your work, every week. Today’s Agenda: Barclay Rae, IT service management consultant and author shares his expertise on ‘The Anatomy of a Service Call’. In this 2 minute video, @BarclayRae shares 3 levels you need to consider when involved in a support call that addresses a complaint.Take a look.

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3 years ago

Arvind RamamurtiSkilled Expert

published in Announcements and Events

Vote for us at the CMX Awards 2022!

The most beautiful part of Communities is that it brings people together- especially in today’s day and age where brands are trying to build meaningful and organic relationships with their customers. Which is what excites us the most. While we're at it, it's incredible to have our efforts recognized by the experts. We've been nominated for the "Best New Community'' at the CMX Community Industry Awards 2022. The Community Industry Awards is the largest event to recognize and celebrate the best in the community industry. Just like always, we would love your encouragement!Voting for the public is open till the 19th of November.Please do cast your vote here: https://bit.ly/3HrpobI(Please choose the category “Best New Community” and select Freshworks) Thank you for making this place delightful. We couldn’t do it without you!

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3 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

The Expert Corner: Episode 4: What are your Knowledge Management tips?The Expert Corner

Another day, another episode of the Expert Corner. Today we bring to you Barclay Rae’s inputs on knowledge management. Check it out below - Using knowledge articles: It is important to track articles that weren’t very helpful and share feedback on the why that was the case.Writing an article: Put yourself in the shoes of the person who will be reading the article to make it relevant.Managing knowledge articles: Always measure the success of it - was it helpful? How often was it used? Until next time,

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3 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

The Expert Corner | Episode 2: Are you contributing to problem management?The Expert Corner

Hey!In our second edition of ‘The Expert Corner’, @BarclayRae explores the world of problem management. Frontline roles play a crucial part in contributing to problem management, and many a times that can be overlooked.Find out how you can address problems in your day to day operations: Until next time,

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3 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

The Expert Corner | Episode 3: What is the Value of Good Logging?The Expert Corner

Hey folks! On board with IT expert, @BarclayRae, as we take a look at the value of good logging - Why is it important to document all that we do properly? Can good quality and consistent data help you, your colleagues and the business in the future? Find out in 125 seconds.

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3 years ago

akshara.sruthiSkilled Expert

published in Announcements and Events

Coffee Chat on 15 September at 11 AM EST: Handling Conflicts in Your Team ☕

Our next Coffee Chat session is happening on Wednesday, 15th of September at 11 AM ESTWe hope to hear from you during the chat!The topic of discussion: Handling Conflicts in your teamPlease block your calendars for about 45 minutes to answer five questions. To keep this session as engaging as possible, I’ve chosen a topic that all of us can relate to, and here are thekey-segments: 1. What are the different kinds of conflicts you see in a small/big team?2. Is there a protocol to deal with conflicts. Please give us details!3. When and how do you decide to escalate it to your HRBP?4. How is conflict management different remotely?5. How do you empower your teams to share clashing viewpoints comfortably? (edited)

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3 years ago

Kamakshi VCommunity Manager

published in Welcome

Chapter 5: 🧰 Your toolkit to start a new conversation.Getting Started

Hey folks,We are excited to be building this community with you! To continue creating a space that provides quick and easy support, I wanted to share a few tips that can help you and our members make the most out of the Refresh community when creating a discussion. Go ahead and tap the ‘Ask the community’ button on the top right corner of the homepage when you’re ready. Choose the type of article you wish to create - question, conversation or idea. Make sure to add a clear and concise title that is easily searchable. In the description box, mention the problem or question in detail to give the reader a full breakdown of what you might be facing. Please ensure your topic is nested under the right sub forum. Here’s the blueprint / structure of how the topics are organized under the CX and Customer Support BU. Don’t forget to add tags to your post - this helps in categorizing the content so our members have easy access when faced with a similar situation. Pro tip: Mark the best answer

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3 years ago

Arvind RamamurtiSkilled Expert

published in Announcements and Events

Announcing the launch of The CX Review

We are thrilled to present to you The CX Review - a thought leadership publication on CX that lives to serve those who care deeply about customer experiences.Through high-quality writing, The CX Review will dive deep into all matters of CX from a place of genuine curiosity. It explores popular notions, unpacks truths, and clears the path for delightful CX strategies.The inaugural issue addresses how to manage uncertainties to ensure customer-centricity. In the light of the global pandemic, a whole range of complex and unfamiliar problems have come up for business leaders, especially those in customer-facing roles.Read the inaugural here: https://www.thecxreview.com/A huge shoutout to @meeta.sharma who has spearhaded the efforts in launching this. Feel free to reach out to Meeta, @ThatCommunityGuy, or me for any feedback / assistance.

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3 years ago

Kamakshi VCommunity Manager

published in Welcome

Chapter 3: Search bar - A quest for your next read.Getting Started

I’m back to take you along on another chapter to learn about a lesser known feature on the Community map. This time it’s the search bar.As a community of over 29k members, it is highly likely that the answer you are looking for is already available on Community. So, what do you need to do to find out? Head over to the homepage, type in the keywords in the search bar, and search for product updates, best practices, events and more! Tada! Where are we off to next?

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3 years ago

rashmi.nagCommunity Manager

published in Announcements and Events

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

We’re back with Episode 2 of Community Matters, a series of Fireside chats with industry experts to know more about the importance of online communities.On August 26, 2021, IT Analyst, Stephen Mann @manns will be joining us for a live conversation around recent IT trends and the influence of online communities in fostering peer-to-peer support among IT professionals. Here is your chance to ask him anything around IT Service Management, employee experience and wellbeing, online communities and more. Please post your questions as comments below. Episode 2: Reimagining ITSM with Online CommunitiesIT service management is continuously evolving. Organizations are taking steps to ensure meeting higher employee expectations, while adapting to workplace reconstruction. A critical piece of the puzzle, sometimes overlooked, involves sharing resources and engaging with peers to achieve efficiency. Join us for a fireside chat with IT analyst, Stephen Mann, in our second episode of ‘Community Matte

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3 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Career In A Minute | Jo Causon's Tips To Be Successful In Customer Service

Jo Causon, CEO at Institute of Customer Service, shares four must-have qualities to be successful in customer service in sixty seconds!

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3 years ago

SanaSiddiquiSkilled Expert

published in Announcements and Events

Webinar Recording : June 28, 2021 | The secret to delighting digital customers: Ep.3 of The Late LunchRecording

The pandemic has expedited the migration of clients to a variety of digital platforms.Clearly, a completely digitized customer experience is essential to the survival of the company. But how can we make this leap between the essential and the exquisite experiences?Catch Simon Johnson (General Manager of Freshworks, UK&I) and CX-expert Ian Golding (Founder and CEO of Customer Experience Consultancy) discuss this issue during lunch. Recording available below.

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3 years ago

SanaSiddiquiSkilled Expert

published in Announcements and Events

Episode 2: The Late Lunch with Simon Johnson ft. Geoff Ramm (CX Expert). Streaming Live Today!

In a world with abundant choices and means, curators of great customer experiences have a disproportionate advantage. The better the experience, the more people turn to it and talk about it.So what's the secret sauce for a memorable customer experience?Join Simon Johnson (GM, Freshworks UK & I) and CX expert Geoff Ramm for the big reveal Today at 1 pm BST.

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3 years ago

meeta.sharmaTop Contributor

published in Announcements and Events

New Launch: The Late Lunch with Simon JohnsonNews

If CX is on your mind, conversations here are going to be brain fodder Join us for the launch of THE LATE LUNCHA new CX-focused LinkedIn Live series where we sit down with a CX expert and chat away for 30 minutes about the latest in the world of CX over lunch.Kick-off: Mon, May 24, 1 pm BSTIn the pilot episode, Simon Johnson (GM, Freshworks UK & I) talks to Martin Hill-Wilson (CEO, Brainfood Consulting) about how customer service teams can bring down customer anxieties related to automated systems. Who should attend: Anyone who’s knee-deep in automation (read: chatbot and automated self-service users) or looking to get started with it soon. Save your spot here. To know more, view trailer here

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3 years ago

SanaSiddiquiSkilled Expert

published in Announcements and Events

Career In A Minute - Barclay Rae's Tips To Be Successful In Service Management

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3 years ago

RiazSkilled Expert

published in Announcements and Events

Community Matters | Episode 1: Shep Hyken - Role of Online Communities in Shaping CXInterview

Introducing Community Matters, a series of Fireside chats with industry experts to know more about the importance of online communities. Episode 1: The role of an online community in shaping the customer experience. According to Gartner, 80% of all organizations expect to compete on CX. These brands go above and beyond to set up great customer journeys, including significant investments in customer journey mapping, omnichannel experiences and customer analytics. However, one aspect that’s often forgotten but yet is critical is an online customer community. Join us for the first episode of “Community Matters” as we host Shep Hyken to discuss an online community’s importance in shaping the customer experience. We’ll discuss how online communities: Contribute to a higher trust in your brand Act as a source of first-party customer data and identify issues before they blow up Can be a form of self-service for faster resolution and lower cost

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3 years ago

SanaSiddiquiSkilled Expert

published in Announcements and Events

Career in a Minute - Stephen Mann's 5 Tips When Writing for Service Management

1321

3 years ago

sriram.palaniappanApprentice

published in Welcome

Community Guidelines: Do’s & Don’ts.Tutorial

Welcome to the Refresh Community, a place for you to network with like-minded professionals, peers and thought leaders, learn and gather insights across CX, IT, Sales & Marketing; and grow your business, careers and skills.As you begin finding your feet around the community, take a look at some of the ways you can share the love in our Community. Ask the community - Create new topics and initiate mindful discussions that everyone would want to be a part of. Get involved - Lend a helping hand when your fellow members have doubts that can be answered with your expertise. Take a moment to uplift and help one another. Appreciate others - Did you just come across an insightful discussion thread? Show your support by tapping the like button. Explore before posting - It is highly likely that the answer you are looking for is already available on the Community. Tip: Run a quick search in the community using keywords before starting a new conversation. Be kind - We're all in this tog

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3 years ago

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