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freshworks

GUIDE: How to use AI to personalise customer service

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You may be looking to scale your customer service with AI, but hesitant about how AI may present your organisation to your customers and prospects. As a result, we wanted to share this guide from Freshworks, to investigate how you can adopt the right AI workflows to make teams more productive, reduce wait times for customers and also communicate with customers in the right way, the first time of asking.

The guide explores how you can use AI-powered omnichannel solutions to deliver personalised support by:

  • Supporting customers across channels of their choice with chatbots
  • Ensuring that your customers have a conversational experience, even with automated responses, using generative AI
  • Empowering agents with the necessary AI-powered tools and resources for contextual support

Furthermore, the link from Freshworks contains a great kit for Customer Support leaders who are looking at their planning and priority investment areas in 2024. Use the navigation on the left hand side to review the materials.

Take a look at the insights, here!

Want to hear more? Freshworks will be exhibiting at the Contact Centre & Customer Services Summit on the 29th and 30th April, 2024.

Thank you,

Team Freshworks

Planning Guide 2024: Customer Experience

 960 640 Stuart O'Brien
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71% of CX leaders plan to invest in tech to elevate customer insights. How are they planning to utilise it?

Check out The Forrester guide, in partnership with Freshworks to review:

  • The right areas to invest in CX in 2024
  • Spending benchmarks curated from 600+ global companies
  • How to experiment with emerging technology like generative AI

Furthermore, the link from Freshworks contains a great kit for Customer Support leaders who are looking at their planning and priority investment areas in 2024. Use the navigation on the left hand side to review the materials.

Take a look at the insights, here!

Want to hear more? Freshworks will be exhibiting at the Contact Centre & Customer Services Summit on the 29th and 30th April, 2024.

Thank you,

Team Freshworks

2021 Gartner Magic Quadrant for the CRM Customer Engagement Center Freshworks is a Visionary Again!

 960 640 Stuart O'Brien
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By Freshworks

Gartner 2021 Magic Quadrant on the CRM Customer Service Center has recognized Freshworks as a ’Visionary’ for our cloud-based omnichannel customer service platform, Freshdesk. This is our sixth consecutive year on the quadrant and the second time as its ONLY Visionary.

We believe that this recognition underlines our success in helping customers establish digital-first customer service in response to the pandemic-led evolution in consumer behavior and expectations. We also believe that our intuitive user-first approach to product development, powerful native AI engine and ability to enrich omnichannel support with rich customer context have helped us expand our presence among midmarket and enterprise companies.

We’re pleased to share a complimentary copy of the complete report where you can find Gartner’s take on the current CEC ecosystem and key considerations for businesses looking to implement CRM and CEC technologies.

Download now

ON Festival: A people-first celebration – Register today!

 960 640 Stuart O'Brien
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ON Festival by Freshworks will host an exciting line-up of speakers who have pioneered the values that put people first in business. Coupled together with world-class entertainment, this event will leave you feeling energised, inspired and entertained.

Together with over 5,000 business leaders from across Europe, ON Festival will explore the role you and your organisation will play in embracing values such as happiness, empathy, well-being and the impact your organisation has in the local community. These values are now essential for building long-lasting customer and employee relationships.

Broadcasted live from London, Paris, Berlin and Amsterdam, this is your chance to switch ON positive values that put people first.

Join ON Festival online on June 24th, 2021 from 2 PM BST / 3 PM CET.

Over 3 hours starting at 2pm BST, we have an amazing lineup of speakers:-

· Girish Mathrubootham – CEO of Freshworks
· Tal Ben-Shahar – Top course of all times- Harvard University
· Marc Randolph – Co-Founder of Netflix
· Alex Dimiziani – Former Head of Global Comms AirBnB

Click Here To Register

Take the first-ever customer service speed test

 960 640 Guest Post
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By Freshworks

Freshworks analyzed 107 million support interactions and it emerged that speed is the most important factor to improve customer satisfaction. However, measuring the speed of your customer service is not easy; metrics like ‘First Response Time’ and ‘Average Handle Time’ don’t provide an accurate representation of speed.

We’ve identified 4 areas of customer service that affect speed: service availability, self-service, proactive service, agent productivity.

Take the Customer Service Speed Test and to find out which areas of your customer service operations might be carrying ‘dead-wait’.

Once you complete the speed test, use the #CutTheWait playbook’s 5-step approach to accelerate your customer service.

P.S. We’ll be hosting a fireside chat of experts on 18th May to discuss the need for speed in customer service. Save your spot!