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What 100 Calls with Customers Taught Me About UX Research
Let’s say you have built a product that you believe is truly great. But is that how your users feel too? How often do you hear from your users about what they liked or didn’t like about your latest...
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5 Practical Tips to Make Self-service Customer Support AI Ready
We are fascinated by the way businesses adopt newer and emerging customer service methodologies to WOW customers. Businesses are taking a 360-degree approach to deliver great customer experience by...
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Design an Actionable Performance Plan for Your Customer Service Team
Take a look at your customer service team, it’s amazing right? They always work at their highest level of efficiency, react at lightning speed to every customer, and every customer is beyond satisfied....
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The Craft of Designing Surveys for Customers
Surveys are a cheap yet simple way to get feedback from your customers or users. A well-designed survey that delivers a good user experience can ensure not only higher response rates but also data that...
View ArticleMoving to the Mint Experience – Freshdesk Support Team’s Story
Our support teams were one of the early adopters of Freshdesk’s new version — the Mint Experience. We caught up with Andy, our regional support manager, to talk about his experience with transitioning...
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How Much Revenue Is Your Support Team Contributing To — A Case Study
How many of you measure the impact of support tickets on the company revenue? If you are like most companies that offer support, you measure the success of the support channels based on: the number of...
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How to Collaborate with a Support Agent to Improve Your UX Writing
You’ve built a great product and your customers love it for how it solves their problems. You’d naturally believe that as your product evolves and grows, there will be fewer fires to put out, lesser...
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How We Brought Down First Response Time
We’re living in the era of instant gratification. The realm of customer support is no exception. Customers today expect companies to respond to their queries or complaints almost as soon as a ticket is...
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Examples of Exceptional Support from Freshdesk
What makes Batman so iconic? Apart from the cool gadgets and his fancy batmobile, it’s his ability to rise to the occasion, prevent crimes, and save the people of Gotham. A support agent too is nothing...
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How Freshdesk Support Team Uses Freshdesk
As a support agent, there aren’t many things as serious as hearing there’s downtime. If the very word made you sit upright, you know exactly what I’m talking about. 2 years of tickets, SLAs, and hair...
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Role Of Design In Freshdesk — An Overview [Infographic]
When you think about the word ‘design’, more often than not people end up relating it to how something looks. In our case, it would be about how Freshdesk, the product, looks — the colors, buttons,...
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