Browsing: Global Marketing Strategy and Service Marketing

Deploying bots within collaborative messaging applications can enhance productivity to a large extent. These bots allow agents and end-users to carry out specific ticket-related tasks. It provides instant ticket updates, speeds up approval processes, and creates a collaborative experience for IT teams on chat platforms. These bots also foster a sense of autonomy among end-users and agents by giving them automated solutions to track tickets, making their jobs easier.

Employees today expect a consumer-grade experience from their IT teams and want to be engaged in their channels of choice. In this world of ‘anywhere operations’, employees will continue to use disparate channels such as email, phone, chat, etc. to reach their IT teams. Employees want a consistent service experience irrespective of the channel(s) they choose for engagement.

Implementing AI-powered virtual agent bots equipped with natural language understanding (NLU) helps provide relevant information to employees/end-users resulting in faster resolution of common queries/issues.

The cloud has radically altered the business IT landscape, allowing organizations to develop more flexible, adaptable ways of working. But the reality is that not every workload belongs in the cloud and that not all clouds are the same.

In this edition of the Freshdesk Customer Service Benchmark Report, we bring you the benchmarks for key helpdesk metrics in customer service. We will talk about how our customers use time-tested helpdesk software capabilities to quickly and accurately solve customer problems. We will also look at how they improve ease of access by adding more support channels to ticketing.

Did you know? 35.14% of B2C businesses that use Freshchat say that easy access to support is the most defining factor of a great customer experience. Today, customers have unprecedented access to information — from experts and peers — which allows them to make educated decisions about the products and services they purchase.

After implementing Freshworks suite of solutions, Trainline has noted improvements in their business fueled by various capabilities of the Freshworks eco system.

Freshworks out-of-the-box functionality, intuitive user experience and dedicated team enabled Thomas Cook to achieve it’s vision quickly through a seamless and rapid implementation cycle. Freshdeck automation and ticket templates for emails, chat responses and SMS enabled Thomas Cook to deliver highly directional responses to its customers.

Ivendi sought a partner that could effectively aid them in connecting retail. Freshworks helped them stay true to their customer service philosophy by empowering IVendi with:

Hamleys of London Limited is the finest toy shop brand in the world. With a legacy of over 250 years, Hamleys is known for it’s toys, entertainment and service. The company is owned by C. Banner, a large Chinese fashion wear conglomerate.