I recently had a rough customer service interaction. There was an issue in compensation on a returned order, and when I interacted with the support team across email and live chat (a few back-and-forths) it was clear that they were missing information from prior interactions. I ended up having exchanges with multiple agents, and it seemed like a new ticket was being opened each time we talked—could it be? As a consumer, it was incredibly frustrating.
If you have a large support team, it can be difficult to maintain complex workflows. In an ideal world, your team would be able to streamline tickets to the people who know how to handle them best—that way there’s no time wasted juggling different types of tickets.
We’ve all seen or heard about a customer success team that’s just “missing something”. Maybe the agents are a little slow to follow up, or they just can’t seem to get your issue requests in the hands of the right person. Mistakes like this happen for even the best teams, but when it’s a recurring issue it’s time to take some action.
Zendesk plus some great new apps are a recipe for a great cocktail. Maybe not as good as an old fashioned…
Freshworks, a global leader in customer engagement software, today announced it has reached a revenue milestone by crossing $100 million in annual recurring revenue, led by its flagship support product Freshdesk (Customer Support Software) and continued rapid growth with its Freshservice (IT Service Management Software) and Freshsales (CRM Software) products over the last several quarters.
