Girish Mathrubootham about 1 year ago 0 Comment
Yesterday’s downtime and today’s slowness
At Freshdesk, we know that our customers depend on us to support their customers. And we take our application...
Vikram about 1 year ago 2 Comments
South Indian Meal, Curry and an Unforgettable Customer Support Story
There are a lot of ways to turn a customer over – offering them exceptional value, focussing on genius...
Ramesh Ganapathy about 1 year ago 3 Comments
A little bird told me your tickets get assigned.. Automatically!
“Here’s the Round Robin, round as a ball; You scarce can see his head or tail at all. He’s...
Vikram about 2 years ago 2 Comments
The day my mailbox stood still… And I still got a Google Calendar invite!
It’s not everyday that you wake up to NOT being bombarded with emails. So this morning, as I rolled...
Vikram about 2 years ago 0 Comment
A revolution is coming to Business Software: it’s called CHOICE!
In one of his New Yorker pieces, Malcolm Gladwell talks about Howard Moskowitz, the psychophysicist who gave Americans three...
Vikram about 2 years ago 0 Comment
Managing Multiple Service Levels and the Bliss Point of Customer Support
There is something immensely satisfying about ordering pizza. It’s not as much about the taste, though – I can...
Sairam Krishnan about 2 years ago 3 Comments
‘We’ did not turn the story around. I did!
The default support reply has always started with something that exudes “teamwork”.  A word that has always been the...
Aishwarya Hariharan about 2 years ago 6 Comments
Outsourcing your Technical Support Process: Should You, or Should You Not?
As a company that builds and sells technical support software for a living, businesses ask us all the time...
Vikram about 2 years ago 8 Comments
Suit up with FreshThemes – Let’s put a smile on your support!
Today is one of those days that changes everything. I want to say it’s the day that redefines everything...
Ramesh Ganapathy about 2 years ago 0 Comment
Five tips for writing perfect tech support emails
What’s this thing with technical support mails? Why do most of us get it so long, wrong, confusing, or...
Vikram about 2 years ago 0 Comment
COLA – The Art of Hyperspace Support without Colliding into your Agents
If you’ve ever launched a rocket into hyperspace, you’d know there are a whole lot of things you have...
Aishwarya Hariharan about 2 years ago 0 Comment
Why your support portal should scream YOU!
We live without any dearth of choice, don’t we? Especially when it comes to buying stuff. A consumer can...
Aishwarya Hariharan about 2 years ago 5 Comments
Amazon’s Road to Customer Happiness..
Once upon a time, there was this guy called Jeffrey Preston Jorgensen. He was a good guy, a smart...
Girish Mathrubootham about 2 years ago 4 Comments
Zendesk Security Breach: What this means to us…
Late yesterday Zendesk announced a security breach that hit me right on my solar plexus. The support accounts of...
Sairam Krishnan about 2 years ago 2 Comments
Say hello to Dropbox, Freshdeskers!
There’s nothing more annoying than watching the upload bar fill slowly, step by step, when you are trying to...
Sairam Krishnan about 2 years ago 0 Comment
Organize your Canned Responses
Greg has been using Freshdesk’s canned responses for some time now. It’s one of his most favorite features, taking...
Vikram about 2 years ago 0 Comment
Freshdesk goes Freemium, Grandpa Policy and the 3 Laws of Freshness
Today we just announced the new Freshdesk Plans & Pricing options to the world, and I was about to...
Vikram about 2 years ago 0 Comment
5 More ways to say Way More than Hello!
There’s nothing like saying hello in 16 different languages. But I’d have to say it must be way cooler...
Vikram about 2 years ago 5 Comments
Ticket Watchers: Watch out for what’s changing on that ticket
I’m looking at a ticket from a hot lead, the contents of which could mean a huge windfall this...
Vikram about 2 years ago 1 Comment
Search Engine Optimize your K-Base!
So you have everything you need to provide customers the best support experience possible. You have your email ticketing...