Muthu about 1 year ago 1 Comment
How to Say “NO” in customer service
When I jumped cities, I had to meet up with a dozen prospective roommates before settling in with one...
Muthu about 1 year ago 2 Comments
Let customers build your brand… The Harley way!
1983 was a milestone in more ways than one. The last Delorean was manufactured, Al Pacino howled his famous...
Aishwarya Hariharan about 1 year ago 4 Comments
How to support customers with Gmail (and not suck at it)
We love Gmail. We love hearing from customers, we love the notification mails we get, and we are paranoid...
Girish Shenoy about 1 year ago 0 Comment
Support a global customer base across timezones with Multiple Business Hours
Forget time machines. Manage SLAs across time-zones and shifts with Multiple Business Hours Customer support issues have this physics-defying...
Aishwarya Hariharan about 1 year ago 4 Comments
Observer: Watch your support team, even when you’re fast asleep
There are a few things support reps just shouldn’t be doing. Like having to run through every ticket before...
Aishwarya Hariharan about 1 year ago 0 Comment
There’s a role for every superhero. Even in your support…
Of all the superheroes out there, the guys I love the most are the X-men. And it’s for a...
Sairam Krishnan about 1 year ago 0 Comment
7 reasons you don’t need expert implementation help
Do you remember how much you paid to get that expert setup your iPhone for you? Or the time...
Aishwarya Hariharan about 1 year ago 1 Comment
Five amazing things you never knew you could do with the Dispatch’r
If you were running your own party, the first thing you want to do is ensure only the right...
Aishwarya Hariharan about 2 years ago 0 Comment
Customer service is overrated… And other things to write on your gravestone
There’s simply nothing worse than someone telling you how sorry they are when you can hear they don’t give...
Aishwarya Hariharan about 2 years ago 0 Comment
Your Monday Morning Meetings just got better – Reports with FreshInsights
Monday mornings are always like the first day of school after the summer. For some, like me, that’s a...
Girish Mathrubootham about 2 years 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 2 years 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 2 years 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...