Paul AinsworthPaul AinsworthSeptember 18, 2019
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2min1383

Customer engagement software firm Freshworks Inc. has been named in the Forbes Cloud 100 list for the third year running.

Compilers describe it as “the definitive list of the top 100 private cloud companies in the world”, and Freshworks has moved up the list to number 40, having first entered in 2017 at number 95, before climbing to 60 in 2017.

The Cloud 100 Judging Panel, made up of public cloud company CEOs, reviewed the data to select, score, and rank the top 100 private cloud companies from all over the world. The evaluation process involved ranking companies across four factors: market leadership (35 percent), estimated valuation (30 percent), operating metrics (20 percent) and people & culture (15 percent).

Freshworks CEO and founder, Girish Mathrubootham, said: “Providing simple yet powerful customer engagement software has always been our main focus, and the market continues to embrace our approach. As our 2019 momentum continues, our latest jump in the Forbes Cloud 100 List completes a trifecta of analyst, customer and investor recognition we’ve received this year. Forbes’ just-released ranking comes on the heels of our technology landing in three Gartner Magic Quadrant reports and recognition from peer review platform G2 Crowd.”


CXM Editorial TeamCXM Editorial TeamSeptember 12, 2019
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2min1277

Customer engagement software firm Freshworks Inc has announced its Freshsuccess customer success management software, delivering an integrated customer view for marketing, sales, support, and success professionals.

From January 2020, all go-to-market teams can leverage unified, holistic data of both accounts and contacts yielding the most up-to-date account activity and health information to identify accounts that are either at risk or ready to buy more goods and services. 

With Freshworks’ Freshsuccess, users get detailed analysis of past behaviour to create and configure customer health scores, allowing companies to grow an established customer base, identify any red flags and increase customer retention rates. In addition, Freshsuccess helps teams operationalise customer success in other important ways.

These include keeping customer success teams organised, allowing everyone to centrally manage all of their customer-related activities such as alerts, workflows, and tasks.

Users will also be able to streamline business intelligence and easily identify behavioural trends while uncovering valuable customer insights.

Girish Mathrubootham, founder and CEO of Freshworks, said: “Our Customer-for-Life vision revolutionises customer engagement to take advantage of the never-ending customer journey. Meaningful customer insight doesn’t end at market, sell, and support. You need to engage continuously to get a customer for life.

With Freshsuccess integration, businesses will be able to leverage actionable data across the entire suite of products – including Freshmarketer, Freshsales, and  Freshdesk – for predictive analytics, customer intelligence and workflow management to proactively court, close, keep, and grow customers for life.”


Paul AinsworthPaul AinsworthSeptember 10, 2019
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7min1448

A new report from customer engagement software firm Freshworks Inc has cast light on a staggering number of hours wasted annually by sales and service agents who struggle to navigate software they are forced to use, despite having no say in its implementation.

The Voice in the Choice survey, which was released at Freshworks’ user conference, Refresh ‘19, shows that US-based sales staff waste a combined 516 million hours a year as a result of top-down ‘software dictatorship’. The report shows that having no say in the choice of software, and using it despite the problems it creates, is costing firms time, money, and morale.

It is also affecting firms’ ability to control customer retention and satisfaction. It is estimated that in the US, the wasted hours amount to an incredible $8.3 billion in lost productivity every year.

The survey, which questioned 400 frontline customer service and success employees, showed that respondents feel powerless to determine which software they use, with 96 percent having little or no influence into its selection. Likewise, 57 percent have no clue who chooses the software they use, and 43 percent don’t know why the software was chosen. In fact, respondents indicated that they have greater control over snack selection at their offices than they do regarding the software that they use day in and day out.

Employee’s influence in decisions affecting their work life

  • Personal work schedule (28 percent)
  • Seat or desk assignment (20 percent)
  • Office snack selection (17 percent)
  • Software they use (7 percent)

Conversely, when it comes to the biggest impact on end users’ ability to do their jobs well, software becomes the top factor. Forty-seven percent say the software they use has a major or complete impact on their ability to do their jobs well.

Work life factors that improve employee performance

  • Software they use (47 percent)
  • Work schedule (41 percent)
  • Seat or desk assignment (16 percent)
  • Office snack selection (6 percent)
Demand freedom: ‘Hated’ software brings frustration to the workplace

The report shows that the pain of software dictatorship has both quantitative and qualitative ramifications. Half (50 percent) of respondents say that when they have to use software they hate, it is harder for them to satisfy their customers. One-in-five report that when they are frustrated with software, they are more likely to be rude to customers.

Exclusion from their organisations’ software decision-making also impacts overall employee morale and, ultimately, employee retention. Nearly one-in-four end users (24 percent) say that using software they hate makes them want to quit their jobs. This flight risk is more acute with millennials, with 30 percent reporting that handcuffing them to bad software makes them want to pack up and leave.

Tellingly, using ‘hated’ software brings frustration and unhappiness at work to more people (26 percent) than the drudgery of long hours and working overtime (23 percent).

The survey revealed that increased user involvement not only increases productivity but increases their job satisfaction as well. End users report that if management involved them in deciding what software to use, it would make them feel respected (60 percent) and empowered (40 percent) while boosting employee morale (43 percent).

The survey revealed that increased user involvement not only increases productivity but increases their job satisfaction as well. End users report that if management involved them in deciding what software to use, it would make them feel respected (60 percent) and empowered (40 percent) while boosting employee morale (43 percent).

Enlightened managers are adopting a more democratic approach to selecting software for net positive gains. Over half of end users say that helping to choose the software their company uses to engage with customers would result in happier customers (53 percent) and higher employee productivity (52 percent). In fact, over half of millennials (52 percent) report that they’d be at least 25 percent better at their job if they could choose the software they use.

Freshworks CEO and founder Girish Mathrubootham, said: “This lack of employee involvement is an outrage for those on the frontlines of the customer relationship and should be a wake-up call for companies who are looking to increase both employee productivity and customer satisfaction. Organisations have a responsibility – to their employees, their customers and themselves – to bring the voice of their workers into the technology-buying process. The happiness of their employees and customers depends on it, as does the health of their business.

“As our productivity and happiness at work becomes more closely tied to the technology we use, executives and managers have a true opportunity to make better software choices by giving a voice to their employees. Organisations can enact a more democratic selection process through a number of best practices, including employee surveys, pilot programs, employee committees and many other tactics to ensure worker voices are heard and can be as productive as possible.”


Paul AinsworthPaul AinsworthAugust 21, 2019
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3min1305

Global customer engagement software firm Freshworks has announced a 61 percent year-over-year billings growth in the second quarter of 2019, driven by considerable momentum in multiple areas.

In addition to the Q2 growth, Freshworks broadened its corporate footprint in Europe by opening offices in Paris, France, and Utrecht, Netherlands. On the heels of expanding its existing office in London, Freshworks hosted Refresh19 London, its first ever UK user conference, attracting over 400 attendees.

Outside of the EU, the company also grew its presence in APAC by partnering with OrangeOne Corporation, a leading software services provider in Japan. Freshworks also opened its third office in India in the city of Hyderabad, and Melbourne, its second in the Australia-New Zealand region.

The company rounded its Customer 360 platform with the acquisition of Natero, which leverages artificial intelligence and machine learning-powered technology to help put actionable data in the hands of customer success professionals. With Natero, Freshworks helps companies engage with their customers from first web visit to latest inquiry.

Earlier in the quarter, Freshchat, the company’s modern messaging software added an integration with WhatsApp Business solution. As part of Proximity, a bundle of features aimed at bringing businesses closer to their customers, businesses can now send customers text, images, GIFs, attachments or canned responses via WhatsApp’s enormously popular messaging platform.

Additionally, Freshworks launched Freshrelease, an agile product management tool that helps teams quickly complete bug fixes and get new products to market faster.

Building upon this momentum, Freshworks has exponentially expanded its ecosystem of partners. The Freshworks Marketplace has grown to 700 apps and counting, created by more than 350 partners globally.

Overall, the business from the partner network from over 40 countries registered 100 percent YoY growth in the first half of the year ending June 2019, underscoring its value to solution partners and ISVs working closely with Freshworks’ customer engagement suite.

Girish Mathrubootham, Founder and CEO of Freshworks, said: “While we are pleased by our growth, we continue to invest in product development efforts to expand our addressable markets. The ultimate reward for us is seeing greater customer success as businesses court, close, and keep customers for life.”


Paul AinsworthPaul AinsworthJuly 22, 2019
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3min1354

Global innovator in customer engagement software Freshworks Inc has been chosen by the UK Government to run its Find a job service.

The company has been chosen by the Department of Work and Pensions (DWP) and will provide the support and service functionality embedded within Find a Job, allowing jobseekers and employers to request help and get their issues managed quickly and efficiently, and enabling vacancies to be filled quickly by qualified applicants.

Find a job was launched in May 2018 to provide jobseekers with access to hundreds of thousands of roles across the UK, making it easier to find and apply for different jobs. As part of the service, the team behind Find a job wanted to provide a simple and easy to use support function that would help anyone that had a problem quickly get the attention they needed. Without this support function embedded into the service, jobseekers would not be able to use the service effectively or leverage the personalised job alerts.

The team at DWP chose Freshdesk from Freshworks to provide support to those that need it, including automation of the processes to save time and reduce potential mistakes, and workflow management to allow team members to collaborate on issues as and when required. The team also use Freshdesk to provide management with information when jobseekers and employers are having problems using the service, helping the service team to redesign elements and make continuous improvements to the Find a job site.

Dally Singh, Product Support Manager at DWP, said: “Implementing Freshdesk has allowed the Find a job service team to work more effectively, as well as giving us data on where people are having problems using the service. This helps us improve and enhance the service continuously, helping jobseekers stay online and quickly find roles that are right for them. The team at Freshworks made the implementation process fast and simple for us, helping us provide an excellent customer experience to jobseekers using Find a job.”

Simon Johnson, General Manager UKI at Freshworks, added: “Running any large online public sector service means thinking about how you will support members of the public at scale. Using cloud services, automation and AI can help solve problems quickly and efficiently, making it easier to help citizens use the service and get the value that they require. Getting data out of these interactions helps everyone improve the Customer Experience over time.”




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