The Torchbearer of SaaS — Freshworks — Is inviting Companies For Its ‘Customer First Summit’

In today’s world where one bad customer review can make or break enterprises, getting customer service right is as important as getting a product’s quality right. Among the many support choices, customers are constantly caught amidst a plethora of IVR options to choose from, redundant answers from bots acting as customer executives, delayed email responses and much more. Companies are often found playing ‘catch up’ in the area of satisfactory customer service. The result —  higher customer churn.

It was a bad customer experience involving a broken television set that led to the founding of Freshworks (then Freshdesk) in 2010. Freshworks was an attempt to fill the visible gap in the customer service industry. What started out as a mission to create software to improve customer support, soon ushered in innovative offerings in ITSM (IT service management) and CRM (Customer relationship management) domains.

Today, with a unicorn status and eight product offerings, the company is serving more than 150,000 clients across domains such as fitness, production & distribution, careers, and giving a neck-to-neck competition to its counterparts.

“One bad experience can ruin a brand’s reputation. These days, it is no longer just about getting on the phone with customers to resolve queries, one needs to be present across all platforms—email, social media, mobile app, etc, to create a positive experience,” said Arvind Parthiban, director of marketing at Freshworks.

With a comprehensive product suite, clients from vast domains, and a presence across continents, Freshworks has garnered thorough feedback from different verticals, establishing themselves as a market leader with deep expertise in enhancing customer service.

In the pursuit of imparting this knowledge to more stakeholders, Freshworks is organising  Customer First Summit, an ‘online conference’ which will be held on April 9-10, 2019. The summit will be a good opportunity for B2C and B2B companies who are struggling to get the nuances of customer service right.

“If you’re an entrepreneur, marketer, salesperson, or anyone who interacts with customers every day, the summit has a lot to offer for you. The summit will give insight, tips, and hacks into how obsessing over customer experience can help you build great companies,” said Praveen Ramesh, community and outreach manager at Freshworks.

The best strategies for tackling any situation come from real-life experiences.  The Customer First Summit is bringing together noticeable names from across the globe who will share their customer success anecdotes, learnings, and strategies to help companies strengthen their customer service.

Some of the speakers include — Girish Mathrubootham- Founder & CEO, Freshworks; Megan Guy, Head of Customer Marketing, Segment; David Apple, VP Customer Success, Typeform; Mary Poppen, Chief Customer Officer, Glint Inc (A Linkedin Company) and Suneet Bhatt, GM, Crazy Egg.

Why Great Customer Service Matters

According to an industry study, 42% of B2C customers showed more interest in purchasing a product or service after experiencing good customer service, and 52% stopped doing so due to a single disappointing customer service interaction. With customer service being that critical, companies are doubling down on investments in AI-driven customer based front-end bots. On the other hand, SaaS-based customer service providers are continuously iterating to improve functionality, interaction, and support of their product-offerings, in an effort to help their clients reduce the amount of customer grievances.

Despite the presence of a number of companies in customer service, such as Salesforce, Zendesk and Zoho, Freshworks has stayed ahead of their competition with their responsiveness to customer needs. In addition, facilitating a 360-degree view of business information has been the key USP helping them ride the wave of competition.

With Freshworks leading the chart for SaaS-enabled customer support for their client suite, this summit gives B2C and B2B companies the much needed insight from the leaders at the summit, to improve their customer service mechanisms at play.

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