Freshdesk Academy

Learn the best customer support practices, customer service skills and get trained in using Freshdesk features using the Freshdesk Academy.

[We Support @wesupportnyc]

.@supportdriven and @freshdesk are co-hosting a webinar on building a product through an engaged community on 7/24 at 2PM ET/11AM PT. https://t.co/jGLsYXJV7h

[Freshdesk 🙌 @freshdesk]

Best practices to combine self-service with one-on-one support in #custserv
This post is inspired by some of the fav products we use everyday ❤️
@freshsalesapp
@MailChimp
@freshchatapp
@Shopify
@amazon
@DropboxBusiness
@Twitter and @canva!
https://t.co/VZaqzbjKuX

[Freshdesk Academy @custservacademy]

Why choose between self-service support and one-on-one support when you can integrate them and get the best of both worlds? ✌️

Watch the new video from the Freshdesk Academy channel to know how!
https://t.co/ibnhOW9YcP

[Freshdesk Academy @custservacademy]

🥊Self- Service Vs One-on-One support: Round 2
-- Cost benefit analysis --

Watch the whole debate here: https://t.co/qUuMRsDYpt
#Selfservice #CustServ

[Freshdesk Academy @custservacademy]

How to Guide Your Customer Service Reps to be Next-gen Leaders
https://t.co/3HirdekQ5M

[Freshdesk Academy @custservacademy]

🥊Self- Service Vs One-on-One support: Round 1
"Who likes IVR?"

Watch the whole debate here: https://t.co/qUuMRsDYpt
#Selfservice #CustServ

[Freshdesk Academy @custservacademy]

🤜🤛We're excited to start the 'Pros/Cons' series where we discuss some of the more dividing topics in #CustomerService
First topic: One-on-one support 🆚Self-service support. Watch this meta debate now!
Follow the series: https://t.co/dTfIWGdzS9
https://t.co/o5WXktfqk8

[Freshdesk Academy @custservacademy]

Train yourself on these 5 customer service skills to shine in your new role as a customer support representative. #CustServ #CustomerService
https://t.co/R8YBP2nYDX

[Freshdesk Academy @custservacademy]

Scaling your team by hiring (without fixing the underlying issues) follows the law of diminishing returns. At some point you will hit the ceiling and #hiring more people would not make any difference in the quality of #custserv.

So how do you scale?
https://t.co/PgAniKJTwO

[Freshdesk Academy @custservacademy]

#Hiring tip for customer service teams #1: Hire-full time employees only when your team's workload is constantly high. If it goes up only during certain days, hire part-time employees.

More tips for scaling your support team: https://t.co/8rmutHmSwf
#Hiring #helpdesk #custserv

[Freshdesk Academy @custservacademy]

Templates are pre-filled forms that let you fill up your new ticket form or the new email form with one click. Watch this video to find out how they work.
#productivity #custserv #helpdesk
Join the Freshdesk Academy to learn about more cool features: https://t.co/eeuH3t2q1p

[Freshdesk 🙌 @freshdesk]

3 ways to scale your #CustServ team:
Scaling by hiring 👥
Scaling by optimizing 🔬
Scaling using self-service 🛒
What is the right method for your organization to scale? Watch this new video from @custservacademy ft @berkson0 to find out!
https://t.co/qHVsWYkZa0

[Freshdesk Academy @custservacademy]

New course for customer support managers 👩‍💼👨‍💼
"3 ways to scale your customer support team" ft @berkson0
Watch now 👉https://t.co/6McMEJIszL

[Freshdesk Academy @custservacademy]

How to put your customer's needs front and center:
"What 80 Calls with Customers Taught Me About UX Research" https://t.co/sSgL8LtkRh

[Freshdesk Academy @custservacademy]

Empathy != Sympathy
Don't say: That must be frustrating.
Say: I understand how frustrating that can be.
For more tips on expressing empathy, watch this video: https://t.co/GaH65Zh4kS

[Freshdesk Academy @custservacademy]

Don't be afraid to say "You're right" to your customers.
For more tips on expressing empathy, watch this video: https://t.co/GaH65Zh4kS

[Freshdesk 🙌 @freshdesk]

Being empathetic towards someone doesn’t mean that you are agreeing with them. It just means that you understand their truth. If you are a #customersupport agent then you should check out this guide to empathy in customer service😀. https://t.co/SURPow0y4F

[Freshdesk 🙌 @freshdesk]

Wondering how Online Communities work for customers? Here's an article just for you. https://t.co/Ss8oole767

[Freshdesk Academy @custservacademy]

@ibanfernandez True. But even if they lie, they'll understand that they've to do it. Whereas, if we suggest it as a solution to someone who's already done it, they'll feel rushed. Saying something like "Have you tried refreshing your browser? If yes, here's what I suggest..." is better :)

[Freshdesk Academy @custservacademy]

Don't say: Try refreshing your browser.
Say: Have you tried refreshing your browser?
For more tips on expressing empathy, watch this video: https://t.co/GaH65Zh4kS