Freshdesk increased our productivity by 90% and gave us

a bigcompetitive advantage over other

companies

“ With Freshdesk we haven’t had a single conversation fall through gaps, directly resulting in a 100X lift in our revenue. And we're having fun while at it!

Drew Tennimon, AbsolutePayTrust

Automations Monday

Reports Tuesday

Gamification Wednesday

Themes Thursday

Best Practs Friday

FreshTips Week

Business Alignmentwith Freshdesk Arcade

A day in the life of an agent

8 to 12 hours at work

23 customers

115notifications

35new tickets

2-3% reopens per

ticket

103 ticket replies

Average tenure of support agent is less than 11

months

Agent frustrations directly relate to unhappy

customers

Frustrated agents are terrible for business

A big NO for frustrated agents

#1. Supporting customers is not fun.

Unless you make it.

Wake up to frustrations

Repetitive, monotonous chore

No time to fall in love

But why is the juice gone?

#2. Get on the diet

What makes customers happy?

Responses faster than the speed of light

Getting it right the first time

Satisfaction makes the experience

unforgettable

#3. Turn tickets into Fun

Every ticket is a chance to score

Support objectives get defined

clearly

Entire team can have a shared

vision

Turn your support into a fun game

#4. Incentivize the best players

Healthy competition is the way to

go

Levels and badges show off

progress

Fastest fingers become Speed

Racer

Grab FCRs to be the Sharp

Shooter

Smileys make you the Wow

Champ

Best man overall gets MVP award

A Trophy for Everything

The guy sitting next

to you just overtook

you in the race.

Giddy up!

It matters more when it’s personal

Your customers

don’t love you

that much

anymore. That’s

sad.

That ticket has

been around for a

while. Are you

getting old?

Is that a open ticket

we see there? It’s not

going to take care of

itself

#5. Everybody has a different diet

Calculate weights for each task properly

Weigh in where it matters most

( Desired Weight – Actual Weight )

Desired

Weight

W =

Pull out reports to identify weak

areas

Revisit your weights every month to stay on top

x 100

#5. Focus on what’s good for the business

Get agents to do what matters using Quests

Fast-track support by offering badges and

bonuses

Make it challenging to make it exciting

Keep track of articles and forum posts too

Every completed quest gets work done

One step closer to business alignment

#6. Don’t forget to measure performance

Identify best players in your team

Find out why your top players are on top

Figure out areas of expertise for each

agent

Compare agents and see head-to-head

stats

Pinpoint problem areas and find ways to

improve

What next?

Give agents points to keep them

motivated

Develop a healthy competition between

agents

Give out trophies and badges for best

performers

Align agents with your business using

Quests

Use reports to figure out how your support

is

coming along

FreshTips to make your day

Questions??

Coming Up Next

Automations Monday

Reports Tuesday

Gamification Wednesday

Themes Thursday

Best Practs Friday

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