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
Sign up for Freshdesk
www.freshdesk.com/signup