Freshdesk Blogs - Our blog on Customer Support, Startups and more!

Customer service business process outsourcers (BPOs or “outsourcers”) have similar goals and challenges to in-house operations—and some additional ones of their own. They’ve got to keep several plates spinning at all times such as:
Operating their clients’ customer service operations to agreed standards more cheaply than they can do themselves while still making a profit...

Measuring your Net Promoter Score (NPS) is the most effective way to gauge customer satisfaction. NPS dates back to 2003, when Fred Reichheld, a partner at Bain & Company, introduced a novel way of measuring how pleased your customers are with the...

According to Gartner, when customers are able to find resolutions at the end of high-effort experiences, 96% are more likely to be disloyal to brands, and 81% are likely to share negative word-of-mouth. This is why it’s crucial for you to have a ticket...

First Call Resolution is a vital contact center metric that monitors accurate and prompt support, tracking the number of customer issues resolved within the first support call. Fast-paced consumers want brands to value their time and expect their needs...