Sep 9, 2020

Freshworks: empowering support teams through Freshdesk

Freshworks
Freshdesk
Manufacturing
Sean Galea-Pace
3 min
Supply Chain Digital explores Freshworks and takes a look at its Freshdesk platform in the second of six articles
Supply Chain Digital explores Freshworks and takes a look at its Freshdesk platform in the second of six articles...

Freshworks provides organizations with SaaS customer engagement solutions that make it easier for professionals to communicate effectively with customers.

The company offers Freshworks 360 - the ultimate customer-for-life software suite - which allows engagement with customers at all steps of their journey. Freshworks solutions and experts can support, accelerate and improve inventory management efforts as your supply chain and business grows. It provides omnichannel customer engagement, in-context collaboration and integrated experience. Its products include:

● Freshdesk - Empowering support teams to work together and resolve customer issues more quickly and efficiently.

● Freshservice - Streamline IT services and manage internal requests from employees.

● Freshsales - Keep sales teams updated about prospects and close deals quicker.

● Freshchat - Engage with website visitors and product users for sales and customer success.

In this article, we examine Freshworks’ most popular platform - Freshdesk.

Through Freshdesk you can streamline all customer conversations in one place, automate repetitive work and save time, as well as collaborate with other teams to resolve issues faster and more. Support is now simplified, with conversations made easier, collaborations stronger, support more automatic, answers available faster and insights made more accessible.

Freshdesk has been created to propel agent productivity and speedy response to customers. Agents can easily stay on top of all tickets and work together with teammates to easily resolve customer issues. Through the power of collaborative ticketing and AI, Freshworks enables its customers to deliver the best customer experience. Unlike email, its ticketing system has been created with team collaboration and agent productivity in mind. This means that you can do more than just send replies. This will allow for every ticket to be prioritised based on keywords, while every ticket can be assigned to a specific agent or group to avoid confusion about who should be working on which ticket. Filter tickets based on specific properties so the most important tickets that agents should work on are at the forefront.

Features include:

● Collision detection: See who else is viewing or replying to the ticket.

● Canned responses: Save replies to common tickets and reuse them.

● Smart notifications: Get notified within the tool about ticket updates.

● Custom ticket views: Choose which tickets you want to see first.

● Merging tickets: Merge tickets about the same issue into one.

● Activity log: View all agents and systems activities on the ticket.

Manufacturing

Manufacturers support suppliers, distributors and customers, and it is essential to build and maintain these strong relationships. Manufacturers can evolve into a service-centric business through the Freshworks Customer Service Platform.

Through Freshdesk, manufacturers can:

● Organise customer communications in one place

● Deliver seamless field service

● Faster resolution with contextual collaboration

● Identify problem areas with data insights

Check out Freshworks full product suite here! 

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Jun 21, 2021

Pandora and IBM digitise jewellery supply chain

supplychain
IBM
Pandora
omnichannel
2 min
Jewellery retailer Pandora teamed with IBM to streamline supply chains as sales of hand-finished jewellery doubled across ecommerce platforms

Pandora has overhauled its global supply chain in partnership with IBM amid an ecommerce sales boom for its hand-finished jewellery. 

The company found international success offering customisable charm bracelets and other personalised jewellery though its chain of bricks and mortar retail destinations. But in 2020, as the COVID-19 outbreak forced physical stores to close, Pandora strengthened its omnichannel operations and doubled online sales. 

A focus on customer experience included deploying IBM’s Sterling Order Management, increasing supply chain resiliency and safeguarding against disruption across the global value chain.

Pandora leverages IBM Sterling Order Management as the backbone it its omnichannel fulfilment, with Salesforce Commerce Cloud powering its ecommerce. Greater automation across its channels has boosted the jeweller’s sustainability credentials, IBM said, streamlining processes for more efficient delivery. It has also given in-store staff and virtual customer service representatives superior end-to-end visibility to better meet consumer needs. 

Jim Cruickshank, VP of Digital Development & Retail Technology, Pandora, said the digital transformation journey has brought “digital and store technology closer together and closer to the customer”, highlighting how important the customer journey remains, even during unprecedented disruption. 

"Our mission is about creating a personal experience and we've instituted massive platform changes with IBM Sterling and Salesforce to enable new digital-first capabilities that are much more individualised, localised and connected across channels and markets,” he added. 

 

Pandora’s pivot to digital 

The pandemic forced the doors closed at most of Pandora’s 2,700 retail locations. To remain competitive, it pivoted to online retail. Virtual queuing for stores and virtual product trials via augmented reality (AR) technology went someway to emulating the in-store experience and retail theatre that is the brand’s hallmark. Meanwhile digital investments in supply chain efficiency was central to delivering on consumer demand. 

“Consumer behaviour has significantly shifted and will continue to evolve with businesses needing to quickly adapt to new preferences and needs,” said Kareem Yusuf, General Manager, AI Applications and Blockchain, IBM. “To address this shift, leading retailers like Pandora rely on innovation to increase their business agility by enabling and scaling sustainable supply chain operations using AI and cloud.”

Yusuf said Pandora’s success was indicative of how to remain competitive by “finding new ways to create differentiated customer experiences that protect their enterprises from disruptions to help mitigate risk and accelerate growth”. 
 

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