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Best-in-class CX Leaders shares success stories at Freshworks Global Jam 2022

Best-in-class CX Leaders shares success stories at Freshworks Global Jam 2022

Freshworks, a software company that creates cloud-based software solutions for business, brings together key executives from Zalora, 7-11 and iConnect-Convergence, Inc. (iCONN) to its Global Jam 2022 event last July 7 held at the Marriot Manila in Pasay City.

The 2022 Freshworks Global Jam event is a two-month roadshow travelling different cities around the world to share its clients success stories and how it was able to enhance their customer experiences using the business software of the company.

Invited key executives for the Manila Leg are Thelma G. De Leon, Operations and Business Development Head for IConnect-Convergence, Inc.; Allian Marie Sheila Garcia, Business Process Innovations Consultant for Philippine Seven Corporation and Kannan Rajaratnam, Regional Director Payment and Customer Operations for Zalora Group. Present also during the event is Simon Ma, Freshworks Director and Regional Manager of Sales for ASEAN markets.

According to Simon Ma during an exclusive sit down interview with several media representatives, “We wanted to get them to share some of the stories and some of their experiences that they had with their journey during pre-pandemic and post pandemic. The Global Jam event is all about how Freshworks can continually evolve businesses to reach their goals by empowering employees to create delightful experiences for their customers.”

For Allian Marie Sheila Garcia using Freshdesk helps them to work conveniently during the pandemic. She shares, “The pandemic actually helps us empower our people to work from home because Freshdesk has an omnichannel platform that allows you to access it also from their homes as long as you have a good bandwidth or good internet connection. So they can take the calls from home not just answer tickets or answer Facebook inquiries but you can also take the calls from home. The good thing about that when you take the calls it is link to your Freshdesk account.”

“During the pandemic we were able to receive about 44% increase in our Facebook that’s a huge jump from the typical emails and calls. At this point we are on 51% that how much they are communicating via social media.”

Kannan Rajaratnam described how easy working on the platform of Freshwork for their employees on Zalora as they transition its online.

“Surprisingly, given the intuitiveness of the platform Freshworks Freshdesk our team was able to use it by virtually working from home and not having to come into the office for training as everything was fully done online. We also made a huge decision of turning off voice and only enabling social media, email and chat.”

Rajaratnam continues, “It was only made possible because the entire platform was very intuitive and the UI was very accommodating to the agent, the behavior and the way they use the platform. It was a big turning point to know our agents were able to use a new platform while working at home which is not a case before and we have to spend hours and hours of training for them.”

Thelma G. De Leon of iCONN, a contact center of ABS-CBN company which serves the whole line of businesses of the groups, recalls how Freshworks helped them during those challenging times.

“We were at the verge of signing up with Freshworks and Freshdesks then, and it was very fortunate that they are a very good company with a very good heart which they hand held us until we were able to survive.”

“Right now we are enjoying the benefits in terms of productivity of the contact center as a whole as we have improved by 200% when we shifted to the omni platform.

“As we were sharing during the event, 70% of our operations goes to manpower, we cut down on our people by about 50% that’s about 35% savings in terms of people costing even if you add up the cost of the license, the overhead pay in and you still have the amount of money that goes to your profitability.”

“Right now, what’s good about the partnership with Freshdesk we are now trying it as a customer base management service to other clients.”

“If you look at the basis and the fundamentals where we come in is to really help the companies get more job. Our products empower the people who power business,” Ma said as it ended the interview.

Freshworks makes it fast and easy for businesses to engage with their customers and employees by taking a fresh approach to building and delivering software-as-a-service (SaaS) that’s affordable, quick to implement, and designed for the end-user. Over 50,000 companies globally use Freshworks’ SaaS to enable better customer and employee experiences.

For more information, visit https://www.freshworks.com/

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About The Author

Raymund Ravanera is an accomplished and experienced graphic designer with almost 20 years of creative expertise working in the graphic design industry. He loves the latest gadgets, food and movies. Currently, he owns and manages megabites.com.ph, an online technology and lifestyle blog since 2015.

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