Freshdesk increased productivity by 90% and gave a company a competitive advantage over others. With Freshdesk, the company saw a 100X increase in revenue without missed conversations. Freshdesk helps make customer support fun through gamification techniques like badges, leaderboards, and quests to incentivize agents and improve performance. Measuring agent performance identifies best practices and areas for improvement to better align customer support with business goals.
Value Proposition canvas- Customer needs and pains
Freshdesk Arcade - Gamify Your Helpdesk
1. Freshdesk increased our productivity
by 90% and gave us a big
competitive 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
4. A day in the life of an agent
8 to 12
hours at work
23
customers
115
notifications
35
new tickets
2-3%
reopens per ticket
103
ticket replies
5. 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
9. What makes customers happy?
Responses faster than the speed of light
Getting it right the first time
Satisfaction makes the experience unforgettable
11. 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
13. 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
14. 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
16. 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
18. 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
20. 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?
21. 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
24. Sign up for Freshdesk
www.freshdesk.com/signup
Notes de l'éditeur
Tip 2: Get on the dietWhat matters in customer support? What makes customers happy?- speed, accuracy… Tip 3: Turn tickets into funEvery ticket becomes a chance to score points. Clear objectives, shared visionTip 4: Incentivize the best playersHealthy competition is the way to go… trophies and levelsTip 5: Everyone’s diet is different- Weigh in what’s important: (I want a table here for speed, accuracy and satisfaction, and options to choose weights for each)Tip 6: Focus on what’s good for businessQuestsTip 7: Reports…
Low juice is not trivial:Average lifespan in customer support is less than 11 monthsFrustrated agents are terrible for businessTip 1: Supporting Customers is NOT fun…. Unless you make it.Why juice goes down:Wake up to frustrations every morningRepeptitive, boring choresNot aligned to what kicks us (making customers happy takes a back seat)
Tip 2: Get on the dietWhat matters in customer support? What makes customers happy?- speed, accuracy… Tip 3: Turn tickets into funEvery ticket becomes a chance to score points. Clear objectives, shared visionTip 4: Incentivize the best playersHealthy competition is the way to go… trophies and levelsTip 5: Everyone’s diet is different- Weigh in what’s important: (I want a table here for speed, accuracy and satisfaction, and options to choose weights for each)Tip 6: Focus on what’s good for businessQuestsTip 7: Reports…