Where Nishant Rao (COO, Freshdesk) speaks about how to look at IT support from a customer service lens. Presentation done at SITS 2016, London.

1. VIEWING IT SUPPORT FROM A
CUSTOMER SERVICE LENS
NISHANT RAO
GLOBAL COO, FRESHDESK INC.

2. By 2017, CMOs will spend more money on IT than CIOs

3. 2014 Consumerization of IT in the Enterprise
Source: IDG

4. We prioritize tech culture over service culture

5. UI matters
vs.
UI matters

6. Source: HDI, Forbes
Average Customer Satisfaction Rate
1.6x 1.4x
IT service desk
External
customer
support
$250000 annual savings

7. How can we learn from CX to reach our potential?

8. Listen to customers and provide relevant technology

9. Listen to customers and provide relevant technology
Saatchi case study

10. Work where they work - Make it accessible - Anywhere and Everywhere

11. Be empathetic to your customer’s needs
Train for change
Collaborate with
your users

12. Context is everything

13. Context is everything

14. Context is everything

15. Context is everything

16. Go Superuser on your IT culture

17. Make time to dream and inspire your teams - BELIEVE!

18. Customer is no longer king… Customer is now God
And Customer Service is
the God Particle!

20. Who are we?
Freshdesk Inc. is the leading provider of cloud-based customer engagement
software.
Our mission:
To provide software for businesses of all sizes and make it refreshingly easy for them
to engage with customers.
Our products:
Locations:
San Francisco, Chennai, London, Sydney, Berlin
About Freshdesk

21. About Freshdesk

22. linkedin.com/in/nishantrao
@nishrao
Questions?