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.

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

2. Automations
Monday
Reports
Tuesday
Gamification
Wednesday
Themes
Thursday
Best Practs
Friday
FreshTips Week

3. Business Alignment
with Freshdesk Arcade

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

6. #1. Supporting customers is not fun.
Unless you make it.

7.  Wake up to frustrations
 Repetitive, monotonous chore
 No time to fall in love
But why is the juice gone?

8. #2. Get on the diet

9. What makes customers happy?
Responses faster than the speed of light
Getting it right the first time
Satisfaction makes the experience unforgettable

10. #3. Turn tickets into Fun

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

12. #4. Incentivize the best players

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

15. #5. Everybody has a different diet

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

17. #5. Focus on what’s good
for the business

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

19. #6. Don’t forget to measure
performance

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

22. Questions??

23. Coming Up Next
Automations
Monday
Reports
Tuesday
Gamification
Wednesday
Themes
Thursday
Best Practs
Friday

24. Sign up for Freshdesk
www.freshdesk.com/signup