Running a Proactive Support Desk - With Francis Sirus of Freshworks, at the Africa Annual Customer Experience Conference 2018.

1. May I help you?
All rights reserved by Freshworks Inc.
Presented by
Francis Sirus
Africa Sales - Freshworks

2. 7
Years Old
1200
Employees
7
Products
9
Acquisitions
150
Countries
150k+
Happy Customers
$149M
in funding
Creating moments of wow

3. Did you have a memorable support experience recently?

4. I lost my wallet
the other day...

8. Why is proactive support so important?

9. 94% people don’t call when they have a problem
Understanding Customers - Ruby Newell Legner, 2015

10. A customer with a WOW experience tells at
least 9 people about their experience
Source: American Express Survey, 2011

11. Guess what? It brings in more revenue and
saves costs too

12. “Customer experience will overtake price and product
as the key brand differentiator by the year 2020.”
Source: Walker

13. Let’s take a closer look at proactive support

14. An incident happened, customer
doesn't care
01

15. An incident happened, customer
doesn't know
02

16. An incident hasn’t happened yet
03

17. What does it take to offer proactive support?

19. Okay, tell me how to “WOW”

20. Ok... Let’s create a "WOW" moment now

21. #1 Reach out at the right time
Customer spends
time selecting a hat
on the website

22. #1 Reach out at the right time
Customer spends time
selecting a hat on the
website
Customer makes a
purchase

23. #1 Reach out at the right time
Customer spends time
selecting a hat on the
website
Customer makes a
purchase
Hat is shipped

24. #1 Reach out at the right time
Customer spends time
selecting a hat on the
website
Customer makes a
purchase
Hat is shipped Customer
receives hat

25. #1 Reach out at the right time
Customer spends time
selecting a hat on the
website
Customer makes a
purchase
Hat is shipped Customer
receives hat

26. #2 Reduce the effort the customer has to take

27. #3 Focus on customer delight

28. Reach out at the right time
Reduce the effort the customer has to take
Focus on customer delight
Key Takeaways

29. When good isn't good enough,
be proactive and show that you care

30. Come to our booth to share
your WOW support experience...

31. Thank you