This article is written by Jeremiah Uke, a Contributor Author at Startup Istanbul.
Dilawar Syed is a seasoned business leader and has been at the helm of affairs at a number of organizations, currently, the President and CEO at Lumiata, Dilawar, Dilawar is leading the company’s growth and transformation as a leader in the AI health analytics market. He was present at Etohum San Francisco conference where he talked his journey as president of Freshdesk.
The method which customer service has been rendered over the past years has seen a gradual change from one-to-one to one-to-many, this has put the reputation of a number of companies at stake. Over the years, Freshdesk used to build customer service software for big companies and corporations, this has changed dramatically as small startups have now started worryingabout public data. Because if you do something wrong, someone can write a bad Yelp review on you, or start a conversation on Twitter about how bad your service is.
So, companies of all sizes have begun to pay special attention to customer service, and their online reputation because of social and mobile, which allows people to express their views about anything or anyone, demanding more from brands.
Dilawar startedhis session by saying that Freshdesk has a de-marketizing mission, Feshdesk is in the business of enabling exceptional customer experiences for customer service, and sales for startups, small and medium enterprises, and enterprises. With 4 products in the market; Freshdesk is the main product and is for customer support. Freshservice is for internal customer support,
Freshdesk is a good example of global entrepreneurs, it was not founded in Silicon Valley, it was founded in India, in a 2nd tier city, but today, Freshdesk has over 80,.0000 customers, last 2 years they had 20,000 customers. They have about 700 employers all of the worlds, with offices in London, America, Australia and Germany. Freshdesk launches new services every now and then, Dilawar believes that
Freshdeck helps you stream the communication between you and your husband. Helpdesk believes that content matters over channels, of which it allows all their users to carry out all their business from one platform. Freshdeck is a SaaS firm and uses a subscription model, users pay on a per-user basis, meaning that if you have a startup has 10 customer service representatives, you would have to pay them within the range of $19 – $79 depending on the Freshdesk package you choose for the first three users on an account, they access all Freshdesk tools for entrepreneurs and businesses.
In recent times, there has been an increase in the preference of short form and interactive communication over long communication, companies are now going towards live chatbots, and WhatsApp, messaging
, because that is what people do in their personal lives. Even customers now expect to see chatbots when they log on to websites. As a growing startup, it is important to find the best ways to reach out to your customers.