Viewing IT Support from a Customer Service Lens
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Nishant Rao, COO of Freshdesk, discusses the shift in IT spending from CIOs to CMOs and emphasizes the importance of customer experience (CX) in IT support. He advocates for prioritizing technology culture, being empathetic to customer needs, and making services accessible. Freshdesk aims to facilitate easy engagement for businesses of all sizes through its cloud-based software.
Viewing IT Support from a Customer Service Lens
- 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
- 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
- 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