Prashanthini Mande

Book-smeller. Collects Harry Potter editions. Provides customer service education through Freshdesk Academy (freshdesk.com/academy)

Prashanthini Mande

Online Self-Service Vs Traditional One-on-one Support

Online Self-Service Vs Traditional One-on-one Supp...

Online self-service support is any form of contact between the company and the customer that doesn...
5 Customer Service Skills Newbie Representatives Should Work On

5 Customer Service Skills Newbie Representatives S...

You’ve landed a cool job in your great company. You’ve realized your dream of helping p...
How to Write a Perfect Knowledge Base Article

How to Write a Perfect Knowledge Base Article

Does your business need a knowledge base? Yes. Is this the right time for you to set up a knowledge ...
Hiring is Not the Only Way to Scale Your Customer Service Team

Hiring is Not the Only Way to Scale Your Customer ...

Sometimes it’s not about what you do. It’s about what you don’t do and we don’t do a lot so ...
A Guide to Empathy in Customer Service

A Guide to Empathy in Customer Service

“I’m constantly blown away at how appreciative people are when they get human replies. Years of ...
Introducing Freshdesk Academy Certifications

Introducing Freshdesk Academy Certifications

We started the Freshdesk academy with the goal of helping you, our customers, get the most out of th...
How to deal with difficult customers

How to deal with difficult customers

If you are in a customer facing role, you will often have to deal with people who are aggressive, ab...
7 ways to Communicate Customer Feedback

7 ways to Communicate Customer Feedback

For a customer service agent, few things match the thrill of solving a customer’s problem. In ...
How to Say No in Customer Service (with email templates for saying no)

How to Say No in Customer Service (with email temp...

There are many occasions in support when you would have to say no to a customer. Maybe the customer ...
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