7th Sep

ASSIGNMENT 1

GOALS TO ACHIEVE AS AN SDR

The first year of being an SDR can be filled with excitement and can provide several
possibilities to learn about new customers and scenarios.

● Focus on developing a good professional relationship with my peers

● Understand the expectations laid by my manager.
● Rigorously learn and become familiar with the practices used on-the-job.
● Evaluate my learnings and performances.

CAREER GROWTH GOALS AT FRESHWORKS

● Understand how hierarchy works within the organisation.

● Focus on analysing and improving my performance periodically.
● Recognise small achievements and measure my growth constantly.
● Aim to become the best version of me on-the-job and grab any promotion
opportunities.
● Get promoted to become a decision maker in the company and ensure my
decisions result to be beneficial for Freshworks.

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8th Sep
ASSIGNMENT 2

FRESHDESK TOP FEATURES

1) It is an omni-channel software meaning it provides multi-channel services in a
single platform. These services include Chat, Call, Email and Social Media.
2) It automatically aligns tickets and sends the queries to the concerned team. This
results in reduction of manual work.
3) With freshdesk, agents can prioritise a ticket based on the team availability,
urgency and workflow. Moreover, the software’s automation ensures that the
tickets are assigned equally to all agents. No overload of tickets on one agent.
4) Freshdesk can also be customised based on the prospect’s wants and needs.

PITCHING STEPS
 - Firstly, introduce myself
- Tweak the intro as per the persona
- Identify your goal.
- Prepare a usp
- Give an insight about the values the product provides.

PITCH FOR FRESHDESK (tbc)

“I’m Varsha speaking from freshworks. I came across your company’s profile and your
profile on linked in and understand that you are a financial company providing services to
customers. If you have the time, I would like to introduce to you a product that will be of
great use to your company. Freshworks is a company that creates softwares like
Freshdesk that eliminates the need to purchase several software. Freshdesk is an omni-
channel software as it provides multi-channel services in a single platform. These
services include Chat, Call, Email and Social Media.With Freshdesk you will be able to
reduce manual work done by your employees.”

GOALS
Extend call time
Setup a meeting with cx (marketing qualified lead - target)

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9th Sep
ASSIGNMENT 3

COMPANIES THAT USE FRESHDESK

- RETAIL & ECOMMERCE

1) Bridgestone (Tokyo, Japan)
2) Misa (US)
3) Supara (Thailand)
4) Shiptime (US)
5) Tree of Life (US)
6) PharmEasy (India)
7) Jeanswest (Australia)
8) Tervis (US)
 9) Grofers (India)
10)Growers House (US)
11)Decathlon (India)
12)Look fabulous forever (UK)
13)Voonik (India)
14)Hamleys (UK)
15)Earth 911 (US)
16)Ribbedtee (US)
17)Jamberry (US)
18)CashKaro (India)
19)Smart Buy Glasses (APAC)
20)Poster Gully (India)
21)Ann Arbor (US)
22)DTI Management (Global)
23)Martial Art Shop (UK)
24)Beyond Retail (UK)
25)AWM Electrical (Australia)

- FINANCE
1) Phone Pe (India)
2) NIC Asia (APAC)
3) Debt Busters (South Africa)
4) AP Processing (US)
5) Rang De (India)
6) Finsure (Australia)

ISSUES FACED BY RETAIL / E-COMMERCE COMPANIES BEFORE

FRESHDESK

- High response time

- High probability of missed tickets
- Difficulty in tracking email responses
- No track of issues resolved with a specific cx
- Unable to track previous conversations
- Inability to automate manual processes
- Measuring agent performance was not possible
- Inability to obtain feedback from cx
 - Unable to provide bulk responses to repeated queries

ISSUES FACED BY FINANCE / FINTECH COMPANIES BEFORE

FRESHDESK

- Inability to automate customer service

- Unable to hire agents swiftly
- Overloaded email inboxes
- Complex tracking process
- Unable to access an agent’s inbox if they were out of office. Hence leading to
delay in providing resolution
- Unable to monitor quality of conversation and csat scores
- High response time
__________________________________________________________________

13th Sep
ASSIGNMENT 4

FRESHDESK PERSONAS

CEO, COO
President
Managing Director
General Manager
Vice President
Senior Manager / Director - Customer Support & Client
Senior Manager / Director - Customer Service & Client
Senior Manager / Director - Customer Experience & Client
Senior Manager / Director - Customer Success
Senior Manager / Director - Customer Relations & Client
Senior Manager / Director - Customer Care
Vice President of Operations
Online / Website / Social Media / E-Commerce Manager
Manager / Director of Helpdesk

EXPECTATIONS OF CX FROM FRESHDESK

 - Cx wants us to serve them on their preferred channels
- They want us to provide services that reduce agent’s work and increase CSAT
while automating customer support.
- They expect us to provide contextual and personalised services
- The services should be easy to understand for new hires to work with it.
- Our services should streamline incoming requests
- Cx, with the help of our services, wants to serve a growing customer base on a
limited budget.
__________________________________________________________________

13th Sep
ASSIGNMENT 5

COMPANIES THAT USE FRESHDESK

- SAAS
1) Online Faxes.com

- MANUFACTURING
1) Georg Fischer (Switzerland)
2) Axminster Tools (UK)
3) Dexion (Australia)

ISSUES FACED BY SAAS COMPANIES BEFORE FRESHDESK

- Low CSAT
- Expensive outsourced support
- Unable to monitor quality of conversation and csat scores
- Lack of multi-product support

ISSUES FACED BY MANUFACTURING COMPANIES BEFORE

FRESHDESK

- Difficulty in tracking email responses

- Overloaded email inboxes and the same being shared between various agents
- High response time
__________________________________________________________________

17th Sep
ASSIGNMENT 6

FRESHDESK COMPETITORS

1) Zendesk
2) Kayako
3) Zoho Desk
4) HubSpot Service Hub
5) Intercom
6) Help Scout
7) Live Agent - Salesforce
__________________________________________________________________

17th Sep
ASSIGNMENT 7

ELEVATOR PITCH FRESHDESK

1) “I’m Varsha speaking from freshworks. I came across your company’s profile on
linked in and understand that your company provides seamless services to
customers.We have a product called Freshdesk which is a cloud based software
that provides multi-channel services such as Chat, Call, Email and Social Media. I
have contacted you to understand the opportunities the software can provide your
company. With Freshdesk, our goal is to automate customer service and reduce
manual work and make it easily accessible for all.”

2) “Hi I am Varsha speaking from freshworks. I came across your company’s profile
on linkedin and have read some amazing reviews about the retail services you
provide to your customers. We have a solution called Freshdesk which is a cloud
based customer service software that provides multi-channel services such as Chat,
Call, Email and Social Media. After working with retail giants like Hamleys,
Decathlon, Grofers etc, I believe that freshdesk will succeed in fulfilling your
priorities as well.”
__________________________________________________________________

23rd Sep
ASSIGNMENT 8

ELEVATOR PITCH FRESHDESK CONTACT CENTRE

“Hi. I am Varsha speaking from freshworks. How are you doing today?
The reason behind my call is to understand the solutions you look for in a communication
software. We have a product called Freshdesk contact centre which is a cloud based
software where you and your support team can seamlessly converse with your customers.
With a contact centre, our aim is to enable management of workflow and help companies
truly understand their customers.”
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1st Oct
ASSIGNMENT 9

ELEVATOR PITCH - FRESHDESK MESSAGING

“Hi. I am varsha speaking from freshworks. Hope you are doing good.
I see that you are a Customer Support manager at abc company. I have contacted you to
know and share some inputs about the latest technological developments in customer
messaging software.
We have migrated many companies from LiveChat to our product called Freshdesk
messaging. It is basically a cloud based software where you and your support team can
seamlessly chat with your customers and resolve their queries. I believe that Freshdesk
messaging will suffice your requirements and help your support team instill convenience
while they work.”
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4th Oct
ASSIGNMENT 10
FRESHSALES COMPETITORS

1) Hubspot Sales Hub

2) Zoho CRM
3) Zendesk Sell
4) Salesforce CRM
5) Active Campaign
6) Nutshell
7) Nimble
8) Pipedrive

ELEVATOR PITCH - FRESHSALES

SAAS
“Hi. This is Varsha speaking from freshworks. Hope I didn't catch you at a bad time. I’ll
be brief and right to the point. The purpose of my call was to understand the software that
you’re using to enhance your sales performance. Are you facing any challenges in the
software that you’re currently using?
We have a product called freshsales which is a cloud based software that enables
personalized engagement which eventually results in shortening your sales cycle.
This will facilitate your sales team to focus on leads that matter to your business and help
them have contextual conversations with the leads through a built-in chatbot.”

LAW
“Hi. You are speaking to Varsha from freshworks. How are you doing today?
I see that you are the manager of legal affairs at xyz firm. I have come across great
reviews about the kind of legal services you provide to your clients.
We at freshworks have also dealt with efficient legal firms like yourself who have
become extremely successful after using our product called freshsales.
With freshsales they were able to securely record all interactions with their clients and the
software makes it a lot more convenient for usage as all the necessary information is
curated in a single page.”

LOGISTICS
“Hi. This is Varsha speaking from freshworks. I came across your company’s profile on
linkedin and understand that your company provides seamless logistical services to your
customers. We have a product called Freshsales which is a CRM software that enables
your team to ensure that you get a deeper insight into your overall business performance,
while also improving speed, efficiency, and quality of customer interactions. After having
dealt with profound companies such as IDrive Logistics and Posti, I believe that
freshsales will succeed in fulfilling your priorities as well.”
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5th Oct
ASSIGNMENT 11

FRESHSALES SUITE - ELEVATOR PITCH

INSURANCE
“Hi. This is Varsha speaking from Freshworks. Hope you are doing good. The reason
behind my call is to understand the solutions you look for in a CRM software.
Very many notable companies such as Progressive Direct Insurance have been using our
CRM solution called FreshSales Suite which integrates sales and marketing
functionalities. The software helps you to get a holistic view of all your lead details with
just a mobile app. Moreover, it makes work a lot less time-consuming as the Freshsales
software can be integrated with other sales and marketing tools such as Mailchimp and
Hubspot. In the end, you and your team get to work like a pro.”

__________________________________________________________________

11th Oct
ASSIGNMENT 12

FRESHSALES PERSONAS

Chief Business Development Officer

Director / VP / Manager / Head of Operations
Director / VP / Manager / Head of Sales
Director / VP / Manager / Head of Sales and Marketing
Director / VP / Manager / Head of MIS
Director / VP / Manager / Head of Field Marketing
FRESHSERVICE PERSONAS

CIO
CTO
PMO
Chief Information Security Officer
Director / VP / Manager / Head of IT Service Management
Director / VP / Manager / Head of IT infrastructure
Director / VP / Manager / Head of IT Helpdesk
Director / VP / Manager / Head of Service Delivery
Senior IT Administrator
Technical Head / Manager

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12th Oct
ASSIGNMENT 13

NEW PROSPECT EMAIL

Subject : (doubt)

Hi Michelle,

In browsing on LinkedIn, I came across your company’s profile and was amazed by the
financial services you provide to your customers. This prompted me to reach out to you
as we at Freshworks have a solution called Freshdesk which is a cloud based software
that provides multi-channel services such as Chat, Call, Email and Social Media.

After having worked with profound finance companies like Phone Pe and Finsure, I
believe that Freshdesk will enable your support team to seamlessly resolve customer
queries.

Are you free for a 15 minutes chat to explore how we can better understand your
customer support initiatives?
Thanks & Regards,
Varsha S
Freshworks
P : +91 8072980805
E : [email protected]

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12th Oct
ASSIGNMENT 14

NEW PROSPECT VOICEMAIL

“Hi. This is Varsha speaking from freshworks. Hope I have reached Michelle.
The purpose of my call was to know and share some inputs about the latest technological
developments in customer support software. We do provide a cloud based software called
freshdesk which enables esteemed companies like yours to truly understand customer
queries and resolve them effectively.
Let me know if I can get 15 minutes on your calendar sometime tomorrow to further
discuss this.
My number is +91 8072980805. This is varsha from freshworks. Thank you and have a
great day.”

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