Freshworks, a cloud-based business software, has laid down strategies aimed at achieving customer-for-life experience.
Vishal Chopra, head of field marketing at Freshworks, said technology and digitisation of services have accorded SME’s the much-needed push to acquire customer experience.
“Today’s customers are becoming more aware of their needs, hence the digital solutions we innovate should put you ahead of competition,” said Chopra on the sidelines of the Creating Customers for Life in the Digital World Conference in Nairobi.
A recent study by Freshworks, revealed that over the past 12 months, 56 per cent of consumers have stopped interacting with a brand because of a bad experience.
Additionally, 39 per cent of customers are using five or more channels to connect with a business, including instant messaging, phone calls, social media, and more.
The one-day event brought together over 100 C-level executives, decision-makers and industry thought leaders to discuss about ‘Creating Customers for Life in the Digital World’.
The event comes on the backdrop of an ambitious expansion plan by the firm to penetrate African market with strategic focus and committed investments in Kenya and Nigeria that took place mid last year.
