I would like you to describe a process that you learned or developed at your previous job that you think will be valuable to your future position with Freshworks
Question Analysis
This behavioral interview question is asking you to reflect on a process you either learned or developed in your previous role that could be beneficial in the new position at Freshworks. This question is designed to assess your ability to learn and adapt processes, your problem-solving skills, and how you can transfer these skills to add value to the new role. The STAR method (Situation, Task, Action, Result) can be effectively used to structure your response, highlighting specific experiences, actions taken, and the outcomes achieved.
Answer
Situation: In my previous role as a Customer Support Specialist at XYZ Corp, we were facing challenges with handling an increasing number of customer inquiries efficiently, leading to delays and customer dissatisfaction.
Task: My task was to develop a more efficient process to manage and resolve customer queries promptly, ensuring a high level of customer satisfaction and reducing response times.
Action: I initiated a project to implement a tiered support system. I collaborated with the team to categorize inquiries based on complexity and urgency, allowing us to route simpler queries to junior team members, while more complex issues were escalated to senior specialists. Additionally, I developed a comprehensive knowledge base that included FAQs and troubleshooting guides, which empowered customers to find answers to common issues on their own.
Result: As a result, we reduced our average response time by 30% and increased customer satisfaction scores by 20%. The knowledge base also saw high engagement, with a significant portion of customers resolving their issues independently. This process not only improved efficiency but also empowered the team to focus on high-priority tasks.
By implementing a similar structured support process at Freshworks, I believe I can contribute to enhancing customer support operations, thereby improving overall customer satisfaction and operational efficiency.