Firms train company reps on service delivery

An Information Technology (IT) firm in Lagos, Infytel Communications Limited, has partnered Freshworks, a global Software company, to equip organisations with an improved customer and employer experience.

In a user-based training workshop for various company representatives, tagged, ‘The Future of CX’, two tools deployed by Freshworks, Freshdesk and Freshservice were introduced to drive service delivery.

The Sales Manager, Africa for Freshworks, Francis Sirus, said: “Our customer experience tools. Freshdesk is effective for large customer support teams to handle enquiries. Freshservice is an employee engagement platform, usually for IT and Human Resources (HR) teams who handle employees’ enquiries.

He said Freshworks has worked with some of the largest brands, including Sterling Bank, Dangote, UBA, WEMA bank, Interswitch, Unity bank and many more.

He added that with the help of Infytel, Freshworks’ partner for African, customer base keeps increasing in the region.

He noted that the training was focused on the users because the actual users are the ones who need to be trained on the products. “So, this event is concentrated on showing them and giving them a look and feel of the products, so that they can become an internal champion for the products and internally solve problems using the products.”

For Managing Director of Infytel Communications Ltd, Anant Sabat, their main focus is to create local content and train local people, so that they can deliver and support technology deployed by international companies.

He said there are other innovations happening globally and Infytel’s efforts are aimed at bringing the best technology in training people locally so that they can support those technologies.