Welcome to the first episode of the Freshworks Series on Stories from the River!

To kick off the series, guest host Sam Blum leads a vibrant discussion about Broad River Retail's integration with Freshworks' Freshdesk platform. Sam introduces Wes Dudley and Anita Harris, recognized as the CX Executives of the Year, and Alicia Thompson, a River award recipient for 2024. From Freshworks, Patrick Rhodes and Lauren Lee join the conversation.

The dialogue revolves around the vendor selection process, the decision-making journey, and the implementation of Freshdesk. Anita Harris elaborates on how Broad River is leveraging Freshdesk to manage customer concerns efficiently, making use of its case management ticketing system. Alicia Thompson highlights that Freshdesk serves multiple departments, including sales audit and inventory, beyond the customer-facing sides of the business.

The transition to Freshdesk has had a significant impact due to its collaboration capabilities, which align well with the needs of Broad River's various Memory Makers. The episode details the advantageous features of Freshdesk, such as its ease of use, supportive admin side, and collaborative potential, emphasized by Anita and Wes. Patrick Rhodes and Lauren Lee speak to the personalized approach and partnership that Freshworks offered, making them the perfect fit for Broad River. Freshdesk has become a valuable tool in enhancing customer service and adaptability within Broad River Retail.

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