Pradeep Rathinam
Pradeep Rathinam
Pradeep Rathinam (Paddy) is the Chief Customer Officer (CCO) at Freshworks. He leads a global team of customer experience employees that span customer success, professional services, and customer service. He founded AnsweriQ, an AI-based customer service automation company, which was acquired by Freshworks in 2020. Previously, he was the CEO of Aditi Technologies and spent over a decade at Microsoft as general manager of the Independent Software Vendors business. Pradeep holds a business management degree from Delhi University.
From Cost Center To Revenue Generator: Why Customer Support Is Stepping Up
Years ago, author and motivational speaker Zig Ziglar famously declared, “Everyone is in sales.” He was right of course, but now decades later, thanks...
Customer Service Transformation: The Role of AI & Intelligent Process Automation (IPA)
When we think about the most impactful technologies in the last decade, one can argue that mobile and cloud have made the most impact...
Can Spam. Reduce Case Volume with AI.
Of all your barriers to productivity, spam is arguably the most meaningless. It takes time and energy to identify and separate spam from real...
Automating Knowledge Evolution and Meeting Demands for High-Level Support
Quality support is about answers and solutions — your CSAT is only as strong as your teams’ accuracy and agility in providing them. Your...
First Contact Resolution: Why it Matters and How You Can Improve It
Imagine you're streaming your favorite television show and you suddenly lose internet connection. You immediately check the TV's cable, reset the router, and try...
Free vs Paid users: Can You Afford to Support Them Equally?
Bridging the Support-to-Conversion Gap With Freemium Users If your business model incorporates what is commonly referred to as a freemium service (free to all...
Calling Customer Support Managers: Here’s How to Further Your Career
Why taking on an AI initiative can get you to your goals faster The job of a customer support manager is not easy — that’s...
Learn to Live Without the Monday A.M. Support Queue Backlog
Monday, 9:00 AM: *Put Out Fires* Start Innovating For support reps dreading their Monday-morning backlog, their free time is never really free. If you’re managing...
Your Triage May Be Costing Your Business More Than You Know
Practically speaking, increased ticket volume can be bittersweet. A ticket influx means your company is growing its client base, which is great news. But...
Help Yourself! DIY Has New Meaning Today.
In today’s consumer markets, DIY has new meaning. Leading support teams are complementing traditional service methods by providing consumers with more opportunities to help...
Bot or Not? That is the Question.
There is an interesting struggle going on out there among the zeros and the ones. It’s a race, not unlike the one we read...
In Customer Support, it’s not the Service That Fails, it’s the Content. Let’s Fix That.
As customer support becomes increasingly digital (and less phone-based), it is essential that organizations develop quality content that may be used to consistently address...
AI 101: The Basics of Automation for Customer Support
While you might not know much about artificial intelligence yet, experts predict that the use of machine learning technology will double in 2018 compared...