Shwetha Ravichandran

Experience

• 

  Freshworks

  Jan 2018 - Feb 2018

  Intern
• 

  Freshworks

  Jun 2018 - Mar 2021

  ▪ Primary contact for all the chat-bots and self-service experience initiatives/projects focused on delivering a seamless digital support experience for customers.▪ Developed strategies and frameworks to maximize the potential of Chatbots which enabled the bots to achieve a 95.6% answer rate and 10% resolution rate.▪ Reduced the chat ticket volume by 24% by redefining the support touchpoints on the self-service portal. ▪ Technical Account Management for key customer accounts in the APAC and ANZ region. ▪ Solved customer issues by troubleshooting and identifying the root cause and providing business-appropriate solutions and workarounds.▪ Delivered an overall customer satisfaction rating of 95.2% on all my interactions with customers.

  • Self service and Content Strategist

    Nov 2019 - Mar 2021

  • Product Specialist

    Jun 2018 - Mar 2021
• 

  Bird

  Dec 2021 - now

  ▪ Building strong relationships with new customers by understanding their needs and providing personalized support throughout the onboarding process.▪ Guiding Onboarding projects and steering them towards enhanced product adoption and successful customer outcomes through effective project management ▪ Conducting training sessions for new customers to teach them how to use the MessageBird platform and ensure they receive the First Time to Value as early as possible▪ Collaborating cross-functionally with internal teams, including Sales, Customer support, and Product and Engineering to optimize the onboarding process and ensure customer satisfaction Show less ▪ Working with SMB customers in EMEA, APAC, and LATAM regions and ensuring that they continue finding value and success with the MessageBird platform.▪ Ideating, developing, and executing low-touch and tech-touch initiatives to increase customer engagement and product adoption▪ Onboarding new customers onto the platform and providing training sessions for their teams.▪ Focussed on driving product adoption and improving CSAT, NPS, and Net retention rates (NRR).▪ Being a MessageBird advocate to boost customer learning by hosting webinars and improving implementation tutorials Show less

  • Senior Customer Onboarding Manager

    Jan 2024 - now

  • Customer Onboarding Manager

    Jan 2023 - Mar 2024

  • Associate Customer Success Manager

    Dec 2021 - Apr 2023