Modern messaging has become the preferred channel for Customer Support! Now your agents can be equipped with total customer context across use cases, such as Support, Sales, and Marketing, through the power of the Freshworks Neo Platform’s Unified Customer Record (UCR), enabling your agents to delight customers flawlessly.
Some additional details: Agents can now see a history of activities and assign them to different stages in the customer journey and trigger campaign activities directly through Freshchat. And all of this happens on familiar conversational channels like WhatsApp and SMS in addition to email. And, agents can use pre-built playbooks to get started faster and make use of advanced segmentation, targeting, and reporting on proactive support campaigns. Available now!
Make every conversation with customers delightful on their channel of choice. Instantly connect with customers on SMS globally and, engage on WhatsApp using interactive messages, or simply select your preferred channel and integrate it with Freshchat. Available now.
Engage with your customers directly through Instagram DMs, respond to comments and react to messages from Freshchat. With this integration, agents and bots work together to provide around-the-clock service on Instagram.
This first-of-its-kind solution packages conversational marketing, customer support and sales automation for e-commerce. It is powered by a unified customer record that helps businesses understand customers with a 360° lens to deliver personalized and delightful experiences. The solution comes with two purpose-built integrations for Shopify and will expand to other e-commerce platforms soon. Available now.
Freshmarketer for Shopify is a multichannel conversational marketing solution tailored for Shopify storefront owners. Equipped with Shopify-specific onboarding and playbooks, the solution packages marketing automation, multichannel campaigns (email, chat, WhatsApp, and SMS), and conversational marketing (via Live chat and bots). Available now.
With Customer 360, see sales, marketing, and support information with a 360° lens on a unified page, with a slick new UI. This translates to better, faster customer insights that empower sellers and marketers to accelerate revenue growth. Available now.
Stop switching between multiple tools to find the right data. Bring in business-critical information from other sources right into Freshdesk with ‘Custom Objects’. With important data readily available, empower your agents to resolve issues faster and in context. Available now.
Manage your support workforce with Freshdesk and strike the right balance between your teams and customers. Forecast workload across channels, make well-informed staffing and scheduling decisions, switch from manual planning methods to automated and have complete control over your support workforce with injixo. Available now.
Offer best-in-class omnichannel customer support with Freshdesk telephony partner extension. It provides the flexibility to use your preferred voice communications software. Streamline your global support strategy while scaling productivity and optimizing telephony investments. Available now for Five9 and coming soon for Genesys & Aircall.
Streamline incident management with 24/7 agent availability across the IT service desk and operations teams. Power collaboration using popular communication channels such as Slack. Optimize the scale and intensity of escalation, or even disable it, based on incident priority. Increase the total escalation interval across all levels by up to 24 hours. Available Now.
Experience Alert Management 2.0 with new easy onboarding, integrations, and intelligence. Connect with monitoring tools using an expanded range of out-of-the-box integrations, email as a channel for alerts, and custom integrations. Enjoy greater versatility in noise reduction by grouping alerts by Subject and Node in addition to the default values of Resource and Metric. Use machine-learning driven Automated Grouping to create contextually richer incidents and reduce MTTR. Available now.
Empower your team to solve automation challenges with minimal coding. Extend and integrate Freshworks products with low code using drag-and-drop UI elements, visual workflow modeling, and pre-built reusable components. Now in Beta.
UCR, Freshworks' native customer data platform, enables businesses to create a single view of the customer within Freshworks products. As a part of this launch, Freshchat now supports the UCR, extending the power of UCR to support use cases. UCR also now captures Shopify events data and helps businesses personalize engagement across marketing, sales and support. Available now via Freshchat and through Freshworks CRM for e-commerce.
Businesses can now bring their own unique business data within Freshworks products using Custom Objects, a set of custom records that can be created in-product. Powered by the Neo platform, Custom Objects are native, enterprise-grade, and extensible. No-code version available now in Freshdesk.
In addition to email, WhatsApp, and Apple Business Chat, Freshchat & Freshdesk Omnichannel are now expanding the reach for businesses to elevate their customer engagement through SMS and Instagram DMs. SMS and Instagram DM integrations are now available in GA.
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