Freshworks Launches its First Unified CRM for E-Commerce Companies
April 26 2022 - 7:55AM
Freshworks Inc. (NASDAQ: FRSH), a software company empowering the
people who power business, today launched Freshworks CRM for
e-commerce, a customer relationship management (CRM) solution with
a unified customer record across conversational marketing, sales
and customer support. Built for direct-to-consumer brands and
digital retailers, the CRM solution empowers employees to engage
their buyers directly through modern messaging channels, providing
them with more personalized and delightful experiences. Freshworks
CRM for e-commerce is now available directly from Freshworks and
also on the Shopify App Store.
A recent study found that 96% of consumers who experienced poor
customer service said that it affected their loyalty to a brand. In
a world where consumers click to buy more on social, mobile and
online channels, creating a $7.4 trillion digital commerce market
by 2025, the line between customer service and purchasing decisions
have blurred. But most existing CRM solutions force businesses to
take an ‘add and integrate’ approach for sales, marketing and
support, which fragments the buying and servicing experiences for
customers.
Freshworks CRM for e-commerce helps companies engage customers
on modern messaging channels including WhatsApp and text messaging
across marketing, support and sales, empowering any business to
compete on the same footing as the biggest names in e-commerce. It
natively integrates with e-commerce platforms and packages
marketing automation, multi-channel campaigns (email, chat,
WhatsApp, and SMS), and conversational sales and support (live-chat
and AI chat bots) to help businesses segment their audience,
automate and personalize messages, and delight customers with
proactive support. Buyers gain nearly instant answers to their
questions and businesses can unify customer support insights across
digital channels.
“Our first solution with a unified data model, Freshworks CRM
for e-commerce, was built to help local businesses act on a
complete view of the customer so they never have to do things they
hate—like repeating order information or wading through irrelevant
products and promotional emails. This marks a milestone in our
product mission of helping businesses delight their customers,”
said Prakash Ramamurthy, Chief Product Officer at
Freshworks.
Early adopter, Dr. Renita Rajan, Managing Partner at The
Lip Balm Company said, “With Freshworks CRM we can now
deliver a personalized and delightful experience. Engaging our
customers with context, turning visitors into sales, and keeping
customers happy with exceptional customer support is helping our
business grow.”
A unified customer record powered by Freshworks CRM for
e-commerce will now enable businesses to:
- Win the right
customers. New “Multichannel Engagement Journeys” help
marketers create comprehensive customer profiles and run segmented
marketing campaigns based on their purchasing behavior across
email, chatbots, SMS, WhatsApp, and social platforms like Instagram
and Facebook.
- Delight existing customers. New
“Conversational Engagement” features like out-of-the-box chatbot
templates for e-commerce, and order information available in the
Agent Inbox all help support teams increase purchases and grow
lifetime loyalty with personalized messaging and cart abandonment
prompts without leaving the Freshworks platform.
- Optimize the channel mix. Move away from
costly assisted channels such as voice calls to offer
digital-first, self-service customer support. As a result,
companies can reduce operational costs and increase customer
satisfaction by providing instant answers from a digital
storefront.
- Grow the business. Track all aspects of
commerce to decrease time to order, drive repeat revenue and
customer lifetime value (CLTV) with insights that sync contacts,
purchase history, and relevant data between e-commerce platforms
and Freshworks’ marketing automation solution.
- Add right-sized capabilities. The new
Freshworks CRM for e-commerce solution is modular, so companies can
start with the marketing solution and then add support, or vice
versa, to bring these teams closer than ever before with a unified
CRM.
“Delivering a truly incredible online customer experience begins
with making it easy for them to discover, purchase and ask for help
whenever they need it,” said Brent Leary, co-founder, and
partner of independent analyst firm CRM Essentials. “The
best companies in the world find a way to unify commerce and
support channels as consumers expect to complain and communicate in
the same places they order and ask for refunds. Freshworks is
helping businesses do that.”
Freshworks CRM for e-commerce is built on the Freshworks Neo
platform, which enables a unified customer record with an ecosystem
of thousands of apps and shared services.
About Freshworks Inc.Freshworks Inc., (NASDAQ:
FRSH) makes business software people love to use. Purpose-built for
IT, customer support, sales and marketing teams, our products
empower the people who power business. Freshworks is fast to
onboard, priced affordably, built to delight, yet powerful enough
to deliver critical business outcomes. Headquartered in San Mateo,
California, Freshworks operates around the world to serve more than
56,000 customers including Bridgestone, Chargebee, DeliveryHero,
ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice
Media. For the freshest company news visit www.freshworks.com
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© 2022 Freshworks Inc. All rights reserved. Freshworks and their
associated logos are trademarks or registered trademarks of
Freshworks Inc. All other company, brand and product names may be
trademarks or registered trademarks of their respective
companies.
Media Contact:Jayne Gonzalez408-348-1087PR@freshworks.com
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