Freshworks Summer ‘22 Product Launch Helps Companies Power Smarter Conversations
July 20 2022 - 8:00AM
Freshworks Inc., (NASDAQ: FRSH), a software company empowering the
people who power business, today announced its Summer ‘22 Product
Launch – a collection of customer and employee engagement
innovations to power smarter conversations everywhere.
Now available in Freshworks Summer '22 Product Launch –
Freshchat™AI bot-assisted conversational messaging joins
Freshmarketer™ and Freshsales™ on the Freshworks’ unified customer
record architecture. This collection improves customer engagement
by unifying messaging channels on a single platform for more
intelligent and more productive interactions between customers and
employees.
“The better you know your customers, the more you will delight
them, and the faster they will come back for more,” said
Prakash Ramamurthy, Chief Product Officer at
Freshworks. “Conversational engagement is at the heart of
customer interactions and Freshworks delivers a powerful data
platform across sales, marketing and support so customers and
employees can have smarter, faster conversations.”
The Freshworks Summer ‘22 Product Launch is designed to make
work easier, more productive and more delightful, with automation
that is easy to use and fast to implement through AI that is
natively built-in, not bolted on. Major product updates over the
last six months include:
Modern Messaging and Customer Engagement: powered by
Freshchat
- Enhanced Unified Customer Record (UCR) brings
together Freshmarketer, Freshsales and Freshchat to equip agents
with complete customer context across support, sales, and marketing
teams. What was first announced in April as an e-commerce solution
for Shopify merchants is available now for all companies and
segments. Pre-built Freshchat playbooks help
agents get chatbots up and running faster on their messaging
channels of choice, including Instagram, WhatsApp, Apple Business
Chat, and SMS.
Customer Relationship Management for e-commerce: powered
by Freshmarketer
- Freshmarketer for Shopify packages marketing
automation, multichannel campaigns, and conversational marketing
(via live chat and bots). Equipped with Shopify-specific playbooks,
companies can get up and running fast with advanced segmentation,
targeting, marketing campaigns, and reporting for all stages in the
customer journey.
Omnichannel Customer Support: powered by
Freshdesk
- Extended customer support to telephony
providers helps companies streamline conversations from
voice to messaging. Freshdesk Omnichannel integrations are now
available for most widely-used platforms so customers can bring in
their own provider and optimize investments in their existing voice
communications software.
- New workforce management capabilities through
an integration with Injixo allows businesses to better manage their
customer support team with Freshdesk. This update allows businesses
to forecast workload across channels, make well-informed staffing
and scheduling decisions, and automate workforce planning.
- New messaging integrations for Instagram DMs and Twilio
SMS are made possible by the Freshworks Neo Platform.
No-Code Custom Objects allows businesses to bring
their own unique business data to Freshdesk.
IT Service Management: powered by
Freshservice
- Enhanced On-Call Management capabilities help
businesses provide 24/7 agent availability across IT service desk
and operations teams by increasing or decreasing the scale and
intensity of escalation based on incident priority.
- Improved Alert Management 2.0 increases
efficiency with an expanded set of out-of-the-box application
monitoring integrations, ML automated alert grouping and email
alerts.
Based upon an internal review of aggregated data of customers
using Freshdesk and Freshchat in 2021, customer service agents that
used Freshchat AI-powered bots saved over 37 hours per interaction
or had an improvement of 94% in Average Resolution Time compared to
businesses that use only Freshdesk support desk.
Freshworks customer and multi-product user Ron Davis, IT manager
at Mimeo, said, “Freshworks has provided us with a modern,
user-friendly and flexible solution that has revolutionized the
service that we’re able to provide to our customers. These new
custom solutions are easy to fold into our integrated systems,
allowing us to continue improving our capabilities and better serve
the thousands of businesses, schools, and individuals around the
world that we work with so they can print better.”
To learn more about the Freshworks Summer ‘22 Product Launch,
visit the Freshworks website here.
About FreshworksFreshworks 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 58,000
customers including Bridgestone, Chargebee, DeliveryHero, ITV,
Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. For the
freshest company news visit www.freshworks.com and follow us on
Facebook, LinkedIn and Twitter.
Media Contact:Erika Howardpr@freshworks.com
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