Freshworks Helps Businesses Deliver More Delightful Customer Experiences with a New Integration with Google’s Business Messages
July 27 2022 - 8:00AM
Freshworks Inc. (NASDAQ: FRSH), a software company empowering the
people who power business, today launched an integration with
Google’s Business Messages for Freshchat®, Freshdesk Omnichannel®
and Freshsales Suite®. This integration can help businesses around
the world reach and support their customers directly on Google Maps
and Google Search mobile apps – making it easy for agents to
support consumers in the places they most commonly use to find
local goods and services.
A recent Forrester report commissioned by Google
found that 54 percent of consumers expect faster responses from
brands and 48 percent want it to happen on the channel of their
choice.
“Speed and convenience are key for a great
customer experience,” said Bart Jenniches, Google's
Director of Business Communications Partnership. "The
integration with Freshworks makes it fast and easy for businesses
to have conversations with their customers within the Google apps
they know and love.”
The integration of Freshworks products
(Freshchat®, Freshdesk Omnichannel® and Freshsales Suite®) with
Google’s Business Messages helps businesses accomplish the
following:
- Improve brand value with enhanced accessibility and better
discoverability for customers;
- Seamlessly engage with context and deliver unified
conversational experiences for their customers;
- Offer more timely support and seamless personalized experiences
for Google users; and
- Improve CSAT scores by resolving queries faster in real-time,
with a 360° view of the customer across sales, marketing &
support touchpoints.
“Consumers want immediate responses through the
channel of their choice. Our integration with Google’s Business
Messages gives local businesses the power to do just that while
retaining a unified view of the customer, making it easier for
agents to manage conversations and resolve issues on the right
channels,” said Prakash Ramamurthy, Chief Product Officer
at Freshworks.
Poorvika Mobiles, an early
adopter of the integration and multi-brand retail chain for
smartphones and gadgets in India uses Freshchat with Google’s
Business Messages. The company relies heavily on Google Search and
Maps for its customers to find a nearby store. Poorvika now offers
support through Business Messages for 288 outlets, with plans to
onboard all 475+ outlets soon. For customers seeking help, this
improves discoverability and more immediate responses. For
Poorvika’s support team, the integration offers an additional
channel to seamlessly support agents with a unified interface
across all channels.
“Freshworks has scaled with our business needs
as more customers continue to discover us through Google. Chat
volume has doubled since the time we started using Freshchat and we
currently handle about 50% of the messages we receive each month on
Google’s Business Messages,” said Senthil Kumar M, General
Manager for Poorvika Mobiles. “We are
thrilled to have a unified and integrated communications platform
for all our customer support touchpoints, as opposed to multiple,
disjoint solutions. We love the scalability and continue to manage
the volume using the same team of live chat agents. Our customers
love that we serve them on the platform they discover us on!”
FinChoice, a digital financial
service provider in Africa, recently added Google’s Business
Messages on top of its existing channels of service. FinChoice
envisions a fully automated support system to allow its team of 80
agents to focus on the conversations that require a human
touch.
“Our goal is to make support instantaneous,
enable self-service for our customers and help them in the platform
they connect on with us. With Freshworks, we are able to provide
customers with the option of reaching out to us through multiple
channels. The addition of Business Messages through Google Search
aids in the discoverability of our business in the region and the
new integration enables us to have customer conversations quickly,
without switching apps!” said Farrah
Abdurahman, Digital Experience Lead at
FinChoice.
The Freshworks and Google’s Business Messages
integration is built on the Freshworks Neo platform and is now
publicly available for all accounts. Learn more about the
integration here.
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 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
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Inc. All other company, brand and product names may be trademarks
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this press release should be construed to the contrary, or as an
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Freshworks Inc. or any aspect of this press release.
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