Freshworks Further Integrates Conversational AI into CX and CRM Solutions
November 01 2022 - 8:00AM
Freshworks Inc., (NASDAQ: FRSH), a software company empowering the
people who power business, today announced an infusion of
artificial intelligence (AI) across its modern, easy-to-use
customer experience solutions. Freshworks will host a virtual event
on November 9, to demo a variety of new product innovations during
its Fall ‘22 Launch.
The collection of updates across the Freshworks portfolio of
products 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 to Freshchat™,
Freshdesk™, Freshsales™ and Freshmarketer™. Product updates include
AI-powered support features to help agents improve response times,
and embedded AI to help sales and marketers increase productivity
and win more business.
According to Aberdeen Strategy & Research, real-time AI
helps organizations maximize agent performance, create happy
customers and reduce costs — with organizations using AI
capabilities achieving a 3.5 times greater increase in customer
satisfaction rates.
Conversational AI can also impact the bottom line: "By 2026,
conversational artificial intelligence (AI) deployments within
contact centers will reduce agent labor costs by $80 billion,
according to Gartner®, Inc.1" Beyond targeting reductions in labor
costs, it can also help organizations better serve customers.
A few of the highlights from the Freshworks Fall ‘22 Launch
include:
Automated Customer Relationship Management: Powered by
Freshsales and Freshmarketer
- Intelligent Lead Scoring enables teams to
understand how customers use their products and who might be ready
for engagement/additional touchpoints. Built-in AI identifies
positive and negative buying signals on the web and in
applications, learning from these interactions to provide insights.
Users can confidently make data-driven decisions and have more
personalized conversations with their customers.
- Social Media Campaigns empower marketers by
giving them the ability to engage with their target audience on
Instagram and Facebook. Within Freshmarketer, they can schedule and
publish social media posts across channels and analyze their
performance to build engaging content and generate more leads.
Intelligent Omnichannel Conversations: Powered by
Freshchat
- Smart Reply rapidly solves customer issues
with AI-powered auto-complete responses, which gives dynamic
suggestions to agents as they type responses to customers.
Intelligent recommendations are tailored to the user’s last
message, the full context of the conversation and the customer’s
past buying behavior.
- Email in the Freshchat Inbox empowers agents
to have personalized omnichannel conversations with customers and
allows businesses to configure their support email addresses and
bring emails directly into Freshchat.
- Conversations Widget allows support admin
teams to use a single widget to power live chat and self-service
AI. The conversations widget supports all Freshchat features and
use cases, making it easy to deliver conversational
engagement.
AI-Driven Customer Support: Powered by
Freshdesk
- Auto Triage feature automatically categorizes,
prioritizes and routes the ticket to the right support agent or
group, saving agents hours of manual effort, giving them time to
focus on solving critical customer issues.
- Integrations with Slack and Microsoft Teams
allow for seamless collaboration by empowering support agents with
the ability to start conversations on Slack from the Freshdesk
Customer Success interface and to use Microsoft Teams to stay
updated on assigned tickets quickly.
“One of my favorite things about using Freshworks is the modern,
user-friendly and flexible solutions that have revolutionized the
service that we’re able to provide to our customers,” said
Michael Hopkins, SVP of Sales and Service at Blue
Nile. “The new AI-based features allow us to differentiate
hot and cold leads and increase our productivity. It’s truly been a
game changer for our business.”
“Conversational intelligence across sales, marketing and support
is the next step companies must take to unify and personalize the
customer experience,” said Prakash Ramamurthy, Chief
Product Officer at Freshworks. “Unlike some legacy
vendors, we believe business software should empower people, not
frustrate them. Our built-in AI functionality makes it easier than
ever and is designed to keep up with customers and employee
demands.”
To learn more about the Freshworks Fall ‘22 Launch, visit the
Freshworks website here or join us for our virtual event on
November 9, to learn more about our new collection. Registration is
open here.
1. Gartner Press Release, Gartner Predicts Conversational AI
Will Reduce Contact Center Agent Labor Costs by $80 Billion in
2026, August 31, 2022,
https://www.gartner.com/en/newsroom/press-releases/2022-08-31-gartner-predicts-conversational-ai-will-reduce-contac.
GARTNER is a registered trademark and service mark of Gartner,
Inc. and/or its affiliates in the U.S. and internationally and is
used herein with permission. All rights reserved
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.
© 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:Erika
Howardpr@freshworks.com
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