Freshworks and Meta Partner to Help Businesses Elevate Conversational Customer Experience Through the World’s Most Popular Messaging Apps
February 06 2023 - 7:00AM
Freshworks Inc. (NASDAQ: FRSH) today announced that companies
around the world have increased customer retention by using
Freshworks’ conversational AI bots to automate communication with
buyers through WhatsApp, Instagram Messaging, and Facebook
Messenger. International companies like MTN Cameroon in Africa,
Body & Fit in Europe and The Giving Movement in Dubai have
elevated their customer support efficiency on Meta’s messaging
platforms using Freshworks’ Freshchat™, Freshdesk™ and Freshsales™
products.
With over two billion daily active WhatsApp
users, nearly two billion daily active Facebook users, and more
than two billion monthly active Instagram users, Meta provides the
world’s most popular messaging platforms. The Meta Business
Messaging integrations with Freshworks’ CX and CRM products make
customer and prospect engagement easy for support, sales, and
marketing teams. With Freshworks AI-powered bots, businesses can
tailor and automate messaging journeys for each channel, configure
workflows across multiple channels or languages, and efficiently
train bots with NLP learning capabilities.
"Messaging is how people and businesses want to
communicate and get business done. Businesses of all sizes are
embracing this shift and finding new opportunities to better engage
with customers, offer support, and drive sales,” said Kyle
Jenke, Business Messaging, Director of Partnerships at
Meta. “We’re excited to work with Freshworks to make
WhatsApp available for more businesses to better manage the
end-to-end customer journey on our messaging platform.”
According to Forrester, 68 percent of consumers
say that if they can choose where to make a purchase, they are more
likely to go with a business that offers convenient communication.
That is why companies like The Giving Movement
deliver superior customer engagement through Freshworks’ WhatsApp
and Instagram integrations. The UAE-based sustainable fashion brand
focuses on proactive conversations in place of transactional
messages, which is finding resonance with its global customer
community. Nick Fisher, COO of The Giving
Movement, said, "We are a purpose driven brand and we
believe in a customer-first approach. Freshworks enabled us to
communicate with our customers through the channel of their choice.
With the omnichannel function, we were able to address customer
queries from multiple channels in a single view – thus helping us
further our vision through our customer community.”
Another joint customer, MTN
Cameroon, local operation of the largest
telecommunications operator in Africa, uses Freshworks’ integration
with Meta’s messaging channels to reach its goal of increasing
digital communication with customers and multiplying means of
contact. “Around 2 years ago, we only had 20 percent digital
penetration for customer support, with a majority of our customers
coming to our physical stores and contacting our call center.
Today, the Freshchat integration with WhatsApp and other messaging
channels allows an impressive 40+ percent of our customers to reach
out to us through digital channels. We are confident that this
number will continue to grow in the near future as per our
digitization of channels strategy,” mentioned Imani Masuke,
Specialist Digital & Innovation.
Omnichannel customer service is also made easier
with Freshworks’ products. Body & Fit, a
global fitness and nutrition retailer, needed to include Instagram
Direct Messaging into their customer service channel mix.
Gerben Tegenbosch, Global Head of Customer
Service, explained, "We at Body & Fit work a lot with
influencers. Therefore, our clients and we are very active on
Instagram. Thanks to the Freshworks-Instagram integration, we can
also provide them with the best service and support via Instagram
Messaging - all through Freshworks’ integrated platform."
‘‘Our partnership with Meta is a testament to
the true value of Freshworks' products. Freshchat and Freshmarketer
seamlessly integrate with Meta's main messaging platforms --
WhatsApp, Instagram Messaging and Facebook Messenger -- enabling
businesses to communicate with their customers quickly and easily,
resulting in a better customer experience,” said Prakash
Ramamurthy, Chief Product Officer at Freshworks.
The Freshworks Neo™ platform and its native
integrations with popular communication channels allow businesses
to configure these channels and more as they expand and grow
without needing expensive custom development, complex deployments,
or IT support. This helps reduce the friction of scaling
communication across messaging apps and can make it easier to adapt
to evolving customer needs.
About Freshworks Inc.Freshworks
Inc. (NASDAQ: FRSH) makes business software people love to use.
Purpose-built for IT, customer support, and 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 60,000 customers including Allbirds,
Blue Nile, Bridgestone, Databricks, Klarna, NHS, OfficeMax, and
PhonePe. For the freshest company news, visit www.freshworks.com
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Inc. All other company, brand and product names may be trademarks
or registered trademarks of their respective companies. Nothing in
this press release should be construed to the contrary, or as an
approval, endorsement or sponsorship by any first parties of
Freshworks Inc. or any aspect of this press release.
Media ContactKingston
Davidpr@freshworks.com
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