Freshworks Customers Using Microsoft Teams Increase Employee Experience and Productivity
September 28 2023 - 8:00AM
Freshworks Inc. (NASDAQ: FRSH) announced a significant increase in
Microsoft Teams usage by Freshservice® customers to improve the
employee experience through more efficient AI-powered virtual agent
support. Microsoft Teams adoption among Freshservice customers has
seen an average increase of 42% over the past three years. As a
result, businesses using Freshservice are now able to amplify
productivity for more than 250,000 users.
The generative-AI-powered Virtual Agent within Freshservice, an
IT service management (ITSM) solution, along with Microsoft Teams’
ServiceBot, gives employees round-the-clock support and can
facilitate rapid resolution of their needs within Microsoft Teams.
The integrated solution also enables IT and other business teams to
deflect tickets that helps save clicks and streamline work. In a
July 2023 study commissioned by Freshworks, Forrester estimated a
mid-sized company could save $2.1 million in three years by
improving user productivity with the Freshservice Virtual
Agent.
"Microsoft Teams has rapidly grown as the hub for
collaboration,” said Srini Raghavan, VP of Microsoft Teams
Ecosystem. “Through our work with companies like
Freshworks that share our vision for AI, we aim to enable teams
across multiple channels to solve employee issues swiftly,
ultimately saving money and driving efficiency with next-generation
AI for customers of all sizes.”
Using Freshservice, which is built natively on the Freshworks
Neo platform, with Microsoft Teams, companies of all sizes can
increase user productivity. Using AI-powered virtual agents, they
can improve collaboration across business teams during critical
incidents, and enhance the employee experience with faster
resolution to allow for:
- Automated conversational support that boosts employee
experience with faster resolution. Automation eliminates
the constraints of working hours, giving employees access to
conversational support from virtual agents within Microsoft Teams
to speed up issue resolution whenever they need it.
- Increase agent productivity through AI-powered virtual
agents. Freddy AI-powered Freshservice virtual agents
empower business departments to focus on high-value tasks, allowing
the virtual agent to handle common and mundane issues that often
bog down humans. Agents can more quickly handle ticket updates and
approvals.
- Improve collaboration during critical
incidents. Freshservice notifies on-call agents directly
in Microsoft Teams. IT operations teams can swiftly communicate to
resolve major incidents, maximizing service availability and
minimizing downtime all without leaving a single app.
Customers like A&E Networks and
Haynes International are using Microsoft Teams
with Freshservice to improve employee service management. Haynes
International, a US-based materials manufacturer, increased
business user productivity by 50% since using Freshservice
integrated with Microsoft Teams.
Lyle Snyder, Senior Support Analyst at Haynes
International said, "Traditional support channels for
employees typically have complicated portals, which slow down
support and are no longer acceptable for the modern workforce. The
Freshworks and Microsoft Teams’ integration helps us deliver a
simple and modern employee experience, all on one platform. We’ve
already seen impressive productivity increases and expect both apps
to scale with our evolving business and employee needs.”
The Office for Students, the independent regulator of higher
education in England, was able to decrease its average resolution
time by 67% with the Freshservice virtual agent integrated with
Microsoft Teams. “Our goal was to move away from employees emailing
the service desk, and instead use Teams as a channel,” said
Karen Spray, IT Service Support Manager at Office for
Students. “Adopting the Freshservice Virtual Agent was
easy, and the technical rollout took us about 10 minutes. Easy
access to the Virtual Agent within Microsoft Teams made it all the
more convenient and helped our employees solve many issues on their
own thanks to powerful self-service features.”
“Our collaboration with Microsoft is a terrific example of our
commitment to giving customers powerful yet easy-to-use tools they
need to succeed in today’s fast-paced workplace. We’ve been
pioneering AI for customer and employee support since we launched
Freddy AI in 2018, and Microsoft Teams helps put that directly into
the employee’s collaboration channel of choice. Together we’re
helping customers deliver exceptional employee experience across
business teams,” said Prakash Ramamurthy, Chief Product
Officer at Freshworks.
For more information on Freshservice with Microsoft Teams, visit
the Freshworks website.
About Freshworks
Freshworks Inc., (NASDAQ: FRSH) creates AI-boosted business
software anyone can use. Purpose-built for IT, customer support,
and sales and marketing teams, our AI-boosted products are designed
to let everyone work more efficiently and deliver more value for
immediate business impact. Headquartered in San Mateo, California,
Freshworks operates around the world to serve more than 65,000
customers, including American Express, Blue Nile, Bridgestone,
Databricks, Fila, Klarna, and OfficeMax. For the freshest company
news, visit www.freshworks.com and follow us on Facebook, LinkedIn,
and Twitter.
© 2023 Freshworks Inc. All Rights Reserved. Freshworks and its
associated logo is a trademark of Freshworks 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 third party of Freshworks Inc. or
any aspect of this press release.
Media Contact:Erika
HowardPR@freshworks.com
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