You might be familiar with some of the changes Freshworks has gone through in the last year. We rebranded the company1, introduced new products, and gave Freshdesk a new look. Although these developments have been a delight to our customers, we’ll be honest, the journey didn’t start easy for one team in particular within the company. Our customer support team.
In this month’s roundup, we are excited to announce that the Freshworks Marketplace has hit 500 apps! That’s right, we now have 500 apps across Freshdesk, Freshservice, and Freshsales. You can view the entire gallery of Marketplace apps, here. For now, here’s a look at just a few of the apps that joined the Freshdesk Marketplace this month, keep in mind this is just the tip of the iceberg!
It would be easy to think the benefits of AI are massively overhyped. Every day there’s another article extolling the future of robots answering customer questions and reducing the need for customer support representatives. But you could be forgiven for thinking this is all hype. So far, results have been less than impressive.
In the world of e-commerce customer support, it’s easy to be overwhelmed by tickets. And it can be a nightmare. Too many tickets + not enough agents to answer them = complete support overload. On average, internal support teams receive 492 tickets each month. That’s more than one hundred tickets each week, or ~16 tickets each day. And that’s just the average. Your brand might be receiving a much higher number.
Measuring the productivity of the customer support team in terms of the overall company profits might seem like mission impossible. But it isn’t. In the long run, your customer support team makes a huge impact on marketing your products. You cannot deny that customers return only to those brands or companies that solve their issues faster.
Freshworks a global leader in customer engagement software, has announced the launch of “Freddy”, an “Omnibot” AI engine that enhances the sales, support and marketing capabilities for businesses of all sizes.
Mobile apps are now almost second nature to us. They’ve streamlined our day-to-day activities and made our tasks easier. We at Freshworks offer a mobile app version of every product in the Freshworks suite. Initially, we developed all the apps on our native platform. However, as we grew rapidly and started adding more products to our suite, it became increasingly difficult to replicate our rich features over different mobile platforms––Windows, iOS, or Android.
Support is a team game. Customer queries often require agents to team up, collaborate across groups (sometimes, even organizations) to find answers. The major challenges that teams face when trying to support customers are: Difficulty in collaborating and communicating, Lack of visibility into activities and Difficulty in monitoring performance.
Fifteen days ago, we launched Freddy, ‘a (hu)man’s best friend’, a conversational AI ‘omnibot’ that vastly improves customer experience across all channels of customer engagement: email, chat, social, and voice. We’ve envisioned Freddy as your favorite pet canine, but with a twist: Freddy’s glasses balanced on his cybernetic snout bely his tireless intelligence.
Freshworks, the global leader in customer engagement software, is making its presence felt in San Francisco during Salesforce’s annual event Dreamforce 2018. As a part of a campaign they are calling #Failsforce, Freshworks will be hosting a live press conference from a blimp above San Francisco with Freshworks customers who have switched from other CRMs.
