Freshworks Unifies Customer Messaging on a Single Platform

Charlie Mitchell

The announcement is one of many recent moves from Freshworks, as the vendor aims to enhance customer and employee engagement

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Freshworks Unifies Customer Messaging on a Single Platform

Freshworks has unveiled its Summer ‘22 Product Launch, which includes updates to Freshchat, its messaging platform.

The enhanced offering empowers agents with more customer context, harnessing data from previous support, sales, and marketing engagements.

Indeed, the “Unified Customer Record (UCR)” innovation allows agents to see a history of customer activities, track the customer journey, and trigger various campaign activities via Freshchat.

Such activities may include personalized discounts, custom product recommendations, and customer surveys.

Also, these engagements may reach customers on their preferred messaging channel, whether that is WhatsApp, Messenger, SMS, or perhaps even email.

Discussing the basis of the latest Freshchat evolution, Prakash Ramamurthy, Chief Product Officer at Freshworks, said:

Conversational engagement is at the heart of customer interactions, and Freshworks delivers a powerful data platform across sales, marketing, and support so customers and employees can have smarter, faster conversations.

Alongside the technology refresh, Freshworks now provides pre-built playbooks for improved proactive messaging with advanced segmentation, targeting, and reporting.

Companies can automate this outreach with embedded conversational AI, which pairs up with Freshmarketer and Freshsales to achieve a unified customer view.

These solutions have also recently undergone a transformation period. For example, Freshworks launched Freshmarketer for Shopify, enabling automated marketing workflows, multichannel campaigns, and chatbot-driven marketing through the eCommerce platform.

Elsewhere, its trademark Freshdesk solution now includes extended customer support to telephony providers, more workforce management capabilities, and messaging integrations that allow businesses to send  Instagram DMs.

Meanwhile, its Freshservice platform has benefited from new call escalation features and additional out-of-the-box application monitoring integrations.

Sharing more as a Freshworks multi-product user, Ron Davis, IT manager at Mimeo, said:

These new custom solutions are easy to fold into our integrated systems, allowing us to continue improving our capabilities and better serve the thousands of businesses, schools, and individuals around the world.

The Freshworks Summer ‘22 Product Launch comes after its recent release of a unified CRM for eCommerce companies, which aims to simplify online buying experiences.



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