Freshworks

Name of the product or service

Customer & Employee Engagement Platform

Votes: 222

Product or service description

When it comes to CX expectations, today customers don’t differentiate based on company size. They expect the same great support experience whether you’re Amazon or a small business. But businesses struggle to deliver – their legacy support tools can’t reach customers on their preferred channels, and support teams are stretched too thin. Built to delight customers and employees, Freshdesk Omnichannel Suite offers a unified customer support solution for fast and personalized resolutions across all support channels. Customers will love quick responses and seamless experiences on their channels of choice, while agents will feel like heroes delivering flawless support at scale. Get up and running in weeks with our easy-to-use, powerful solution that gives you immediate value and supports your growth at a lower cost

Distinction from the competition

Freshdesk democratizes great customer service like no other company. We enable customers to deliver personalized support on any channel from Whatsapp to Instagram to more traditional channels like email and phone. Our inbuilt AI and automation capabilities will allow customers to automate beyond FAQs with no-code, multilingual bots to deliver instant answers as well as guide agents to faster resolutions and automating agent workflows. According to Forrester we provide the fastest time-to-value in our industry through an incredibly intuitive interface and simple setup. End-Users of our solution are delighted as: They are able to manage all customer requests from one team inbox across all channels Customer requests are automatically routed based on agents’ current workload or skill They are easily able to collaborate on customer interaction with any internal or external stakeholder

Product or service innovations

Freshworks has invested heavily in AI in the last 12 months. This differentiates us from our direct competition, who are not able to provide these capabilities and the development effort in-house and need to rely on external partners instead. For our customers, this means they are able to quickly deploy Bots to their setup to help solve customer queries and thereby increase their ticket deflection and across multiple languages. Through integrations to their back-end systems, customers can even solve transactional requests such as changing the delivery date of their order. We are closely following the newest developments with regard to ChatGPT and believe there are more interesting opportunities to enhance our AI particularly on the agents’ side.

Customer case study

Hamleys - https://www.freshworks.com/freshdesk/resources/case-study/hamleys/?_gl=1pc03i7_gaNTc2OTUzMzAuMTY3Mjc0NzA3Nw.._ga_5S1FBQDGB1*MTY3Mjk0MDI0MS41LjEuMTY3Mjk0MTIxNy4xNy4wLjA.&_ga=2.28797628.1606607784.1672852110-57695330.1672747077

Internetstores - https://www.freshworks.com/resources/videos/customer-spotlight/internet-stores/

Bergzeit - https://www.freshworks.com/de/resources/videos/amazing-customer-stories/bergzeit/

Positive feedback & testimonials

Freshworks prodcuts are used by 60.000 customers worldwide, helping deliver higher agent efficiency, increased transparency and worldclass CX. Here are some examples of of typical savings and improvements across our customer base: $1.3M saved in agent productivity & Efficiency (Forrester, Total Economic Impact Study) 25% better Average Handle Time with intuitive UI (Forrester) 2.3 hours of time saved in Average Resolution Time with AI & Automations (Freshworks Benchmark Study 2022)

All Ecommerce players will be familiar with Klarna and already interact with them on a daily basis. Klarna was able to practically “kill-off” Email as a channel through the help of our Chat & self-help capabilities: https://www.freshworks.com/live-chat-software/resources/case-study/klarna/

Website

https://www.freshworks.com/de/


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