San Mateo, CA, USA, Feb 2023 - 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 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.
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.
"Around 2 years ago, we only had 20 percent digital penetration for customer support, with 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.
‘‘Our partnership with Meta is a testament to the true value of Freshworks' products. Freshchat and Freshmarketer seamlessly integrate with Meta's messaging platforms -- WhatsApp, Instagram Messaging and Facebook Messenger -- enabling businesses to communicate with their customers quickly and easily, resulting in a customer experience," said Prakash Ramamurthy, Chief Product Officer at Freshworks.
Posted by Veronica Silva Cusi, news correspondent
Freshworks provides organizations of all sizes with SaaS solutions that make it easy for customer support, sales and marketing professionals to communicate effectively with customers for better service while also collaborating with team members to resolve customer issues. The company's products include Freshdesk, Freshservice, Freshsales, Freshcaller, Freshteam, Freshchat and Freshmarketer. Founded in October 2010, Freshworks Inc., is backed by Accel, Tiger Global Management, CapitalG and Sequoia Capital India. Freshworks' headquarters are located in San Bruno, Calif.
Published: Tuesday, February 7, 2023
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