In the Loop

Issue #2                                                                                                                                April, 2020



Hey Partners

How are you holding up? We hope everyone is in good health and spirits.
March madness has been crazy! With half the planet stuck at home figuring out new ways to keep themselves entertained and sane. I’m hoping you’re making the best out of this situation. 
The world collectively is switching gears to accommodate this new lifestyle. And that’s where all the excitement is.

The good folks from the famous television sitcom “The Office” have started Some Good News to keep you informed about all the crazy, wacky, and cool things the world has been up to. It’s fun and heartwarming. I think you should definitely spend some time there. 
Missing the hustle and bustle of the office while working from home?  Calm Office can simulate the noise of an office wherever you are. 

This issue of In the Loop is very special for us as it will help you understand what Freshworks is doing from 3000+ homes. So, let’s get down to it. 

Fresh things First!



For the CX buyer, we have launched a collection of AI and Bot innovations to enable a “bots-first” front line of customer support that also brings agent-assist to the next level. We are the only ones in the market that offer AI for both customer self-service and agent-assist in one convenient package.


There are 3 new Freddy AI for CX add-ons that make it easy for businesses of all sizes to adopt AI in their customer support.


  • Freddy Self-Service: aimed at companies taking a bots-first approach to customer self-service


  • Freddy Starter: aimed at companies that want both a bots-first approach to customer self-service and agent-assist features for an AI-powered ticketing experience that drives productivity


  • Freddy Ultimate: aimed at companies with mature customer-facing and agent-facing automations at enterprise scale


Learn More


Supercharge your resolutions with Advanced Automations - Freshchat


Automate your daily chat workflows in Freshchat and save time & effort with Advanced Automations. You can use pre-defined templates like Auto Response, Auto Resolve, Auto Assignment, and Auto Escalation or create custom automations with minimal coding.


Read More


Interactive messaging in Freshchat


Now, you can improve response rates with interactive messaging. Get creative with your sales and engagement journeys by including carousels, drop downs, buttons, and a lot more with Freshchat APIs. Let the interactions begin.


Learn More


We now support outbound BYOC! - Freshcaller


Freshcaller now supports Bring Your Own Carrier (BYOC) for outbound calls-- the ability to use the phone number provided by an external service provider without losing the functionalities of Freshcaller. Customers don’t have to pay anything for numbers and call charges if they use an external BYOC number.


Read More


Journey versioning in Freshmarketer


Configuring a marketing campaign usually requires several iterations. With this recent update, you can edit and republish journeys on Freshmarketer. Also, view audit logs, version history, and aggregated analytics for republished journeys.


Read More

What’s fresh?

  • Revamped pricing for the CX Persona 


We have revamped our pricing strategy for the CX persona product line. New prices take effect on Monday, May 4th, 2020. If you haven't watched the learning session already, we have a 60-min video that covers all pricing & packaging changes across all 4 products. Also, we no longer charge the customer for SSL certificates. You can read more about it in the link below.


  • Help is here


Taking support to the customer’s fingertips is now much easier thanks to the WhatsApp + Freshworks .

Help your prospects connect with their customers on WhatsApp. Businesses use our WhatsApp API to send proactive messages, notifications, status updates, OTPs, and more. WhatsApp is proving to be one of the best ways for businesses to stay close to customers amidst social distancing.

Freshchat and Freshcaller are now available to anyone in need, at no cost, for the next six months.

We’ve also set up a taskforce to monitor all the needs of our partners. Feel free to reach out to us if you need any help.

  • Freshly pitch Omnichannel


Bring prospects to our Omnichannel solutions without breaking a sweat with this shinny new pitch deck. The marketing team has also included this nifty video to help you navigate the deck with ease. 


Freshdesk Omnichannel has so many new features that we had to make a video about it

Battlecards against SMB helpdesk players are now available. Get in touch with your channel manager to know more about it.


  • Freshly pitch IT


Freshservice is a natural fit with mid-market and enterprise customers and this deck can help you ace that pitch.

And while you're at it, check out 2020's roadmap for Freshservice.


  • Freshly pitch Sales


Here's the updated pitch deck to help you effectively convey the value of Freshsales. Find information on its features, values, and customer success stories to advance your deal to a sale.


CRO and CMO are two critical buyer personas for Freshsales. Gain detailed insights into what these personas look for in a CRM. 

News & Events

  • Start collaborating from almost anywhere with Freshworks + Slack.  With platform level integration with Freshdesk and Freshservice, supporting customers and employees can now be done directly from Slack. Amazing? Isn't it? 
  • Freshworks marketing teams have doubled down on digital avenues - virtual events and webinars, online communities, white-glove onboarding, etc . And the results have been staggering. Webinar binging has become the new normal across regions like Europe, Russia, ASEAN, India, Middle East, and freshly Argentina. With over 40% attendance, our marketers are battling towards glory on their digital Zoom arenas - making sure no lead is left behind. 
  • Despite the disruption caused by COVID-19, Freshworks Community - A global community of CX, ITSM, Marketing, and sales stars had a soft launch virtually on the 13th of April. The meet-up was organized in less than 48 hours with 20+ influencers hanging out for an hour. 
  • If you haven't started leveraging the Experience IT docuseries to nurture and warm-up your prospects, you really should take a serious look at the content out there. Please reach out to your channel manager to get your own custom URL that you can use to promote - if you haven't received it already. 

Freshworks Marketplace

Great apps and integrations have found their way onto our Marketplace again.

Listing down a few which you should definitely check out.



Competitor of the Month

We’ve added extra ammo to battle the empire in the form of a bookletblog, and sales play.

The Force will be with you. Always.

Wisdom Talk

In the Peloponnesian War, general Pericles led 100 ships into battle. Charging towards the enemy, a solar eclipse shrouded the world in darkness. Unaware of the science behind the event, panic broke out among the soldiers.

Pericles walked to the navigator, held his coat around his head, and asked: “Are you afraid of what you see?” “Of course not,” the navigator said, “it’s just a piece of black cloth!” Pericles smiled: “Then what does it matter if the cause of darkness is a different one?”

Perspective is everything, and we’re free to change it at any second. 


Missed out on our first issue? Don't worry, we've got you covered!

That’s about it for this issue of In The Loop. If you liked what you read, share it with your friends and colleagues.

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