#Issue 4  | August, 2020

 

It's August already? 

 

Keeping track of time has been hard and I still cannot believe that this is our fifth month of remote working. After what seems like a millennium, we had some action for all the FootballCricket, and F1 fans.  In an even crazier turn of events, Microsoft wants to buy Tik Tok.  
And I have gotten bored of the view from my window 😕
All the commotion aside, we have plenty of things to unpack with this newsletter today! 
 
Check out our Workplace for all the latest updates.

P.S. If you're equally bored of the view from your window as I am, try this

Fresh Things First 🎉

Freshdesk Omnichannel is now PCI-DSS Compliant!

While Freshdesk and Freshdesk Omnichannel are not intended to be used as billing platforms, cardholder data as per the PCI-DSS can be stored. The information is encrypted and is made available on-demand only to users who have the privilege to access the data.

 

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Reopen Workplaces Safely With
Freshservice’s Return-to-Work App

Freshservice has built a Return-to-Work (RTW) app that helps customers streamline health check-ups, screening, approvals, and manage personal protective equipments (PPEs) while safely readmitting their workforce back into office spaces. 

Learn More

Hey! This needs your attention 👁‍🗨

Code Snippet intallation - Product Sign-up page

If you're planning to set up a dedicated Freshworks landing page on your site, there a few steps you need to follow. 

  • First, read this document
  • Next, use the following snippet codes according to your region for localization
  • Now, set up the landing page with Freshworks assets you received from your channel manager
  • And Viola! You've set up a Freshworks landing page on your site.

Please reach out to your channel manager if you're facing any issues with this. Good luck! 👍🏻

What’s Fresh? 🌻

 

Omnichannel - Freshdesk

Freddy Answers in 6 new languages

Freddy can now understand and respond to your customer queries in 6 new global languages other than English. With Freshchat supporting over 30 languages and Freddy supporting 7 languages, provide the most personal conversational customer support.

Read more

Freshcaller - Flat call rate bundles

Freshcaller's first step towards simplifying call costs to encourage better SMB sales conversions is now available for all paid plans. Here is everything you need to know about using these call rates to drive effective sales conversations. 

Learn more

Freshchat - Line Messenger Integration

You can now integrate LINE Messenger with your Freshchat account and engage your customers on one of the most popular messaging apps. LINE Messenger is used by more than 217 million people, primarily in East and Southeast Asia. 

Learn more

Freshdesk - Geotagging in FSM

As a field technician, navigating efficiently to service locations is a must. But the location data in Apple and Google Maps have inaccuracies for certain regions misdirecting your field technicians. With Geotagging for FSM, field technicians can now drop a pin on their map in the Freshdesk mobile app to save the exact customer location and navigate there efficiently in the future.

Learn more

Freshdesk FSM - How to sell?

A curated set of multilingual sales collateral built to help you sell Field service management in Freshdesk. Downloadable assets in six different languages.

Download Now

CRM - Freshsales

Freshsales integrates with Freshservice

This integration enables Freshsales users to view their customer’s Freshservice tickets and add notes to them. Sales teams can also create tickets on Freshservice on behalf of the customer right from the CRM.

Learn more

Freshsales - New Video Tutorials

We made a bunch of short video tutorials to help you master the tool in no time. You can share these videos with your prospects and customers too. Here are three videos on Freshsales' top features. Tune in!

  Freddy Insights | Sales Sequences | Sales Goals 

Blog - Manage Product Catalog within Freshsales

Freshsales recently introduced the products module. Here's a blog that gives you five ways to efficiently manage a product or service catalog for any business with Freshsales.

Read more

Blog - 7 ways to Improve Customer Retention with Automation

Customer retention is critical to gauge how good you are at satisfying existing customers. This blog encompasses seven ways to deploy retention strategies using Freshmarketer.

Read more

ITSM - Freshservice

Freshservice - Return-to-Work App [E-book]

Are your customers exploring enhanced technology to ensure the safe return of their employees? Our team at Freshservice has built a Return-to-Work (RTW) app that helps customers streamline health check-ups, screening, approvals, and manage personal protective equipments (PPEs) while safely readmitting their workforce back into office spaces.

Share E-book

Build No-Code Dynamic Forms Using Business Rules

Have you come across businesses that scaled and had trouble maintaining forms? Did their processes cost their IT teams time, money, and resources to make dynamic forms functional? Give a demo of our Business Rules feature, and they're sure to be thrilled to create interactive forms without coding. IT teams can now easily define conditional rules and logic without extensive technical expertise and can control how a form functions at the time of its submission or completion. 

Learn more

The A-Z of Freshservice

We’ve curated an exhaustive collection of key terms and definitions associated with Freshservice, ITIL, and ITSM that functions as a guiding document to newly onboarded customers and provides relevant information about where and how product terminologies are used within Freshservice.

View Product Glossary

[Beta] Manage Critical Alerts and Minimize Downtime With ITOM

As a means to kick start Alert Management, we would like to enable BETA testing for interested customers. Know someone who'd be interested to try out our new version of IT Operations Management (ITOM)? 

Sign up for Beta

Blog - ITSM is the New Normal

How can organizations ensure their service desk is responsive to the changing needs of the business? Read on to find out solutions we have enumerated that can help companies utilize their current service desk to support employees/customers through the new normal and expand their service desk functionality to maintain business continuity.

READ MORE

Blog - Automate And Optimize – Don’t Stagnate And Minimize

There are some things that technology can deliver better than humans can. Companies should seek any and every opportunity to remove repetitive, error-prone, and thankless tasks from human delivery, leaving experts to focus on areas where they can add value. Industry Expert Barclay Rae emphasizes on the use of AI and Automations in the world of IT support and highlights why stagnation is not an option in the current scenario.

Read the Blog

The Sales Pub 🍻

 

We figured we could use a cool space where you can find some of the juiciest pieces of content. Empower your sales teams with Battle cards, Competitor Brochures, pitch decks, video tutorials, email templates, and more. 

Customer Consumables 🥘

Spotlight

Freshcaller AI Capabilities

Here is a video covering the gist of Freshcaller's current AI-powered capabilities that gives us a definite competitive advantage.

Watch Video

Feature Comparision - Zendesk

Salespeople can customize this feature comparison document in Zendesk-compete situations. This comparison sheet is targeted at support admins and is best used during the technical evaluation stage. 

Download

Forrester TEI Report: Downloadable

We are happy to announce the Forrester Total Economic Impact study of Freshdesk, a report that demonstrates the ROI Freshdesk delivers to its clients. This is a high-value asset that all enterprise-focused companies create to prove ROI and help clients build a business case.

Download Report

Freshservice - Webinar Recordings

Keep your prospects and customers engaged on a personal level by sharing our webinar videos. We partnered with Forrester and deliberated discussions on the best practices for ITSM in a post-pandemic world, presented easy ways to use Freshservice Integrations while returning to work, and gave a walk-through of all the latest features released in Q2.

The New Demands From ITSM 

6 Ways to Return to Work  

Q2 2020 Feature Roundup

Freshservice - Higher Ed Training Video

We conducted an internal training session as part of the Rocket Fuel Product Training Series and focused on how Freshservice reps can tap into the education market space to win deals with K-12 Schools and Higher Ed Colleges.

Watch Video

Technology's Make or Break Role in Employee Engagement

92% of executives surveyed by Harvard Business Review Analytic Services say employee engagement is critical to their organization's success. Use the contents of this report to set the stage for Freshworks with C-Suite Personas and emphasize how Freshservice helps enhance employee experience and engagement through our Service Management solutions. 

Access Report  |  Use Email Templates

Battle Cards

Optimizely

Use this when you prepare for or while on a customer call. It contains discovery questions, counter pitches, and a list of key customers as well.

Download

Google Optimize

Use this when you prepare for or while on a customer call. It contains discovery questions, counter pitches, and a list of key customers as well.

Download 

BMC Helix

Gain the competitive intelligence required to play your cards right and win deals against BMC Helix with our internal differentiator battle card.

Download

On the Deck 👨🏼‍🍳

Freshdesk Omnichannel vs Happyfox

This customer-shareable pitch deck talks in-depth about how Freshdesk Omnichannel is better than Happyfox.

Pitch Deck 

Freshdesk Omnichannel - PCI-DSS Compliant

While Freshdesk and Freshdesk Omnichannel are not intended to be used as billing platforms, cardholder data as per the PCI-DSS can be stored. The information is encrypted and is made available on-demand only to users who have the privilege to access the data. To know more, check out our pitch deck on PCI Compliance.

Pitch Deck

Sharp Shooters 🍾

News and Events 📰🎯

Freshworks doubles omnichannel customer support ARR in H1 2020

Company growth continues as businesses look for better ways to engage customers 

Read Press release 

Freshteam crosses a Million dollars in revenue

Like every long term bet that starts off with a small step, Freshteam has hit its million dollars.

Check out their amazing story here

Freshwins of the Month

'Wisdom'-tini 🍸

Dietrich Mateschitz discovered a jetlag killing – unappetizing – yet refreshing carbonated drink called the ‘Krating Daeng’ during his business trip to Thailand in 1987.  The energy drink’s name translated to -

RED BULL. 

He adapted the product to sell all across Europe and -

People hated everything about the drink – the name, logo, ingredients, and taste.

But no matter how bad it tasted -  the beverage was still energy ⚡ in a can. 

He didn’t sell RED BULL as an energy drink but instead as a media and content marketing house disguised as an energy drink company.

The company embodies the emotion of ‘energy’.  And if you guessed where I'm headed with this - there's no sales pitch for energy!

Instead, his company builds content associated with that emotion.  Their content library sells a lifestyle over products. 

So, to sum it up – if you inspire, entertain, and educate your customer with content, they’re going to pick up your product eventually.


In the Loop is an initiative to make sure that you- as our partner, never miss out on any information from Freshworks. To further tighten the knot, we now have an archive page from where you can access all the newsletters published in the past.

That’s about it for this issue of  In The Loop. Hope it helps you put your own dent in this universe, Today and Tomorrow.

Email us at - intheloop@freshworks.com

Take care and stay safe,
Your friends at Freshworks!