#Issue 7  | Q4 , 2020

Happy Thanksgiving! 👪🦃🥧🎃👪

 

Freshworks is celebrating its 10th birthday, and we couldn't be prouder.

 

Who could have predicted that one poor customer experience stemming from a broken television in Chennai would lead to the creation of a business that now serves thousands of happy customers across the globe?
Now a birthday is as much about looking to the future as it is meditating upon the past, and we have a lot to anticipate.
 
On that note, Freshworks CRM was officially launched at Refresh 2020.
This is not just another product launch.
This is the 'iPhone moment for business software'. 
 
We'd like to take moment to thank 'you', our partners, without whom this journey wouldn't have been complete!
We look forward to strengthening our bond and strive towards remaining #partnersforlife

 

Q4 brings exciting new features, updates, and sales intel that we hope will help you kick off your sales activities for the holiday season. 
Here's our November update! 

Check out our Workplace for all the latest updates.

Hey! This needs your attention 👁‍🗨

Gartner Magic Quadrant for ITSM Tools - Our Vision is 20-20 

Are your leads actively considering Freshservice as a solution? Do they need more information to make an informed purchasing decision? Share this report as a tool for prospective buyers looking to evaluate and compare our solution. Key takeaways from the report:

  • Ranked #1 on percentage of year-over-year (YoY) growth
  • One of the top 5 vendors on the ‘Ability to Execute’ axis
  • Low-overhead ITSM tool that is easy to use and configure

 

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Freshworks Platform is now Freshworks NEO 

Freshworks Neo is a modern, flexible, and intelligent platform that powers our entire suite of products with revolutionary new features and unifies customer, partner, and developer experiences. Neo will help with our plans to enhance the end-user experience with cutting-edge solutions designed for the next data decade. 

The Neo Admin Center is a centralized console offering customizable security and administration solutions across the Freshworks products, making it easy to secure users and data no matter what the scale. 

 

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Freshworks CRM is live! 

A brand new Website

With the launch, we went live with the Freshworks CRM website. You can find new information on the home pagepricing page, and pages for Customer-for-Life CloudSales Cloud, and Marketing Cloud. We would love to know what you think. 

 

 

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Refresh 2020 is live!

This month, the Support BU product marketing team was focused on helping to deliver our first Virtual Global Conference, Refresh 2020. There is some great content we hope your customers and prospects will love. Everything from customer success stories to roadmap presentations and more, all available on-demand.

We encourage you to keep driving traffic to the Refresh 2020 site and share the registration link. 

What’s Fresh? 🌻

 

Omnichannel - Freshdesk

Freshdesk mobile app available in 8 more languages!

Freshdesk users can now access tickets & update them in Danish, Finnish, Hungarian, Italian, Polish, Swedish, Turkish & Vietnamese. This is applicable for both support agents as well as field technician views on both Android & iOS.

Read More

Freddy Billing in Freshdesk & Freshchat

Customers can now easily access Freddy’s billing options directly from the billing page inside Freshdesk and Freshchat. They can choose to add additional sessions for their billing cycle, track their usage, and automatically recharge Freddy sessions without reaching out to Support.

 

Read More

Freddy Self-service in Freshdesk & Freshchat

Previously, customers could only try out Freddy Self-service while still in a trial for Freshdesk, Freshchat, or Freshdesk Omnichannel. With this update, customers can start a trial for a new Freddy Self-service account or switch to their existing account effortlessly from within Freshdesk or Freshchat! 

Read More

Freshcaller 2.0 app for Android

Agents can carry their call center in their pocket and get access to detailed insights about incoming calls, call outcomes, notes, and call recordings. Agents can decide to answer based on their queue priority and change their status on-the-go. 

Read More

Mail Sync in Freshsuccess

CSMs can connect their Gmail, Outlook, or custom mailboxes to Freshsuccess to keep track of their emails and their team’s emails. Any email sent through that inbox will be recorded under the Communications tab of that Account360 page.

Learn more

Live Translations in Freshchat now supports SDK conversations.

Freshchat can translate conversations from over 100 languages so agents can engage with customers worldwide. With this update, customers can translate conversations from Mobile SDK in addition to web messenger.

READ MORE

🆕Freshworks CRM - Everything you Need 🚨

Brand New Website

With the launch, we went live with the Freshworks CRM website. You can find new information on the home pagepricing page, and pages for Customer-for-Life CloudSales Cloud, and Marketing Cloud. We would love to know what you think.  

See Website

Brochures

Introduce Freshworks CRM to your prospects/customers and convey the value propositions with brochures. These include a crisp overview of the Freshworks CRM Clouds and their extensive capabilities.

Customer-for-Life Cloud Sales Cloud Marketing Cloud

Feature List

Here’s a comprehensive list of features available in Freshworks CRM across clouds and plans. Increase awareness about the features during discovery. 

 

 Detailed Feature List

Industry-specific Use Cases

These use cases convey industry-specific user and buyer persona problems and how Freshworks CRM can help solve them.  

 

Manufacturing | SaaS |  Ecommerce | Business Services 

Competitor Briefs

Decks built to capture the top reasons why Freshworks CRM is better than any competitor solution. Use these briefs to explain the advantage of choosing Freshworks CRM over our competitors.  

 

HubSpot | Salesforce | Zoho | LeadSquared | Mailchimp | Zendesk | Pipedrive 

Training Sessions

Training videos for a deeper understanding of Freshworks CRM as a whole as well as a deep-dive into different clouds.

Intro to Freshworks CRM | Deep-dive: Customer-for-Life Cloud | AMA with CRM BU

Refer to the latest Partner Enablement Schedule for more in-depth sessions

ITSM - Freshservice

Critical Alert Management System (AMS)

Downtime doesn’t always have to mean a business “drown” time for organizations. Prevent critical outages through alerts that identify events and automate resolutions ahead of time. Our product can now help IT teams quickly build proactive operations that prevent outages, revenue losses and mitigate disruptions for their end-users.

 

Watch Video | Read Blog | Pitch Now

Humanized Virtual Agent (Public BETA)

Service desks today are consumed by repetitive and time-consuming service requests. Imagine freeing up service desk agents while fulfilling requests to the delight of employees every single time. Freshservice virtual agent allows for easy self-service in the collaboration tool of the employee.

 

Learn More | Watch Video | Pitch Now

New-Gen Project Management for IT Teams

We want to provide a unified project management experience for customers all within Freshservice. We are now proud to present an integrated project management and IT service management tool that will enable IT teams to manage all service desk and track project initiatives on a single platform.

 

Learn More | Watch Video | Read Blog | Pitch Now | Access FAQs

Orchestration Center ⭐

Automation is usually great. However when several related tasks are automated in silos, it can create redundancy and result in inefficiency. Introducing Orchestration Center. Orchestration Center streamlines and automates frequent, repeatable processes with 3rd party app integrations within workflows.

 

Pitch Now 

Purchase Order Management

Are your prospects still using conventional paper processes and spreadsheets to track purchase orders? This can leave plenty of room for errors when purchasing demands become increasingly complex. PO Management can help them gain complete control over their company's expenses with a streamlined process right from purchase to fulfillment.  

 

Learn More

Support Portal V2.0

While inclusive adaptations are commonplace in the physical world, the same cannot be said about the digital world. This is why we are focusing our efforts on digital accessibility and inclusivity to provide a modern, accessible self-service portal in Freshservice designed for everyone in adherence to accessibility standards such as Section 508 and WCAG 2.1 AA.

 

Pitch Now

New Freshservice Pricing 2020

New Pricing Plans - The $100 Million Club

Our New Pricing Plans reflect the improvements and enhancements to our enterprise-grade solution and a commitment to our customers-for-life motto. In our effort to reach the $100M revenue target and be a right sized product, we have added key differentiators across all plans, simplified plan structure, introduced bundled pricing, and given a different spin on plan names.

Understand New Pricing | Access Extensive Pricing Sheet | Watch Video | View Pricing Page

*Important Note*


All new features mentioned above are currently available *only for new customers/prospects* who have signed up with Freshservice from 2nd November 2020 onward and are on board with our

New Pricing Plans.

*Existing customers* will be migrated to the New Pricing Plans in the coming weeks and will be able to access these latest features at a no-cost upgrade based on their existing plans. 
Please ensure all communications about new features and updated pricing plans are directed

*only towards new leads and prospective customers*.

The Sales Pub 🍻

 

 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 🥘

Battle Cards 🤺

ITSM - Sapphire IMS

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

Deck

ITSM - ESM Sales Plays

Leveraging ITSM and extending service delivery to non-tech departments can do wonders for companies trying to formalize processes and automate services across their org. We have created 2 new Enterprise Service Management (ESM) sales plays to land ideal non-IT buyers to new accounts as well as to existing customers with high probability of winning.

Deck

Freshworks CRM - Mega Resource - 7 Decks

Decks built to capture the top reasons why Freshworks CRM is better than any competitor solution. Use these briefs to explain the advantage of choosing Freshworks CRM over our competitors.  

 

HubSpot | Salesforce | Zoho | LeadSquared | Mailchimp | Zendesk | Pipedrive 

 

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Innovation Intel 🧠

Freshdesk Analytics Checklist

This checklist explains how your prospects and customers can leverage Analytics to the best of their advantage with a 3-step guide to quick insights, reporting hacks, and more.

Link

Freddy Self-service Customer References

Here’s a list of all external (can present & share) & internal (can present but not share) Freddy customer references, testimonials, and stories. We’ve marked the slides as External or Internal for identification.

Deck

Case Studies 🔍

Discover Cards

Check out how one of the largest credit card companies - Discover cards saved over 10,000 agent hrs using Freddy AI

Link

Wadi Delga Sports Sporting Club - Egypt

Check out how Wadi Delga SC - Egypt's premeire multi-sport coaching academy increased its their agent concurrency upto 7-times with Freshchat and Freddy AI

Link

News and Events 📰🎯

Upcoming Webinars

19th Nov - How to sell Freshworks CX

Join us on Nov 19th for the sixth edition of our monthly How to sell Freshworks CX #AMA. We will walk you through the latest features, competitive intelligence, the best win stories from the field, and point you to all the new assets you can use to accelerate your sales cycle. Join us for this optional (but encouraged) 60-minute virtual meet-up

 

INDIA/UK/EU/ROW/MENA/ANZ teams: Register here for 1:30 pm IST, 09:00 am London, 10:00 am Berlin, and 6:00 pm ANZ 

NORTH AMERICA team: Register here for 9.30 am PT (9:30 am San Mateo, 10:30 am Denver) 

Freshservice - Rocket Fuel Product Training Series

Whether you are a newbie or a seasoned expert at Freshservice, we have got you covered with a special course for all Hunters and Farmers on MindTickle. As a part of the Rocket Fuel Product Training Series, we have conducted internal training sessions focusing on the new pricing plans for 2020. If you missed attending any of these sessions or missed your courses on MindTickle, click on the links below.

 

Learn About Course | Access Training | AMA - New Pricing Plans

 

Freshworks CRM - Training Sessions

Training videos for a deeper understanding of Freshworks CRM as a whole as well as a deep-dive into different clouds. 

Intro to Freshworks CRM | Deep-dive: Customer-for-Life Cloud | AMA with CRM BU

 

Refer to the latest Partner Enablement Schedule for more in-depth sessions

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!