Businesses use 6 to 10 apps on average to manage customer journeys and interactions. Customer data is stored across all these apps leading to data silos and fragmentation. Because of this, the sales, marketing, and support teams often have a partial view of the customer. This results in internal silos and a lack of collaboration among teams. Also, the teams struggle with poor context, limited scope for personalizing customer engagement, unsatisfactory customer support, lack of business insights. All of this ultimately leads to stagnant revenue and a lack of growth.
Customer 360 in Freshsales and Freshmarketer changes that. With the Customer 360 view, businesses can now see all key sales, marketing, and support information with a 360° customer lens on a unified page.
So here’s what’s new and improved with the Customer 360 view:
The Summary section gives a quick overview of a particular contact, account, and deal. It is customizable, as you can add fields and highlight cards to surface information that is important to your business.
The Action bar enables you to perform several actions instantly. You can make a call, add tasks, related information, and even schedule meetings with a click.
The Details section is also customizable and helps you deep-dive into information about your customers. It gives a comprehensive view of the fields, related modules, activities, and data from other integrated apps.
You can enable, disable, and reorder the sections you’d like to see in detail. You can access and modify all information related to your contact/account/deal in the details section.
Customer 360 offers a unified data view and provides quick and actionable insights. Freddy AI provides insights on hot leads and promising deals along with recommendations on the next best actions to move them down the funnel.
The Freshdesk integration is enhanced to view more tickets in a pane, set priorities, filter tickets by contact, account, and status.
You can also access the Customer 360 view from your mobile on the go.
What can sales, marketing, and support achieve with Customer 360?
Sales teams will know who their prospects are, have conversations with rich context, be equipped with information for their demos, and close deals faster than before with Freddy AI.
Marketers can track customer engagement in real-time across multiple customer touchpoints. This helps them segment their audience and send relevant campaigns to bring in the right customers.
Support and sales can collaborate on deals now. Sales gets instantly notified on upsell and cross-sell opportunities. They can set priorities for tickets and add notes so that support can provide speedier responses and engage proactively.
Not only that, these three teams can collaborate better around a shared view of customer data to delight customers with a single and meaningful voice across touchpoints.
Benefits of Customer 360
You can now truly unify their internal silos by bringing all key sales, marketing, and support information on one page. With this single shared view of customer data, your teams will have complete visibility into the customer journey and collaborate better than ever before.
This visibility into the customer journey empowers everyone in your sales, marketing, and support teams to engage meaningfully, send personalized messages, and delight customers during every interaction.
Not only that. With the Customer 360 view on an improved UI that you will love even more, you can personalize the CRM to highlight and access the information you want with ease and act on it more quickly than before and improve productivity.
As a result of all this, you can get full context into customers, gain actionable insights and act on faster than before to deliver delight, drive revenue, and growth.
Go ahead and try it out today! To know more refer to our Knowledge Base Article and to get a comprehensive understanding of the detail pages refer to our Visual Guide.
For all queries, contact us at crm-support@freshworks.com. We are always happy to help you!
