Boost your Ecommerce Sales and Support with messaging
Connect with visitors while they browse, make special offers, guide them to products they love, and assist customers better using the power of Freshworks Customer Service Suite.
Freshworks Customer Service Suite's customer messaging software is the fastest way for you to engage and provide live assistance and convert visitors to customers. Freshworks Customer Service Suite is also powerful for ecommerce support, increasing customer satisfaction and loyalty.
92% of customers prefer chat against other forms of customer support, such as phone, email, and social media.
44% of respondents said that having a live person answer
their questions during their online purchase was one of
the most important features a website could offer.
“Visitors are more likely to engage from a channel if it looks good and offers a great experience. And Freshworks Customer Service Suite helps us with precisely that. It was the best choice in terms of functionality and pricing.”
Frustrated customers want quick answers. Enable them to reach you via the right ‘Topics’, connecting them with an expert from your team. This allows you to sort chats automatically coming to your team inbox by creating topic-based conversations with your customers.
You can pre-configure topics for your business based on the most common customer queries like Returns and Refunds, Order Tracking, Product Feedback, Pricing and Billing and more. Think of this as an IVR for chat, without the arduous experience.
Send real-time customised messages based on events or actions performed by your visitors. It only takes a few minutes to set up advanced custom user and event properties. You can further analyse and measure your campaign performance with metrics such as seen, sent, and response rate.
Reduce bounce rate and nurture visitors with low intention to buy.
Make offers based on conditions like geography, size of the company, industry, and more.
Send personalized messages based on events like items added to the cart, their value and more.
Upsell to specific customer segments based on their cart items, purchase history, wishlist items.
Empower your team with detailed, real-time info to assist customers effectively, including name, email, phone number, IP, the page the conversation was initiated from, and even navigation timeline of pages visited. This data gives you and your team the context you need to have an informed conversation with the customer.
You can further push or fetch useful information such as purchase history, transaction status, shipment details from your system, CRM or any other third-party application, to help your team support customers smarter.
Your customers want to contact you when they want and how they want. They aren’t happy if they can’t. Just as buying your product from the comfort of their bedroom is convenient, they expect no less from your customer service. They expect your business to be on the channels they are on.
With Freshworks Customer Service Suite, your business can now manage and respond to conversations coming in from your mobile app, Facebook Messenger and Whatsapp, all from a single unified dashboard.
The Freshworks Customer Service Suite agent experience allows teams to create a repository of predefined responses that agents can access from the dashboard with shortcuts, leading to faster response times and increased customer happiness.
Efficiency-improving features like Canned Responses are placed right within the conversation window making it one-click away from execution. You don’t have to go anywhere else.
Empower visitors and customers to get answers to common questions even when your team is away, while still providing a great customer experience.
Freshworks Customer Service Suite's in-messenger FAQs deflects the volume of chat queries enabling your team to spend less time on low transactional value queries and more time on the ones that have greater business impact.
Use Freshworks Customer Service Suite with our customer support software Freshdesk.
Engage and respond to conversations from one place with a messenger that travels inside your helpdesk
Small team or a large one, the Freshworks Customer Service Suite app for Android and iOS lets your team members engage with visitors or users when they are away from their desk or are on the move. Team members are alerted to new messages instantly.
Your team can view conversations, user details and activity, assign conversations to other team members, resolve, reply, add private notes, canned responses, images and FAQs.
Sign up for a 14-day free trial to get on board.
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