Freshworks Fall ’22 Launch: Innovations Designed to Delight

The Freshworks Fall ’22 Launch highlights our top new product capabilities and solutions from the second half of 2022. 

Our announcements are focused on three areas:

  • Conversational Engagement
  • Service Management Outside of IT and Maximum Uptime with ITOM
  • An AI-powered Platform Built for Everyone

At Freshworks, we are constantly innovating to empower employees, and deliver personalized, delightful customer experiences. Here are some of the highlights for Fall ’22.

Conversational Engagement

A great conversation is the hallmark of a delightful customer experience.

When it comes to customer service in today’s connected world, it is increasingly about having contextual conversations so that you can delight your customers with personalized experiences.

But how do you deliver these great experiences?

We are helping by allowing you to meet customers wherever they are —on any and all of their channels of choice—and communicating with context. 

For employees, we’re giving them a crystal-clear picture of their customer—all on a single screen. So they can create personalized experiences for every customer. 

And to help drive engagement and business growth, we’re bringing you more artificial intelligence innovations. We’re launching new AI-powered features so employees can focus on high-intent customers and upsell more effectively. 

Let’s dig into the details.

In keeping with our ‘one inbox for all channels’ approach, Freshchat now provides support for emails in the chat inbox. This allows customers to choose how they want to reach out for support–be it via WhatsApp, SMS, Google Business Messages, or email. Smart Reply (now in beta), which uses Machine Learning to offer response recommendations, allows agents to speed up resolutions while handling more chats concurrently.  

For Freshdesk, the Auto Triage feature, powered by our enterprise-grade AI engine, Freddy AI, gives agents smarter and more accurate recommendations for automatically populating ticket fields—giving your teams more time to focus on critical issues. You can bring the best of ticketing and internal communication together with the Freshdesk and Microsoft Teams integration, and Integration with Slack allows Customer Success Managers to start conversations on Slack right from the Freshdesk Customer Success interface.  

With Freshsales, our sales automation solution, you can more easily identify the right leads to reach out to with our enhanced AI-powered lead scoring. Modern views enable you to boost productivity with an improved contact management experience. Also, you can make customizations more effortless with the new and easy-to-use UI. Visualize and manage your contacts in a list, table, or Kanban view to work the way you like, perform quick actions, and save time.

And with Freshmarketer, you can better engage with your audience on Instagram and Facebook through Social Media Campaigns to schedule and publish posts. AI-Powered Product Recommendations enable you to deliver personalized product recommendations to your customers based on their purchase and browsing behavior. Freddy AI analyzes your customer data to recommend the right products for the right customers—making it easy for you to upsell and cross-sell products. 

Making the most of these capabilities will allow you to take conversational engagement with your customers to the next level and bring more delight to your employees.

Learn more about the new capabilities of Freshchat, Freshdesk, Freshsales and Freshmarketer.

Service Management Outside of IT and Maximum Uptime with ITOM

In addition to innovations in our conversational engagement tools, we are also extending the principles of service management and automation beyond the IT department to HR, Finance, Facilities, and more. The idea is simple: empowered—and thus happy—employees across departments are more productive.

With Freshservice for Business Teams, you can unify employee experience by delivering an easy, consistent, and delightful service across the entire organization, regardless of unique department needs. This allows you to create a multi-department service desk to enable IT and business teams to coexist on a single service management solution. 

We have also made continued investments in making IT teams operate efficiently to keep their infrastructure up and running.  

We are enhancing collaboration for IT agents to acknowledge and respond quickly to incidents through modern channels. Freshservice Modern On-Call Management enables IT to use newly added communication channels—WhatsApp, Microsoft Teams, and Freshservice mobile app push notifications (iOS and Android)—to power collaboration and streamline incident management with 24/7 agent availability across the IT service desk and operations teams. 

And Freshservice now provides context in solving incidents with service-aware operations through a service-level aware CMDB (configuration management database), and automation that provides fast resolution to mission-critical disruptions. 

Learn more about the new capabilities of Freshservice

An AI-powered Platform Built for Everyone

And that’s not all. We’re combining the power of AI with Analytics to give you intelligent and predictive insights to forecast business metrics and improve data-driven decision-making. 

Business leaders across functions need to know how their business is performing currently and also in the foreseeable future. Thanks to the AI-powered predictive analytics enabled by Freshworks Neo platform, they can forecast business metrics such as ticket volumes, first response time, and average resolution time—and proactively take requisite action.

We also understand that every business is unique. Along with out-of-the-box reporting capabilities, businesses also need reporting that’s configurable to their requirements. With our new Customizable Reporting Experience, you can easily build reports with metrics that are suited to your needs and also effortlessly share them with teams. 

And we are not stopping there. With the new Freshsurvey zero-cost product built entirely on the Neo Platform, you can create and deliver personalized NPS surveys and analyze responses to improve user satisfaction.

Learn more about the new Freshworks Neo platform capabilities 

For a more detailed look at all the enhanced capabilities of Freshworks products, head over to the Freshworks Fall ’22 Launch page.

To know more about the full suite of Freshworks software and derive greater benefits from conversational engagement for your business, please visit our Products page.