Make Customer Service a profit center
Adopt a digital-first approach to resolve faster, control costs, and scale customer service.
Adopt a digital-first approach to resolve faster, control costs, and scale customer service.
Criteria |
Live chat |
Messaging |
|---|---|---|
| Channels |
Limited to web and in-app |
Also supports messaging apps |
| Conversation history |
Not preserved |
Preserved |
| Cross-device continuity |
No |
Yes |
| Availability |
Synchronous |
Asynchronous |
| Deflection through self-service |
Not possible |
Possible |
Deflect and resolve up to 80% of incoming cases without agent intervention. Allow your team to focus on more meaningful work while drastically reducing resolution times for low-touch issues.
Serve customers via messaging with ease. Digitize your IVRs to pass on customers’ issues to the right chat queues for agents.
Reach out to customers before they reach you, with hyper-targeted campaigns. Bring down incoming requests by addressing their concerns proactively.
Access a suite of features that aid your agents’ productivity. Enable them to automate routine workflows and resolve issues with great speed and efficiency.
Long queues for live chat support can be frustrating for customers and hectic for agents. Use an asynchronous messaging solution that allows both to continue a conversation at their own pace.
Freshworks Customer Service Suite is easy to configure, deploy, and maintain - making it accessible for every business, not just the Fortune 500 companies. Effortlessly scale to support millions of daily requests without any increase in agent count.
Meet your expanding customer needs with the open and flexible Freshworks Platform. Access rich APIs for custom integrations, automated workflows, smart analytics, ecosystem partner solutions, and hundreds of Marketplace Apps.
“For Travix, chat is no longer ‘just another’ channel. The goal is to ensure that by the end of the year, 50% of customer inquiries take place through chat. That is a massive culture change for our company, which had leaned on manual processes and a ‘just give us a call’-approach to service for many years.”
Sorry, our deep-dive didn’t help. Please try a different search term.
