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Customers like to receive support on their own terms. Make it a convenient and hassle-free experience for them, every time.
Freshworks is the only “visionary” on the 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center.
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Customers today prefer messaging a business over picking up the phone. But many businesses don’t give them that option.
High volumes on conventional support channels such as email, phone, and live chat often lead to long queues of frustrated customers.
Customers often want a quick response to straightforward issues. But inadequate self-service options leave them confused and disappointed.
Customers hate being made to repeat themselves to multiple agents for the same issue.
When customers can’t dictate the channel, time, and pace of support conversations, they don’t feel in charge of the resolution process.
Be where your customers are. Deliver support on the messaging channels they prefer.
Enable AI-powered self-service and allow customers to resolve issues without agent intervention, significantly improving customer satisfaction.
Eliminate the need for customers to repeat themselves, with an asynchronous messaging solution that preserves conversation history across devices.
Without being limited to real-time chats, customers can reach you outside available hours and continue the conversation at their own pace.
Traditional IVRs are confusing to navigate and time-consuming for customers, resulting in poor experiences and high drop-offs. Allow customers to switch to a user-friendly, visual IVR instead, on messaging channels.
Let customers get in touch with you on the messaging apps of their choice.
Build complex bots with zero code to deflect low-touch issues. Follow up answers with bot flows that engage customers and lead them to resolution.
Serve customers around the world in their preferred language, with 54 languages supported.
For complex issues, allow the chatbot to transition the conversation to a human agent seamlessly.
Send targeted emails, in-app, and push messages to customers based on their actions and personas.
Allow customers to converse using their favorite apps and tools within the chatbot. Use the Freshdesk Messaging marketplace to build integrations easily.
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.
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Klarna delights its 80M customers with rapid resolutions.
SuprDaily uses WhatsApp to serve 70,000 customers daily.
SENS Group achieves a 5/5 CSAT rating with Freshdesk Messaging - WhatsApp.
“First Contact Resolution is one of the most important metrics for us. It is a combination of both response times and quality of resolution. This is where Freshdesk Messaging helps us incredibly. Our agents are set up for speed with the effective interface, whereas they also have all the context to respond accurately. And very importantly, the right agent is always working on the right customer query with intelligent automatic assignment.”
“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.”
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