FAB 5: Drive a multi-channel customer support experience with these apps

Try to recall one brand which has given you a positive customer support experience while doing business with them. You have probably chosen a brand that has provided you with a wonderful buying or customer service experience using a multi-channel customer support strategy.

With rising digitization and a nearly 100% penetration of mobile technologies across the globe, the way you interact with your customers is also changing. Your customers are scattered across multiple channels, researching before buying your product or service. Why restrict yourself to just one channel to provide a delightful customer experience? 

With a multichannel service in place, your customer retention rate nearly increases by 90%! That is nearly double. Whether it is social media channels, messaging applications, or other channels, you need to be where your customers are. 

Freshdesk to the rescue

Your one helpdesk for all your support channels. With over 50k customers actively using Freshdesk as their primary helpdesk software, you can ensure to provide a delightful service experience to your customers all the time. With our multi-channel customer support and integrations from the Freshworks Marketplace, you can ensure to stay on top of your customer’s queries and issues all the time. 

Want to get started right away? Let’s look at some well-known integrations which let you be where your customers already are:

Playstore for Freshdesk Mint

If you have apps listed on the Google Playstore, this integration is tailor-made, keeping your challenges in mind. A simple yet powerful integration that helps you be on top of your customers’ concerns and solve them as soon as they arise. Keep track of all your app reviews and comments in Playstore. It lets you fetch all your reviews and comments at specific user-defined time intervals and automatically creates Freshdesk tickets out of them on a single screen. You can also respond to them directly from Freshdesk, which gets automatically updated in Playstore. Not only that, but once a ticket is created, you can forward/discuss this with your respective agents, add notes, and much more. 

Say goodbye to unsatisfied customers and be responsive with Playstore for Freshdesk mint integration. Check out the app here.

Telegram Sync

One of the key channels for you to interact with your customers is messaging platforms/applications like Telegram and WhatsApp. With the Telegram sync app, you can turn your Telegram bot (new or existing) into a support channel. Give your customers the flexibility to create a new ticket from their message or link them to a previous one, all with an integrated action keyboard. 

Not only this, with the Telegram sync integration, you can assign specific tickets to an agent group of your choice and provide your customers with the service they always craved for. With our latest update, we have also added the capability to set default values for required fields, text customization with multiple language support, and the ability to receive media files from customers directly from Telegram. 

Give your customers the ease and flexibility to interact with your brand with the Telegram Sync app. Check out the app here.

WhatsApp

When we talk about providing customer support through messaging platforms, we can’t afford to skip WhatsApp. It is the most widely used messaging platform, and safe to assume a majority of your customers would be using this platform for their daily conversations. 

With the WhatsApp integration for Freshdesk, you can convert all the one on one conversations with your customers including images and gifs, into tickets and manage them directly from your helpdesk without having to switch multiple tabs. 

Your support team can now reply to any WhatsApp messages directly from Freshdesk and also access the entire conversation history to get a better context on the customer’s query. Not only this, your agents also have the ability to route any WhatsApp ticket to the relevant support groups. This goes a long way in not only improving your agent experience but also driving delight for your customers. 

Be where your customers are with WhatsApp integration. Check out the app here.

Google My Business

If you are a business that uses Google to list your organization, this integration is for you. Google My Business allows you to track your customers’ views and concerns directly from the largest search engine in the world without investing in complex 3rd party solutions. 

With Google My Business, manage all reviews and questions from multiple unique locations through Freshdesk. The app automatically updates all the latest reviews and questions from enabled locations every 30 seconds and lets your agents reply or manage them from Freshdesk. Any response by our agents will automatically show up on the corresponding reviews. 

This lets your business stay on top of issues, problems, or questions your customers might have with unique locations and lets your agents provide customer support faster without switching multiple tabs or responding to instances manually. 

Give your business a push with Google My Business. Check out the app here.

YouTube – Freshdesk for mint

Are you a business that wants to score big with video content and marketing? Then the YouTube integration for Freshdesk is the app you have been waiting for. 

Track all the comments on a particular video or channel and automatically create Freshdesk tickets using this integration. Not only this, any new reply under an already existing comment gets updated on the same ticket letting your agents get the full context of the conversation. Any reply in the ticket by your agents gets auto-updated as a reply to the comment. 

If you are a business that utilizes YouTube regularly to communicate with your customers, you cannot miss out on this app. Check out YouTube – Freshdesk for mint

With the Freshworks marketplace, you have the option of choosing from a range of 1100+ apps and enhancing your experience of using Freshdesk as your customer support portal. Be it integrations for social media channels, messaging platforms, or 3rd party app stores, we have something for every business and adding new apps every day! 

Watch out for more Fab 5 articles highlighting top apps, and check out our Freshworks marketplace.