Marketplace Navigator: Uncovering the Top Communication Apps
“40% of customers expect brands to solve their problems in their channels of choice” – Forrester Opportunity Snapshot
Customers have personal preferences when it comes to communication channels. To effectively address customer issues, companies must adopt an omnichannel approach that encompasses multiple channels. Using Freshdesk and the apps on Freshworks Marketplace, businesses can cater to individual preferences by offering support across various channels. In this month’s edition of the Marketplace Navigator blog series, we will highlight some incredible apps that can take your customer service to greater heights. Whether you are looking to integrate VoIP calls, 2-way SMS, or other communication apps for your Freshdesk account we have got you covered!
Twilio Plus enables 2-way SMS capability on Freshdesk. Customers can not only reach out to your support agents via SMS but can also receive regular updates on their tickets through text messages. This communication app also offers several benefits for support agents, such as automatic ticket creation when customers send SMS, the ability to create custom message templates, auto-response via SMS for ticket updates, and more.
WhatsApp is undoubtedly one of the most popular messaging apps globally. As of April 2022, WhatsApp has already surpassed 2.44 billion users worldwide (Statista). With such a vast reach, businesses must recognize the importance of WhatsApp and the need for delivering a seamless experience on this platform.
With the WhatsApp app integration, you can now incorporate your business numbers into Freshdesk. The app converts all one-on-one WhatsApp conversations including images, GIFs, and more into tickets. Customers can reach out to support agents instantly, and agents can assist without needing to leave the Freshdesk interface.
RingCentral Premium Call Control
The RingCentral Premium Call Control app empowers Freshdesk users with advanced telephony capabilities for a more collaborative CRM experience. This app allows you to access all the features available in the RingCentral Office widget directly within Freshdesk. With features like click-to-dial, call transfers, conference calls, call recording, and more, the app enables you to streamline your call processes, increase efficiency, and enhance the quality of customer interactions. By leveraging this communication app, you can optimize your telephony functions within Freshdesk for a more seamless and productive customer support experience.
Telegram Sync seamlessly integrates Telegram, a secure and feature-rich messaging app, with your Freshdesk account. By integrating this app to Freshdesk you can enable your customers to initiate support requests directly from their personal Telegram account.
When a user sends a message to the Telegram bot, it automatically converts it into a ticket on Freshdesk. This enables support teams to track and respond to conversations on Telegram directly from Freshdesk. The latest version of the app comes with a wide array of features including text customization, extended media support, and more. With the Telegram Sync app, enable users to reach out to you and receive assistance through a platform they are already familiar with.
Google Hangouts Chat app allows you and your team to stay informed and promptly respond to customer inquiries. In the fast-paced environment of customer support, you can sometimes miss important notifications while working on other tasks on Google Chat. With this app, you can receive ticket updates as one-to-one conversations within Hangouts Chat. This ensures that you are immediately notified when significant changes to tickets are made. The app also provides notifications for ticket-related events, including updates to ticket priority, new ticket assignments, customer responses, and more.
Skype V2 brings the power of Skype calling and messaging into your Freshdesk account. With the app, you can access all the features of Skype, and initiate video calls or voice calls with customers to address issues promptly. Additionally, the app offers screen-sharing capabilities, allowing you to gain a better understanding of customer problems and provide support more efficiently.
The TeamViewer V2 app helps you provide remote assistance to your customers directly from within the Freshdesk ticket page. The app enables you to initiate remote assistance sessions with customers in just a few clicks, simplifying the workflow and reducing the time and effort required to solve customer issues.
The Five9 Premium Call Control app brings advanced telephony capabilities to Freshdesk. Within Freshdesk, users can enjoy all the Five9 Agent Desktop Plus features including Freshdesk ticket creation, click-to-dial, on-screen caller info, instant messaging, call transfers, voicemail recordings, and more. This communication app provides advanced telephony capabilities that enhance agent productivity and streamline communication.
The Twilio integration seamlessly enables you and your team to send SMS notifications to customers right from Freshdesk regarding ticket updates. Key features of the app include SMS notifications on ticket status changes, SMS notifications on new replies, and customizable SMS templates. By leveraging these capabilities, you can enhance communication with your customers and ensure they stay informed throughout the support journey.
The 3CX Click to Call App allows you to call numbers directly from Freshdesk via 3CX Web Client. The app adds a dropdown menu named “3CX Click To Call” to Freshdesk tickets, enabling you to instantly view contact details and make calls directly from the Freshdesk webpage. By eliminating the need for manual dialling or copying/pasting numbers, this app improves call efficiency, streamlines workflows, and enhances productivity.
The Freshworks Marketplace offers a wide range of apps that can enhance Freshdesk capabilities and empower you and your support team to deliver exceptional customer service. From seamless telephony integrations to popular messaging platforms, these apps provide features that streamline your workflows and boost productivity. Head over to the Freshworks Marketplace and start exploring these apps today!