Simplifying customizations with the Freshworks Neo platform

Businesses come in various sizes, with different growth strategies and end goals. Your business challenges can be vastly different from your competitors’. Software providers often try to make one-size-fits-all solutions that are unwieldy and difficult to use, like Sheldon Cooper’s* daily schedule. The lack of flexibility in the solution fails to support your business-specific requirements and forces you to change your processes according to its limited in-built capabilities. Your growth does not align with your goals, you fail to differentiate yourself from your competitors, and ultimately you can lose out on customer happiness and retention.

Building customizations on top of software can often turn out to be expensive, exhausting, and expose the Achilles’ heel of your business. If you do succeed, you may still require an army of developers and consultants to keep the software up and running. An ideal solution should be able to offer features and services as per the needs of your business and not compel you to change based on the software’s functionalities. 

Every business needs a powerful solution that offers extensive functionality and is yet malleable enough for them to tweak and take advantage of the off-the-shelf components as per their needs, quickly and effectively. The ability to easily integrate and customize the solution you purchased can be a real game-changer for your business. 

One platform—infinite customization capabilities

At Freshworks, we are constantly looking to innovate and build solutions that can help you provide value to your end-users today and in the future. The Freshworks Neo platform aims to replace traditional unwieldy systems with powerful out-of-the-box and tailor-made customization options.

We have created a reliable, scalable, and customizable platform that is constantly evolving and underpins all Freshworks offerings to help you deliver delightful user experiences.  

You can now unlock the power of the Freshworks product ecosystem and integrate our products with external tools without having to run and maintain the underlying infrastructure. 

With the Freshworks Neo platform, you can now: 

  • Centralize access management and enhance security**
  • Leverage Custom Objects tailor-made for your business**
  • Expand your Freshworks experience with Marketplace apps 
  • Communicate with context across channels
  • Go beyond reports with actionable insights 

The platform is designed to provide a unified experience to all our stakeholders—customers, partners, and developers with near-infinite customization capabilities! 

Let’s explore. 

Centralize access management and enhance security

Customizable security and administration settings are critical to your business. Security today extends beyond physical objects to those in the digital world. Data protection has evolved from mere alphanumeric password protection systems to more complex and multi-layered security solutions. 

With the Neo Admin Center, you can now easily configure and manage enterprise-grade security controls and policies across the Freshworks product suite, as per your business needs. And as an admin, you have more control over your system’s privacy and data sharing settings. With the Neo Admin Center, you can set up custom security and password policies, enable Single Sign-On (SSO) for authorized stakeholders, and assign and manage user roles across your systems.

Leverage Custom Objects tailor-made for your business

Every business has unique requirements that may not be fulfilled by the native objects provided by the software like ticket, contact, or company. And defining objects, fields, and workflows that are specific to your business with a limited set of entities can be difficult and time-consuming. 

The Freshworks Neo platform provides a Custom Objects service, to extend the data model of our product ecosystem beyond the extensive set of native objects that we offer. Your business can leverage the Custom Objects service to define objects unique to your business,  like location, order, store, contracts, returns, or even include the 100+ conditions from “Sheldon’s roommate agreement”*! 

Your developers can also leverage our Custom Objects’ application programming interfaces (APIs) and serverless platform while building private apps to define custom objects, manage data effortlessly, and create efficient workflows. 

Check out the Freshdesk and Freshservice Custom Objects’ APIs that are already available in the beta version.  

And there’s more—as you code, we help you scale! 

Develop and deploy amazing apps restricted only by your imagination with the help of our developer toolkits powered by the Freshworks Neo platform. With access to our product REST* APIs, a serverless environment, and our rich pre-built components (through the Crayon UI library), your developers can build beautiful private applications that work seamlessly with the Freshworks Product UI according to your specific business needs.
(*REST stands for REpresentational State Transfer, an architectural style for distributed hypermedia systems.)

Read more on how you can deliver innovative solutions to your customers on a serverless, scalable platform here

Expand your Freshworks experience

Third-party solution providers offer hundreds of default features that aren’t specific to your business use cases or do not provide easy integration options at all. Identifying and configuring the right features, automations, and integrations in the solution according to your specific business needs can be cumbersome. As a result, implementations can be inefficient and result in bloated product experiences.

What if you could access thousands of apps as per your needs?

The Freshworks marketplace opens up deep integrations within the Freshworks ecosystem and with your existing solutions to help you seamlessly manage information, enhance your team’s collaboration, and improve business productivity. For example, you can automate workflows, capture lead information automatically, or even convert your ticketing workspace into a Kanban Board! Take advantage of the 1000+ apps on the Freshworks marketplace to enhance your product experience. 

Check out the Freshworks Marketplace here. 

Communicate with context across channels

Conversational interfaces are evolving fast: we live in a hyperconnected world where everyone is virtually connected through various devices and channels.  Your customers are now reaching out to you in different ways from traditional to an ever-increasing array of digital channels. Sustaining context across channels, making sense of fragmented conversations, and being available in every channel where your customers are can be challenging.

To solve these challenges, the Freshworks Neo platform seamlessly integrates with a variety of channels of communication to bring context back into your conversations. 

The platform integrates with popular B2C channels such as WhatsApp, Line, and Apple Business Chat and offers customization capabilities such as ‘WhatsApp Message templates’ to enable easy communication with end-users. By nurturing your customers proactively through their lifecycle and driving context-led conversations across channels, your business can gain star customers who will advocate for you. 

The platform also integrates with popular collaboration channels such as Slack and Microsoft  Teams to break silos in your organization. You can now provide a collaborative workspace experience to your teams, to help them scale efficiently and deliver rapidly. Slack and Microsoft Teams integrations, with custom notifications, aim to bring all your Freshworks product notifications into your team’s workspace. Your teams can now work on important tasks, collaborate with team members, and get approvals straight out of their workspace chat.

Go beyond reports with actionable insights

Across industries, organizations like yours use several solutions to manage customer journeys and hence, have access to a goldmine of untapped and siloed data sets. However, for most organizations, analytics is limited to a set of default reports, Excel sheets with undecipherable numbers, and metrics that don’t translate into actionable insights. Analysis and interpretation of this data can help your business adopt efficient processes across functions, mitigate risks, and stay ahead of the competition.

We created Freshworks Analytics for your business to derive insights and make data-driven decisions from vast amounts of data across functions. Today, with Freshworks Analytics, you can access curated out-of-the-box reports, create bespoke reports, personalize and style your charts, and even add GIFs and images to your dashboard.

Subscribe to more exciting updates on
 our analytics module here.

Celebrating unique businesses  

Freshworks has always observed, recognized, and valued uniqueness in businesses across industries. We are constantly building solutions to solve interesting challenges that can arise for your business. Therefore, we created a robust, secure, and dependable platform that demonstrates customization beyond just visual customization, one that enables collaboration and productivity— without the need for an army of developers to maintain your systems. 

The Freshworks Neo platform is here to help provide a framework for customizations across products and services for your business to succeed. Find out more about the Freshworks Neo platform on our website.

*Based on the American TV comedy series The Big Bang Theory.
**Available in Beta in select Freshworks products.