Updates to Freshchat messaging software combines audio, video and integrations with social messaging apps to make communication more personal
JANUARY 24, 2019
Freshworks, the leading provider of cloud-based customer engagement software, has reimagined B2C (business-to-consumer) messaging with Proximity. The new suite of updates to the modern messaging software Freshchat will enable businesses to build better relationships with prospects and customers by combining the power of text, audio, video and social messaging.
As businesses strive to reach, convert and retain customers, messaging has clearly stood out in recent years as one of the most effective tools to achieve those goals. Proximity is designed to make communication more personalized, proactive and contextual – fulfilling the promise of messaging as an acquisition and engagement channel.
“Freshworks has been focused on providing a 360-degree view of the customer to businesses. Proximity in Freshchat fulfills the promise by enabling support teams to be where the users and prospects are. Our new set of features will empower businesses to enhance their customer-support efforts by being even closer to consumers,” said Girish Mathrubootham, CEO of Freshworks.
Business messaging is undoubtedly becoming a critical customer engagement channel. A study by Facebook shows that messaging has grown to be the second most preferred mode of communication for users to reach out to their choice of businesses. Among consumers who message businesses, 53 percent are more likely to shop with a business that has a real-time chat function.
With Proximity, businesses can build and maintain relationships with customers across touchpoints and gain a complete 360-degree view simply by using these new features within the Freshworks suite of customer engagement software.
The first phase of Proximity includes:
CoBrowsing This feature provides single-screen-sharing with real-time audio and video so that support and sales agents can deliver an immersive user experience. This enables businesses to deliver demos, educate new users and resolve issues faster. CoBrowsing does not need additional downloads, installations, plugins or integrations with any other tools.
Facebook Messenger integration with Freshchat: This feature enables businesses to reach prospects and customers at scale. Integration with one of the world’s largest messaging platforms is simple and takes only seconds. Businesses can assign user messages from different Facebook pages to different teams and respond with context for efficient communication.
OmniChat: This feature allows chat agents to use Freshchat messenger from any tab on Google Chrome. This is achieved through an industry-first chrome extension that enables all of the features of the chat inbox through the plugin. Routing conversations, using rich media in replies and getting the information required for contextual conversations allows greater flexibility.
Several more enhancements and features will be released in the coming weeks, including live video recordings and automated translations, which will remove language differences as a barrier in real-time conversations.
For more information on Freddy the Omnibot, please visit: https://www.freshworks.com/freddy-ai-engine
Freshworks provides organizations of all sizes with SaaS solutions that make it easy for customer support, sales and marketing professionals to communicate effectively with customers for better service and collaborate with team members to resolve customer issues. The company's products include Freshdesk, Freshservice, Freshsales, Freshcaller, Freshteam, Freshchat and Freshmarketer. Founded in October 2010, Freshworks Inc., is backed by Accel, Tiger Global Management, CapitalG and Sequoia Capital India. Freshworks’ headquarters are located in San Bruno, Calif., with global offices in India, UK, Australia and Germany. Freshworks partner ecosystem consists of 300+ partners across 40+ countries who resell, customize, and implement our solutions and support customers worldwide. Our Marketplace features over 500 apps developed by ISVs (Independent Software Vendors) and SIs (Systems Integrators). The company's cloud-based suite is widely used by over 150,000 businesses around the world including the NHS, Honda, Rightmove, Hugo Boss, Citizens Advice, Toshiba and Cisco.