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Solvemate App Available on Freshworks Marketplace

Solvemate's virtual agent on Freshworks marketplace, allows companies to integrate  Solvemate App into their existing workflow with Freshdesk

Berlin, Germany May 03, 2019

Solvemate App (www.solvemate.com) is available on the Freshworks Marketplace. Solvemate is a SaaS platform for customer service automation. The software automates customer service by integrating with the existing Freshworks CRM software. In less than 18 seconds, Solvemate's virtual agent quickly resolves the majority of requests by actively guiding the customer to the right answer. If a human agent is needed, the customer is efficiently routed to the right person.

Freshworks is global leader in customer engagement software, providing 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.

As an industry first, Freshworks in 2018 launched Unified Marketplace Platform – the SaaS Industry’s First Fully-Integrated Customer Engagement Platform. Freshworks partner ecosystem consists of 300+ partners across 40+ countries who resell, customize, and implement solutions and support customers worldwide.  Freshworks marketplace features over 650 apps developed by ISVs (Independent Software Vendors) and SIs (Systems Integrators).

New horizons for the companies using Freshworks solutions

With the Solvemate software, Freshworks users can automate a high volume of their customer service requests, ensuring a smooth handover from your Solvemate virtual agent to your system through the API integration.

The Solvemate app acts like a funnel - letting through only the hard cases requiring human assistance. If the request cannot be solved by the Solvemate’s virtual agent, the software automatically initiates a new ticket in Freshworks’ products. Solvemate will pre-fill the end-consumer’s input to the right fields in the software, so the case is directly connected to the correct contact stored in the helpdesk. If there is no pre-existing contact, Solvemate automatically creates a new one.

Solvemate's Freshdesk API integration can also transfer a dialogue transcript, with all the questions and answers provided by the end-customer and the virtual agent. This means that the service agent in Freshdesk knows exactly what the customers have been asked and the information they have provided, which dramatically increases the first contact resolution rate.

"Automation is in the vanguard of customer service” says Anand Venkatraman, VP, Global Partnerships at Freshworks. “By automating incoming requests, our customers can spend more time on what really matters: fostering a better customer experience that leads to longer lasting relationships.”

“It is an important step for us that our software is now also available on the CRM platform Freshworks” says Erik Pfannmöller, CEO and Founder of Solvemate. “With our virtual agent, companies can reduce time and costs and take better care of their customers. Our integration with the Freshworks customer service software motivates us to constantly continue to develop our virtual agent for the automation of customer support.”

About Solvemate

Solvemate is a SaaS platform for customer service automation. Solvemate's virtual agent instantly resolves the majority of requests by actively guiding the customer to the right answer. If a human agent is needed, the customer is efficiently routed to the right person. Training the virtual agent is easy: through machine learning, the performance continuously improves, and further training is automatically suggested when needed.

Going-live is quick and easy and can be done in just a few days. Solvemate integrates with your existing workflows to automate repetitive tasks. This allows you to offer 24/7 support, while getting better insights and saving costs.

About Freshworks

Freshworks provides customer engagement software to businesses of all sizes, making it easy for customer support, sales and marketing professionals to communicate more effectively with customers and deliver moments of wow. Freshworks offers a full suite of SaaS (Software as a Service) products that create compelling customer experiences and lets businesses share a 360-degree view of relevant customer information internally.

Founded in October 2010, Freshworks Inc. is backed by Accel, Tiger Global Management, CapitalG and Sequoia Capital India. Freshworks is a 2,000 + team headquartered in San Mateo, California, with global offices in India, UK, Australia and Germany. 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.

For more information, please visit www.freshworks.com

Media Contact:

Nikunj Kewalramani

Email: nikunj.kewalramani@freshworks.com