Refresh 2021: Transform your business with ‘fresh’ product innovations that make delighting customers even easier

Since our founding, Freshworks has believed that there is a better way to build, deliver, and use business software. Not only should business software be easy to use, but it should also deliver delightful experiences — for the user, the customer, and the employee. 

We think about customer and employee experience in pretty simple terms. If you make it EASY for customers and employees to reach you AND it’s easier for you to solve their problems, you will have delighted customers. And delighted customers are more loyal and more likely to buy from you again. We all know the value of loyal employees! 

So, what does EASY really mean in the context of business software?

EASY is when your customers can talk to you through any channel when they need help—mobile, chat, phone—whenever they want.

EASY is not having to switch between 5 different screens when talking to a customer. 

EASY is when you can find the right person to answer your question. 

EASY is when your salespeople know exactly what your customers want without having to ask. 

EASY is when your marketers can automate sending personalized, relevant messages as opposed to spam. 

EASY is being able to use the software you bought today and not having to wait 18 months to go live. 

That is what we call the art of easy. Focusing on the experience. Solving problems. And as we accomplished this art of easy for our users, we were excited to see that making something effortless translates into delight. This Refresh 2021, we announced ‘fresh’ features and offerings that make delighting your customers and employees even easier, faster, and smarter.

Fuel your start-up growth with Freshstack

Start-ups must make smart investments to efficiently grow and nurture their customer base. Legacy and siloed Customer Relationship Management (CRM) solutions are difficult to set up and costly to maintain. Engineered during the dot-com boom, these clunky solutions were never purpose-built to help companies engage with their customers the way they do today – across multiple digital channels and connected mobile devices.  This means that start-ups and fast growing businesses are left having to burn precious cash on customizing and integrating bloated and unusable products.

This Refresh 2021, we have introduced Freshstack to make delight easy with a one-stop solution.

With our full-stack CRM offering that combines sales, marketing, and support, startups can build stronger customer relationships and grow and scale quickly.  The newly-launched Freshstack helps businesses attract and win new customers, build lasting relationships with existing ones, and accelerate revenue to help grow the business to new heights in one comprehensive business app stack. 

Research shows that the biggest-ticket purchase in the typical startup toolkit is a CRM application. When the second most common reason a startup fails is because they have run out of cash, avoiding overpaying for legacy software is a top priority for any early-stage company. 

Ace customer service in the age of delight with Freshdesk

Misalignment can hurt businesses in more ways than one. To ensure a delightful customer service experience, we have introduced new enhancements to our flagship product, Freshdesk. Using the Collaborators functionality, businesses can now democratize support and unite subject matter experts (SMEs) across distributed teams to solve complex customer issues. Companies can now seamlessly unify customer support and internal teams between Freshdesk and Freshservice to delight their customers and employees.

Customers today expect modern conversational experiences to happen across their favorite apps. Using our messaging and intelligent chatbots, companies can now leverage new engagement channels (such as WhatsApp, ABC, Facebook Messenger, and more) to be where their customers are.

That’s not all. Using Freshdesk, companies can also manage personalized portals for multiple products with minimal developer dependencies, extend the capabilities with marketplace apps, and out-of-the-box WCAG compliant themes. Our unified customer portal helps teams fight misalignment and deliver a tailored self-service experience with ease. 

Make integrated major incident management easy with Freshservice

Every year, businesses spend a hefty sum to manage fallouts owing to major incidents. To make integrated major incident management easy, we have introduced two new innovations to Freshservice.

Freshservice’s On-call Management feature enables IT teams to limit disruptions caused by critical incidents. The Automated Alert Grouping feature is powered by a ML algorithm, and helps analyze and affix incoming alerts to related open incidents. Leveraging this functionality, companies can now reduce alert noise and minimize downtime caused by major incidents.

Close deals faster with AI-driven customer insights from Freshsales and Freshmarketer

With AI-driven customer insights, marketing can generate more quality leads and sales teams can close deals faster.

Our Send-Time Optimization feature makes it easy to time customer emails just right, which can dramatically improve campaign performance. Built-in Freddy AI helps marketers determine the optimal time to send out a marketing campaign based on the customer’s individual engagement data to deliver higher open rates. 

Sales managers can also automatically track and analyze their team’s performance using our Sales Performance Management feature to improve performance and sales coaching.

Enhanced customization features for Freshsales, Freshmarketer, and Freshsales Suite now make it even easier to improve application governance and controls, while further personalizing the user’s experience.  With intuitive features, such as granular, user-based access controls, a fully customizable navigation bar, and contact and account records, a personalized user experience can be achieved in just a few simple clicks.  

Deliver unified and seamless digital experiences with Freshworks Neo Platform

At Freshworks, we embody the belief that digital experiences must be unified and seamless for a delightful customer experience. Easy-to-use features like drag-and-drop UI elements, visual workflow modelling, and pre-built, reusable components can help companies to empower their teams to solve automation challenges with minimal coding.

Our Passwordless authentication feature enables a single-click login experience for Freshworks accounts that’s seamless for users and secure for admins.

Our unified analytics feature enables businesses to get insights across all Freshworks products and third-party data sources without needing a complex BI tool or a team of analysts.

The Freshdesk Messaging – Google’s Business Messages integration will help your customers and prospects get in touch with you directly from Google Search or Google Maps.  

Delight ahead

Our new features enable businesses of all sizes to grow and scale with delight, tackle misalignment with easy product integrations, stay on top of major incidents, leverage AI-driven customer insights to close deals, and deliver a unified digital experience to both customers and employees. 

For more details about our new features, explore our Refresh 2021’s fall product launch announcements page.