Be where your customers want you to be

Engage with your customers on their terms across channels of their choice. Ditch siloed solutions and tie all support channels together into a continuous customer experience with our omnichannel customer service platform.

  • Deliver support via phone, live-chat, email, social, FB Messenger, Whatsapp and more
  • Unify customer communications on a single platform to deliver consistent service
  • Use omnichannel routing to manage workloads across channels
omnichannel customer support

Have one-on-ones,

with everyone

As you scale, your customer operations span across multiple teams and tools. Eliminate silos in data by creating a 360-degree view of your customers across marketing, sales and customer service. Deliver personalized customer service at every phase of growth, without making customers repeat themselves.

  • Build a unified customer view with profiles, order history and past conversations
  • Identify and prioritize premium clients by routing them to priority queues
  • Use customer context to reduce resolution time and improve team efficiency
contextual customer conversations

Scale your operations with AI & bots

Automate customer service so that you can scale your operations without scaling your team. Keep resolutions quick with our conversational AI and chatbots. Improve your agent training and keep the team productive with agent-assist bots.

  • Reduce ticket volumes and deliver 24/7 support with Freddy, our friendly AI-powered Omnibot
  • Provide proactive support by detecting frustration signals
  • Streamline agent on-boarding with agent-assist bots
predictive customer service

Connected teams,
quick-fire service.

Customer service is everyone’s business. Better collaboration translates to faster service for your customers. Transition your team from a waterfall model to a pitstop model to solve customer problems rapidly and efficiently, and maintain a bird’s eye view to track progress for the customer.

  • Use Freshconnect to resolve queries faster with contextual collaboration
  • Share tasks across teams for faster resolution
  • Bring internal teams and third-party vendors into customer service workflows
collaborative customer service

Data-driven happiness

Be a data-guru without building a team of analysts. Unlock your helpdesk data to improve your customer service operations and stay ahead of the curve.

  • Monitor support operations with metrics on real-time dashboards
  • Forecast ticket trends to staff effectively and manage your operations
  • Identify bottlenecks in the ticket lifecycle to improve your service process
  • Measure SLAs and CSAT scores to enable data-driven decision-making that will enhance the customer experience
  • Analyse issue types and identify long-term product improvements
customer service reports and analytics

   

Unrivaled time-to-value

Say goodbye to clunky software that fails to deliver value to your business and your customers. Our products are crafted to help your business deploy faster, to adapt to evolving needs and to delight your customers with unrivaled user experience. Go live in days or weeks, not months, with our intuitive products that are easy to configure and deploy.

deploy customer service solution

Built on an enterprise-grade foundation

When your business grows, so should your customer platform. We build software that offers the scale and customizability that supports your growth without infrastructure distress.

Our open ecosystem allows you to extend capabilities by integrating the Freshworks platform to your business ecosystem using our app-marketplace, APIs and developer SDKs.

The Freshworks platform is hosted on AWS and follows robust standards and security frameworks to deliver a secure, stress-free solution for your modern enterprise.

enterprise-grade customer service platform

 

Our success is in yours

At Freshworks, we believe in working with you as a partner and not just a vendor. Our team of experts is committed to supporting you throughout our relationship, from going-live with confidence to maximizing value from our suite of solutions on an on-going basis. With a decade of experience and thousands of custom implementations for global enterprises, we’ve got your back at every step with dedicated onboarding, customer success and support teams.

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