Retail & E-commerce Customer Service Platform

Shoppers want more than a transaction

Your customers don't want a product. They want a delightful shopping experience. WOW your customers with omnichannel customer service using the Freshworks Customer Service Platform.

Trusted by 50,000+ customers around the world

customer service platform for retail and ecommerce

Cater to today's dynamic shoppers

Your shoppers are constantly switching between your website, shopping apps, and in-store purchases. Make customer service easy by delivering consistent service across channels.

Integrate phone, live-chat, email, social, FB Messenger, Whatsapp and more
Save abandoned carts with live-chat and proactive messages
Respond to queries faster with omnichannel queue management
Integrate with 3rd party marketplaces like Amazon, eBay for consistent service

Explore omnichannel customer service

omnichannel customer service platform for retail and ecommerce

Redefine 'personal shopping'

Customers of industries like Retail/e-commerce come to support when something goes wrong. Making them answer repetitive questions when they call will anger them further. Equip your agents with customer context and order history to deliver personalized customer service at scale.

Use context and purchase history to have relevant, personal conversations
Use customer data to prioritize queues and have contextual conversations
Resolve issues faster with the right information on hand
Integrate with your e-commerce systems like Shopify and Magento

Explore the Freshworks Marketplace

contextual customer service platform for retail and ecommerce

“The reduced license fee and overall package cost has worked in our favour, but the biggest benefit has been the increase in agent productivity which has enabled our team to provide exceptional customer support.”

Vaughn Potter

Head of Customer Services

Hamley's

Read full case study here

“It’s very simple and very easy to understand. Moreover, It’s extraordinarily easy to follow up on issues or on tickets if you have Freshworks.”

Vijoy Nair

User Happiness Lead

Decathlon

Read full case study here

“Freshworks gives us the flexibility to go ahead and continue business without any hiccups. The tech teams have great coordination and understand each other well.”

Karan Priyanku Sarma

Associate Director

Grofers

Read full case study here

Scale your customer service with AI and bots

Shopping isn't a 9-5 job. Deliver instant answers round the clock and keep your customers happy, even while your team is asleep.

Scale your customer service by automating routine queries
Provide 24/7 support for instant responses with chatbots
Escalate complex queries from bots to live-agents
Predict purchase intent and convert service requests into new sales

Explore Freddy, the AI-powered Omnibot

customer service chatbots for retail and ecommerce

Get your team on the same page

Shoppers don’t differentiate between the agents they talk to online, the clerks in-store or the finance staff processing their refund, so why should you? Good service requires collaboration. Work together to deliver delight to each and every customer.

Bring internal teams & 3rd-party vendors into the support process
Share tasks across teams for increased efficiency
Build better visibility across teams by unifying customer operations

Explore contextual collaboration

collaborative customer service platform for retail and ecommerce

Level up with data & insights

Surprise and delight your shoppers with excellent service. Monitor customer feedback, stay on top of team performance and identify bottlenecks with granular reports and insights.

Forecast volumes and spot trends to improve customer service
Use real-time team dashboards to stay on top of your daily operations
Gather customer feedback to improve the buying experience

Explore reports & analytics

customer service reports and analytics for retail and ecommerce

Top Rated Customer Service Platform

Forbes Cloud 100

Gartner Customers' Choice

G2 Momentum Leader Spring 2021

PCI DSS Compliant

Learn more about Freshdesk

Recognized by Gartner

The only visionary on the Gartner Magic Quadrant, 2020

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Discover the ROI

Forrester Total Economic Impact study of Freshdesk

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Get a demo

Meet our product expert for a personalized consultation

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Let’s keep it simple: we want to be your friend.

At Freshworks, we do things differently. We know that transactions are short-lived, but the relationships we build are for life.
We will help you find and create customers for life, and we’d like you to be our customer for life.