Subject: CX Newsletter: Updates for November 2022
From: Freshworks <[email-masked]>
To: Apoorv Joshi <[email-masked]>
Date: Thu, 03 Nov 2022 15:08:49 +0000 (UTC)

How are you doing today? 😊 November, 2022   Hello everyone, Welcome to the November edition of the CX Monthly Newsletter. Read on to know our latest product innovations, recent blogs, customer wins, and more!   What’s new in CX Product updates Introducing two new telephony partners for Freshdesk Freshdesk Telephony Partner Extension just got two new telephony partners. You can connect Freshdesk with Genesys or Amazon Connect to extend your omnichannel capabilities. Learn more → Custom Object enhancements in Freshdesk Custom Object support for native objects is now extended to Companies. Additionally, you can set up automation rules for Custom Objects, raise tickets associated with a record, and agents can view/update records associated with that ticket. Learn more → More updates Response SLA (EAP) in Freshchat Set SLA targets for the first response and every response in Freshchat. You can also set up different response SLAs for multiple scenarios. Please reach out to your Customer Success Manager to get this enabled on your account. Learn more →   Upcoming in CX Threads in Freshdesk Agents can have focussed discussions on a ticket in a chat-like interface without polluting the main conversation pane. Custom metrics in Analytics Create your own custom metrics and attributes using single arithmetic operations or even complex functions. AI-powered Forecasting in Freshdesk Predict various support metrics like Ticket Volume, First Response Time, and Resolution Time based on historical data, Trend Analysis, seasonality, etc. Bring your emails to chat inbox Configure your support email addresses and bring in emails to Freshchat to have personalized conversations with customers right from the chat inbox. Channel Switch Empower agents contextually by letting them view historical conversations of a contact in the conversation pane, without switching a single tab. Freshchat - Gupshup SMS integration Connect your Gupshup accounts with Freshchat and target outbound campaigns via SMS based on the customer journey. Contacts & Companies in Analytics Build reports on default and custom fields for Contacts and Companies in Analytics. Freshdesk now supports the fields as filter, group by, column in underlying data and as an export. Localization for Bots Localize all bot features further like the bot header, quick actions, and private dialogs. Language support will be unified across NLP, Small talk, decision flows, and more. NLP performance report in Freshchat Get actionable insights into the bot's answers and intents and make data-driven decisions to improve your bots' overall conversational experience. Bot deflection report in Freshchat Measure the number of incoming conversations your bots deflect to optimize and improve your bots' overall effectiveness. Shopify Bot templates Incorporate sales and marketing-specific Shopify actions in bots to improve the overall D2C experience in Freshchat. (Available only for Freshchat customers signed up after June, 2022) Channel-specific bot builder in Freshchat Tailor bots before deploying them on a specific channel. This way, you only get to choose the elements that are supported in a channel where the Bot is being deployed. Concurrent Call Management in Freshdesk Contact Center (Early access) Admins can specify the maximum number of incoming calls an agent can receive concurrently. This allows admins to manage and distribute calls evenly to all teams and reduce the agent work load. Exports for Canned Responses in Freshdesk Admins will now have an enhanced interface to manage and download all the canned responses. They can get a collated view of all the responses, audit, and take quick decisions to improve them. Send notifications to multiple iOS apps Push notifications to more than one iOS mobile app to your customers from a single Freshchat account using the P8 key newly supported on the mobile SDK.   Top read of the month Ticket Deflection: Your Guide to Self-Service As per Social Stamina, 64% of customers expect a reply within an hour of posting on Twitter, and 85% expect a company to respond within six hours. Ticket deflection is a great way to reduce incoming customer requests, especially if they are frequently asked questions. Read on to Know   Customer spotlight How Sirago provides customer support at scale with Freshdesk Omnichannel “I’m proud of the automation and integrations we could create. Freshworks facilitated the whole process. From online applications to agents checking out the tickets and resolving them – I don’t even have to take a look. I realized that things could happen in the backend, and they could run smoothly – without me, a manager, having to put my finger on the pulse.” Ceazare de Beer, Managing Director, Sirago Underwriting Managers. Click here to read their story   Message sent by Freshworks Inc at 2950 S Delaware Street, Suite 201, San Mateo, California, USA. Don't want to receive emails from us? Unsubscribe here   Powered by Freshworks Powered by Freshworks