Subject: CX Newsletter: Updates for August 2022
From: Freshworks <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>
Date: Fri, 05 Aug 2022 18:13:47 +0000 (UTC)

How are you doing today? 😊 August, 2022   Hello everyone, Welcome to the August 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 Freshdesk Analytics enhancements Get better insights from your data by exporting reports with single-line text fields. With deep linking, every report and widget inside Analytics will have a unique link so that one can share the reports with other users within Freshdesk. Learn more → Auto-triage enhancements in Freshdesk Reduce manual work and improve ticket handling time with this enhancement to auto-triage. Powered by Freddy AI, auto-triage automates repetitive tasks for agents by providing smart suggestions on ticket properties like Priority, Group, or Type. Learn more → Parallel Calling in Freshdesk Omnichannel and Freshdesk Contact Center Make multiple calls simultaneously, have unified conversations with anyone, and get help to resolve issues faster. Agents can start a parallel conversation and switch between calls any number of times while putting the other person on hold. Learn more → Engage your customers through Google Business Messages Enable your customers and prospects to reach you through Google Search and Maps by integrating your Freshchat account with Google's Business Messages. Learn more →   More updates Answers Settings for Bots Configure the number of knowledge base articles the bot can recommend to the customer. Bots can address customer questions by recommending up to three knowledge base articles in order of relevance. Learn more → Additional call lifecycle events in Freshdesk Contact Center Gain deeper insights and give complete visibility into calls with additional call lifecycle events. You can now get insights into when and how a call ended. Learn more →   Upcoming in CX Freshdesk - Salesforce integration You can soon improve collaboration between sales and support teams. Sales can quickly create, view, or update support tickets directly from Salesforce. Multiple ticket forms on Freshdesk Help Widget Admins can soon publish multiple forms on the help widget and agents can choose the right form on the widget based on customer issues. Enhancements to Custom Objects in Freshdesk You can raise tickets associated with a record, and agents can view/update them. You can set up automation rules with Custom Objects, and support for native objects will be extended to Companies. Freshdesk Customer Success-Slack integration You can soon create & manage Slack threads within Freshdesk Customer Success, share context, and work with cross-functional teams to collaborate and delight customers. Freshchat Inbox - Refreshed The Freshchat inbox is getting a huge upgrade! The conversation list, view, reply box, context pane, and filters on the inbox page are getting refreshed and will have a cleaner and more modern look. File attachment support in Freshchat bot builder Freshchat bot can send file attachments to end users seamlessly to deliver engaging self-service experiences when the appropriate flow is triggered. Unified web widget for Freshchat A unified web widget will soon replace the two existing widgets on Freshchat. You can deploy complex bots and offer chat support from a single widget with all Freshchat features. Push calls to queue in Freshdesk Contact Center Agents can soon handle large call volumes efficiently, and improve customer satisfaction by moving the current call to a wait queue.   Freshdesk Customer Service Benchmark Report 2022 Analyzing data across multiple industries, countries, and company sizes, we have identified benchmarks for the top 6 KPIs that help support teams improve agent experience and drive customer delight. We have also captured the impact of self-service, integrations, automation, and chatbots on these performance metrics. Download the report now!   Top read of the month Customer Service Trends in 2022 Here are the top 7 customer service trends in 2022 that you should take into consideration while building your customer service strategy. Read More   Customer spotlight City Property - How City Property achieved a massive 45% increase in NPS with Freshdesk “With our old service provider, it wasn’t like Freshdesk that you can quickly implement. It also gave us the freedom to change things independently without having any dependencies on Freshworks or needing a separate quote for every build or change. We could do everything in-house and deploy within a couple of hours. The pricing and ease of use were what we loved about Freshdesk, and that’s why we opted for it.” Lettitia Findlay, Head of Marketing, Communication, and Customer Experience, City Property. 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