Subject: Freshworks CX newsletter: Updates for March 2022
From: Freshdesk <[email-masked]>
To: Mohammad Musaed <[email-masked]>
Date: Wed, 09 Mar 2022 05:52:11 +0000 (UTC)

How are you doing today? March, 2022 Hello, Welcome to the March edition of the CX Customer Newsletter. We had a productive month here in Freshworks to delight you with our innovations! Here’s a preview of all the latest updates in Freshdesk, an interesting upcoming event, and a customer win story. Product updates Use industry-based bot templates in Freshdesk Messaging Go bot-first in your support to handle FAQs, and save time for both your customers who can now help themselves and your agents. Customize the templates to suit your use case and help customers find answers faster. Read more Bring Your Own Channel in Freshdesk Messaging Choose your own channel and integrate it with Freshdesk Messaging with the help of APIs and marketplace events. Currently, we have frameworks for two integrations for Viber and Kakaotal. Read more Have casual conversations using Global Small Talk in Freshdesk Messaging Small Talk is the bot's ability to engage end-users in casual conversations. It helps socialize your bot and improves recall rates. You can do small talk with Freddy chatbot in 42 languages. Read more   Upcoming product updates Freshdesk Omnichannel Partner Edition Bring your telephony provider into Freshdesk and extend your Omnichannel capabilities. Provide your customers with seamless journeys across channels, and empower your agents with intelligent service automations that boost service productivity. Average Handling Time in Freshdesk Automate time tracking with the Average Handling Time (AHT). AHT defines the average time your team spends on each ticket. It’s a stopwatch that automatically starts when an agent opens an assigned ticket and continues each time they revisit the ticket. Flexible hierarchy in Freshdesk Knowledge-base Scale your knowledge base architecture by creating additional folder levels and organizing your content in a way that works for your audience. With Flexible hierarchy, you can organize articles up to 5 levels and structure them for smoother navigation and better accessibility. Multiple forms for a tailored ticket creation in Freshdesk Multiple forms enable end-customers to view forms based on the brands they access, their user journey, or segment. Admins can create Multiple forms specific to the customer portal, run automations and get insights on form usage using Analytics.   SMS as a channel in Freshdesk Messaging Connect your Twilio account with Freshdesk Messaging and use SMS for bidirectional conversations with your customers. As it is natively available on all devices, you don't have to download additional apps, making it easy to provide superior customer support and achieve deflection via bots.   Live dashboard enhancements in Freshdesk Contact Center Allow support agents to directly take calls from the Live Dashboard in Freshdesk Contact Center without waiting for the supervisors to assign them calls and quickly reduce the call wait times for customers.   Freshdesk Contact Center integration in Freshdesk With this integration, allow agents to automatically create tickets for each support call, add call lifecycle and call transcriptions as private notes in Freshdesk. This helps the supervisors prioritize the tickets and run automation rules based on customer inputs from the call.   Unified Customer Record for customer contacts The UCR feature acts as single source of truth and provides one contact record for each end-customer, shared across support desk, messaging, and contact center products. Now the agents can improve their productivity by effortlessly managing customer contact details across channels without switching screens.   Top read of the month Harnessing the true power of AI has been an ongoing conversation in the CX world for years, but it’s a notoriously hard thing to get right. Here are some sure-fire tips on seamlessly integrating AI into your customer service operations, and how these processes can both delight your customers and alleviate your agents’ workloads. Getting AI-Powered Customer Service Right Customer spotlight “Freshdesk has everything most helpdesk providers have, at a much lesser cost. They also have a sense of warmth and personality that doesn’t exist with Zendesk/desk.com” Mira Yardan CEO, Onlinefaxes.com Click here to read their story   Upcoming event The demo district ft. Freshdesk | March Madness Presenting the demo district - a visual space where you can deep-dive into the Freshdesk universe. Hear our in-house expert talk about key takeaways and insights into 3 features that can help you speed up Freshdesk workflows - Solutions and permissions Customized notifications Agent update/ addition Join in, connect with your peers, ask questions, and share use-cases! Click here   Message sent by Freshworks Inc at 2950 S. Delaware Street, Suite 201,,San Mateo, California, United States of America. Unsubscribe from this list | Unsubscribe from all emails | Manage Preferences Powered by Freshworks