Subject: CX Newsletter: Updates for July 2022
From: Freshworks <[email-masked]>
To: Manish Kumar <[email-masked]>
Date: Mon, 11 Jul 2022 16:36:04 +0000 (UTC)

How are you doing today? 😊 July, 2022   Hello Everyone, Welcome to the July edition of the CX Monthly Newsletter. Read on to know our latest product innovations, recent blogs, customer wins, and more!   Product updates What’s new in CX Unified Customer Record (UCR) for Freshdesk Omnichannel UCR, powered by Neo, unifies customer data across Freshdesk Support Desk, Freshchat, and Freshdesk Contact Center. With a 360-degree view of your customers, you can now provide more personalized support. Learn more → Contextual support with Custom Objects in Freshdesk Enable your agents to get full context on tickets right inside the Tickets page without struggling to fetch data from multiple tools Learn more → Engage with customers through Instagram DMs in Freshchat You can link multiple Instagram Business accounts and support customers from one Freshchat account. Agents can send and receive DMs, respond to story replies and comments, and deploy bots to deliver personalized conversational experiences. Learn more →   More Updates Freshdesk Omnichannel agent status - Early Access Program Custom agent statuses help you understand how agents spend their time when they’re unavailable for automatic assignment of issues. With status types, you can get a quick overview of how much time your team spends on work-related tasks versus breaks. Learn more → Answers settings for Bots in Freshchat You can now configure the number of knowledge base articles the bot can recommend to your customer. Bots can address customer questions by recommending up to three knowledge base articles in order of relevance. Learn more → Article and rating support for the conversations widget in Freshchat The Freshchat conversations widget now supports clickable articles and bot feedback messages configured through the bot builder. Learn more → WhatsApp usage metrics in Freshchat With WhatsApp usage metrics, you can monitor the usage and billing metrics for each WhatsApp number integrated with your Freshchat account. Learn more → Industry-based bot templates in Freshchat Go bot-first in your support to handle FAQs, and save time for your customers who can now help themselves, as well as your agents. With this update, you will now be able to use templates for Healthcare and Telecom industries. Learn more → Custom agent status in Freshchat You can get complete visibility into how agents are spending their time when they’re unavailable to assist new customers via chat. Enable agents to update their availability in real-time and understand how they spend their time on a day-to-day basis. Learn more → Freshdesk Contact Center Network Test Tool You can now use our own Freshworks network test tool to test your network connection while using Freshdesk Contact Center on the browser. The tool runs network diagnosis and provides a detailed report on common network issues. Learn more→   Upcoming in CX WhatsApp usage metrics for Freshdesk Support Desk & Omnichannel Admins can monitor the usage and billing metrics of each of the WhatsApp numbers integrated with their Freshdesk Support Desk and Omnichannel accounts. Freshdesk Telephony Partner Extension with Genesys and Aircall Bring your preferred telephony provider into Freshdesk effortlessly. Boost service productivity and customer satisfaction while optimizing your telephony investments. Simplified login for customers and agents in Freshdesk Support Desk Users can log in using their email address, without specifying their role, to be directed to their respective portals — the customer portal for end-users and the agent portal for support agents. Unified Report Builder - Freshdesk Analytics Set access controls (like view, edit, manage) to reports, get unique links for each report that you create with deep linking, and edit reports just with a few clicks. Auto-triage enhancements in Freshdesk A Freddy AI feature, assists agents by predicting relevant ticket properties like a priority, type, and group. Customers can also choose to allow Freddy to fill these ticket properties automatically. Dynamic Group and Status fields in Freshdesk Ticket fields that are relevant only to some Groups or Statuses can now be shown conditionally. This way, you can make sure agents only see relevant fields for every ticket. Parallel calling in Freshdesk Contact Center and Omnichannel With parallel calling, you can soon have a seamless conversation with your callers on any line while putting the other caller on hold. Additional call lifecycle events in Freshdesk Contact Center We will soon have more call life cycle events to give better clarity in understanding when and how a call ended. Freshdesk Customer Success-Slack integration Connect with your customers better and reduce churn by starting Slack threads right from within your Accounts page. You can stay on top of customer issues by following up on tickets in just a few clicks with this integration. Engage your customers through Google's Business Messages in Freshchat Enable customers and prospects to reach you through Google Search and Maps by integrating your Freshchat account with Google's Business Messages. Upgrades to the conversations widget in Freshchat Enhanced localization for Bots in Freshchat A host of updates are en route for the conversations widget. Admins will have better control and flexibility while making it easier for end-users to seek support. Check out the link below for more details! Multilingual support will soon be extended to more bot actions. Users can localize the bot title, subtitle, feedback and fallback options, and more.   Top read of the month What is Customer Lifecycle Management With this guide, we dive deep into what customer lifecycle is all about, how it differs from a buyer journey and how customer lifecycle management can help you scale your business. Read More   Customer spotlight East Midlands Shared Services’ - Leading the digital transformation wave in the public sector “I've used it, and it's brilliant. You can just go in, and it’s all there, really easy to find. And I think just that ease of use for customers reinforces how easy self-service makes it to get the help they need without having to phone us.” Jill Turner, Business Development Manager, EMSS 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