Subject: CX Newsletter: Updates for August 2022
From: Freshworks <[email-masked]>
To: Manish Kumar <[email-masked]>
Date: Thu, 15 Sep 2022 09:07:21 +0000 (UTC)

How are you doing today? 😊 September, 2022   Hello everyone, Welcome to the September 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 All-new Report Builder in Freshdesk Analytics Building reports got easier and frictionless with fewer clicks and transitions. With the new UI, building, filtering, and navigating reports will be simpler, faster, and frictionless. Learn more → Freshdesk Telephony Partner Extension with Aircall Aircall is now a part of Freshdesk Telephony Partner Extension. Integrate Aircall with your Freshdesk account and offer stellar omnichannel support without switching screens! Learn more → New and improved Freshchat inbox We’ve enhanced the overall visual experience and usability across the three sections of the Inbox page - the conversation listing pane (left), the conversations pane (middle), and the apps pane (right) so agents can focus on the right details. Learn more → Freshdesk Customer Success-Slack integration Create & manage Slack threads within Freshdesk Customer Success, share customer context, and work with cross-functional teams to collaborate and delight customers. Learn more → More updates Custom Objects enhancement - Automations Set up automation rules with Custom Objects. Perform ticket actions, update CO records, and more with this enhancement. Reach out to your respective CSMs or TAMs to get it enabled for your account. Available on-demand Forward live calls to queue/IVR in Freshdesk Contact Center In addition to transferring calls to team members, agents can forward an ongoing call to a queue or IVR. Avoid escalations, maximize agent performance, and instantly connect customers with the expert team. Learn more →   Upcoming in CX Freshdesk-Microsoft Teams integration Bring your internal and support teams together with Freshdesk on Microsoft Teams. Manage support tasks effectively by taking quick action on ticket assignments and customer replies directly on Microsoft Teams. Localization for Bots Localize all features of your bots further, like the bot header, quick actions, and private dialogs. Language support will be unified across NLP, Small talk, decision flows, and more. Ticket list view and scenario automation privileges 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. NPS email survey enhancement in Freshdesk Customer Success Use Account360 segmentation to highlight a specific event in the customer lifecycle and send NPS to every targeted set of customers. Freshdesk Telephony Partner Extension with Amazon Connect Amazon Connect will be the next addition to Freshdesk Telephony Partner Extension. Integrate Amazon Connect account and manage your phone support within Freshdesk's agent-friendly UI. Bot reports enhancements Get insights into the bots’ answers and intents with the NLP performance report. Measure the number of incoming conversations your bots deflect and optimize their overall effectiveness with the bot deflection report. Roles and Permissions for Bots Update roles for your bot users to control what actions they will have access to. In the standalone bot builder, read-only users will have restricted access to some features and published conversation logs.   Operation Agent CX This month, we're initializing Operation Agent CX to put support agents in the limelight where you belong - through interesting and informative missions focused on product best practices, boosting productivity, enhancing your career, and much more. Check it out here!   Top read of the month 5 Steps To Building a Knowledge Base that Eases Customer Support Here are five simple steps to build a kickass knowledge base that solves customer issues and satisfies their support needs. Read More   Customer spotlight How Otto Broker moved from silos to unified customer experience with Freshdesk Omnichannel “...they (Otto Broker team) could not imagine working without Freshdesk. It’s part of the workplace; it’s like email - what would you ever do without email” Cristian Balaban, Project Manager & Administrative Director, Otto Broker. 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