Subject: CX Newsletter: Updates for June 2022
From: Freshworks <[email-masked]>
To: null <[email-masked]>
Date: Mon, 20 Jun 2022 16:35:41 +0000 (UTC)

How are you doing today? 😊 June, 2022 Hello Everyone, Welcome to the June edition of the CX Monthly Newsletter. Read on to know our latest product innovations, recent blogs, customer win stories, and more!   Product updates What’s new in Freshdesk? Freshdesk Telephony Partner Extension With Freshdesk Telephony Partner extension with Five9, bring your existing Five9 account into Freshdesk Omnichannel or Freshdesk Support Desk and meet your customer support needs, holistically. Read more → Custom Objects in Freshdesk Make important information readily available right within Freshdesk for your agents to resolve issues faster and contextually. Note: Available for existing customers from mid-June. Reach out to your respective CSMs to get it enabled for your account on-demand. Read more → Multiple forms in Freshdesk Create multiple forms out of the box and provide a tailored experience to your customers. You can also automate workflows based on the form a customer contacted you from using analytics. Note: Available only for new sign-ups. Read more → Flexible hierarchy in Freshdesk knowledge base Organize content in a way that works for your audience with flexible hierarchy. You can now create folders up to 5 levels under each category for better organization and seamless navigation. Read more → injixo integration for Freshdesk Contact Center Forecast, schedule, and monitor performance in real-time with this integration. You can now use the injixo app to manage your workforce across ticket, chat, and call data Read more → Custom agent status in Freshchat With Agent Status, get complete visibility into how agents are spending their time when they’re unavailable to assist customers. This makes planning for workforce management much easier. Read more → Quick Actions in Freshchat With Quick Actions in the bot widget, you can move around quickly while interacting with your bot. With this enhancement, the conversations widget now supports all formats of Quick Actions. Read more →   Upcoming in Freshdesk MS Teams integration in Freshdesk With MS teams integration on Freshdesk, experience an effortless and frictionless team collaboration. Take quick action on tickets like ticket assignment, customer replies, priority changes, etc. Freshdesk Telephony Partner Extension Our telephony partners are increasing, with the addition of Genesys and Aircall soon. Effortlessly bring your telephony provider into Freshdesk. Watch this page for more information. Instagram integration for Freshchat With this integration, you can engage with your customers directly through Instagram DM. Agents and bots can work together to provide round-the-clock service on Instagram. Freshdesk Contact Center Network Test Tool You can soon use the inbuilt network test tool to test connectivity while on the browser. The tool runs network diagnosis and provides a detailed report that helps identify common network and audio quality issues. Article Suggester for Bots in Freshchat You can configure the number of knowledge base articles. Bots will be able to address customer questions by recommending up to three knowledge base articles in order of relevance. Conversations widget enhancements in Freshchat The Conversations widget will soon support OTP, country code based phone numbers, and input types like multi-select, article display, and feedback. Freshdesk Messaging is Freshchat! We have turned the clock back and reverted to the original product name, Freshchat. We heard from many of you that you preferred the original name, and we realize that it more accurately conveys the power of conversational engagement across our portfolio. You will see the new name reflected in the product over the next few days. You'll still be able to use the product as-is and no action is required on your part. Here is a handy picture that captures our portfolio:   Top read of the month Top 11 Help Desk Best Practices We’ve compiled a list of top 11 help desk best practices to navigate through the challenges of managing your ticketing system. Read More   Customer spotlight How Zalora powers a 5% QOQ leap in CSAT scores with Freshdesk “Freshdesk helped us sail through during the last one and a half years. After the pandemic outbreak, customers no longer stuck to a single channel. As they kept switching, our omnichannel helpdesk enabled consistent, effortless service to customers across channels.” Kannan Rajaratnam, Regional Director, Customer Operations, Zalora 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