Subject: CX Newsletter: Updates for February 2023
From: Freshworks <[email-masked]>
To: [email-masked]
Date: Wed, 08 Mar 2023 05:48:35 +0000 (UTC)

How are you doing today? 😊 March 2023 Hello, With February being the shortest month of the year, we’ve worked extra hard to push out exciting updates and enhancements. Read on to know our latest product updates for Feb 2023 and upcoming features for the quarter.   What’s new in CX Product updates   User journey funnel in Freshchat Analyze customer interactions with bots to reduce user drop-offs. Learn more → Bot error fallback flows in Freshchat Configure fallback flows in case the bot encounters an error or is unable to respond to a customer question. Learn more →     Canned responses enhancements in Freshdesk Import Canned Responses to create, update and delete them in bulk. Define metrics & derive insights into Canned Responses usage by agents. Learn more →   More updates in CX Configuring custom mail server in Freshdesk Improve the user flow of custom mail server configuration to enable a guided experience with help text and a new seamless verification flow. Learn more → Track failed email deliveries in Freshdesk Get enhanced visibility over failed email deliveries sent to customers via the portal with a default filter view. Enable agents to act on undelivered ticket replies quickly. Learn more → Custom field sync in Freshdesk-Freshservice integration With this enhancement, you can sync custom ticket fields with default and other custom ticket fields between Freshdesk and Freshservice. Learn more → Email threading enhancement in Freshdesk Configure your own ticket threading identifier under Email settings. This way, you can avoid the wrong ticket getting appended to an existing ticket. Learn more →   Upcoming in CX Freshchat - Quoted text in emails Distinguish between old and new messages with quoted text in emails. Gain context from quoted content without scrolling through several replies. Threads in Freshchat Organize and streamline conversations by having focused discussions on customer queries without cluttering the conversation pane. Conversation properties in Freshchat Enable agents to set measurable properties that can be used to analyze and optimize customer support operations. Task management in Freshchat Create internal tasks for customer conversations, set due dates, track progress, and contact dependent teams from the conversations inbox. New threading logic in Freshchat The new threading logic allows each topic to have a threading interval that determines when a new conversation should be created or continue on the same conversation. Freshchat - CSAT surveys for WhatsApp, Instagram, and Email Send customized, multi-step CSAT surveys on channels like WhatsApp, Instagram, and Email to help businesses get relevant and actionable feedback. Freshchat - Improvements to Groups and Business hours Create and edit groups and business hours quickly. You can also configure group-specific chat and phone preferences of your agents. Increase in dropdown limit in Freshchat Add more items to the bot drop-down as the limit is extended from 50 to 400. Freshchat - New labels for default and custom UI views The new labels will enhance the customer requests categorization process, making it easier for agents to keep track of their workload and prioritize tasks based on their status. Phone in Freshchat Meet all your telephony needs with the phone as a channel in Freshchat. Deliver phone support with Freshdesk Contact Center, our native offering (available as an add-on). Or, you can integrate Freshchat with Aircall. Freshdesk - In-app report download Custom agent status in Freshdesk You can directly download reports and widgets within Freshdesk. You no longer need to switch to external sources like e-mail, making the report export quick and simple. Get insights into how agents spend their time when they’re unavailable to assist new customers. You can also view and update the team’s statuses in real time. Call Lifecycle Events in Freshdesk Contact Center View additional call lifecycle events; like the reason for which an agent ignored a call (like connectivity issue, attended another call, etc).   Tell us how we’re doing! We’re improving our newsletter, and we’d like to hear from you. Help us by filling out this quick 1-minute survey to help us cater the newsletter to your needs. Take the survey now!     Upcoming webinar A quick recap of Q1 2023 for CX What we’ll be covering in this webinar: Our CX vision for 2023 and beyond Q1 product innovations for CX Sneak peek into what lies ahead in Q2 of 2023 Save the date: 12 April 2023 | Wednesday Registration details to be followed soon!   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