Subject: CX Newsletter: Updates for December 2022
From: Freshworks <[email-masked]>
To: Seeta Seeta <[email-masked]>
Date: Wed, 07 Dec 2022 11:22:01 +0000 (UTC)

How are you doing today? 😊 December, 2022   Hello everyone, The holiday season is here! We wish you a very Merry Christmas and a Happy New Year. Read on to learn our latest product updates for the month of December.   What’s new in CX Product updates Freshdesk-Microsoft Teams integration Bring your internal and support teams together. Manage support tasks directly on Microsoft Teams and take quick action on ticket updates, assignments, and customer replies. Learn more → Custom metrics in Freshdesk Analytics Create your own formulas that are unique to your business needs using any arithmetic operators on top of existing metrics. Learn more → Access support emails from your chat inbox in Freshchat To deliver on our promise of ‘any channel-one inbox’, we now support emails in the chat inbox. Set up your support mailbox, bring emails to the Freshchat inbox, and have your agents stay on top of customer questions, irrespective of the channel. Learn more →   More updates Report sharing for Groups in Freshdesk Analytics Agents and admins managing the reports can share them with Agent Groups with multiple access levels. Learn more → Freshdesk Canned Response is getting a makeover Canned response is getting refreshed! You have an enhanced interface to download the canned responses and get a collated view of all the responses, audit, and make quick decisions to improve them. Learn more → Manage ticket list view with advanced date filters in Freshdesk Agents will have the option to filter and view tickets based on date fields like Resolved date and Closed date. Learn more → Bot Deflection Report in Freshchat Measure the number of incoming conversations your bots deflect and optimize their overall effectiveness. Learn more →   Upcoming in CX Threads in Freshdesk Enable agents to have focused discussions with agents/stakeholders inside the ticket without polluting the main conversation pane. Manage ticket attachments in Freshdesk Restrict specific file types while sending and receiving ticket responses, and secure your conversations from potential risks. Conversation Switch in Freshchat Empower agents contextually by letting them view historical conversations of a contact in the conversation pane without switching tabs. Channel-specific bot builder in Freshchat Tailor your bots before deploying them on a specific channel. This way, you can choose the elements supported in the channel where the bot is deployed. Freshchat - Gupshup SMS integration Connect your Gupshup account with Freshchat and target outbound SMS campaigns based on your customer journeys. Localization for Bots Further localize all features of your bots, like the bot header, bot sub-title, quick actions, private dialogs, and more. Freshchat Response SLA Set SLA targets for the first response and every response in Freshchat. You can also set up different response SLAs for multiple scenarios.   Top read of the month How to Create a Customer Service Strategy for the Holidays The holiday rush is real, and it usually has a huge impact on your customer support team. Prepare for the holiday shopping window with our curated list of customer service strategies that will help your customers dodge long holiday shopping queues and even longer waiting times. Read on to Know   Customer spotlight How Thomas Cook achieved a ‘4-star user rating’ with Freshdesk “Working with Freshworks, it feels like they listen to us. They take on board our honest feedback, adapt things where necessary, and always bring us ideas, helping us move the operation forward. We have exceeded our initial goals and are already working on deeper integration between Freshdesk and other systems to improve efficiency.” Hayley Chambers, Head of Customer Operations, Thomas Cook. 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