Subject: Freshworks newsletter: Updates for October 2021
From: Freshdesk <[email-masked]>
To: [email-masked]
Date: Fri, 08 Oct 2021 10:05:14 +0000 (UTC)

How are you doing today? October, 2021 Hello! Welcome to the October 2021 edition of the Freshworks newsletter. We are proud to announce Freshworks is officially a publicly traded company on the Nasdaq as $FRSH! Thank you for your partnership and faith in us. We have some exciting product updates lined up. You'll know more about that as you read on. We’ve also featured a customer case study and trending blog posts to help you get a pulse of what’s going on in the CX world. We hope you enjoy reading this edition. Product Updates from September Freshworks marketplace: make offline payments and trial paid apps We’ve enhanced the search and discovering ability in the Freshworks marketplace. With this update, customers can make offline payments for apps and try out paid apps before paying for them. In addition, you will also be able to view the log activities of the app and get in-product recommendations for suitable apps. Read More Freshdesk will no longer support IE after January 31, 2022 Microsoft is set to soon retire the IE11 browser. If you are using IE11 you will have to migrate to a supported browser. Click the links to learn more on which browsers will continue to support for Freshdesk Support Desk, Freshdesk Messaging, and Freshdesk Contact Center. Read More Promote your business using Whatsapp<>Freshdesk Messaging integration Apart from transactional messages, you can now send promotional messages to your customers using this integration. You can immediately begin to send new types of messages such as product recommendations based on a customer’s recent purchases, timely offers, or valuable informational alerts. Read more Rich text formatting in Freshdesk Support Desk mobile app Agents can add detail and clarity to their responses with rich text formatting on their mobile app. With this update, the text editor experience will be consistent across web and mobile apps. Read more Attention! Action needed Update your Freshworks billing address Please update your billing/shipping address and applicable tax ID on the account details page of your account respectively. Read more Upcoming product updates Omni Day Passes for your CX bundle If you are on the Freshdesk Omnichannel Bundle, your Omni Day passes, going forward, will work across Freshdesk Messaging and Freshdesk Contact Center as well. Previously these day passes were available only for Freshdesk Support Desk. Leverage the power of seasonal agents across all your channels. Custom roles for agent shifts and out-of-office functionalities Apart from admins, agent shifts would be largely managed by supervisors from time to time. We will be bringing access permission called ‘ Operational Admin’ under the Admin roles and responsibilities so that admins can choose which other roles can perform only certain aspects of admin operations. We will also be adding separate permission for agents to determine if an agent can enable/disable OOO settings. Break silos with Freshdesk and Freshservice integration With this native integration, your customer support teams on Freshdesk can raise incidents and service tasks to internal teams on Freshservice. With a complete view of customer conversations and automated workflows, your internal teams on Freshservice can collaborate faster with your support team to resolve issues -— without having to switch between tools. Deploy your bots on your mobile apps through SDK Today, the Freshdesk Messaging SDK enables you to embed live-chat support into your mobile apps. This enhancement will enable self-service through bots on the SDK in a way that both answers and flows can be triggered on your mobile apps natively without workarounds. Set up answers and flows using the unified bot builder, deploy it on the conversations widget, et voila, your bot will automatically be available on the SDK as well! Provide stellar customer service with Shopify for Freshdesk This integration allows e-commerce companies to provide exceptional customer support. You can unify customer queries across channels, view customer information including order details, trigger cancelations, refunds, or order modifications, provide 24/7 self-service with automated bots, and offer contextual and personalized support right from within Freshdesk. Introducing Post-call Transcripts with search functionality We are enhancing the Post-call Transcription feature with search functionality. Transcribe call recordings and search for relevant details in a call transcript within minutes. This lets agents resolve queries faster and make conversations more contextual. Plus, supervisors can enhance the call monitoring, and training process as scanning call recordings is now a breeze. Top reads of the month Freshworks has reached an important milestone on our journey to deliver modern, intuitive, and delightful products to customers worldwide. Check out this blog by our CEO, Girish Mathrubootham, on this incredible journey. Day Zero for Freshworks We have just launched The CX Review - our new monthly publication dedicated to demystifying CX. For the inaugural issue, we looked at those who continue to blaze the trail for delightful customer practices to cull out lessons SMBs can apply in their day-to-day. The CX Review In this blog post, you'll understand what customer expectations are, different kinds of customer expectations, and what customers expect from companies today. Understanding the importance of customer expectations Are your goals on track? Help CSMs identify shortfalls and keep the team focused and help customers visualize the impact of desired outcomes. Track Success Goals’ performance with a brand new dashboard Customer Spotlight “The BI portion of Freshdesk Customer Success was so rich that it was not only nailing the things that we were really looking for but was also pushing us to review many of our own processes. It felt like the software was growing from month to month and it has set a pace of continuous improvement as a result of that development.” Scott Donnelly, Operations Manager, APAC, Total Synergy Click here to read their story Message sent by Freshworks Inc at 2950 S. Delaware Street, Suite 201,,San Mateo, California, United States of America. Unsubscribe from this list | Unsubscribe from all emails Powered by Freshworks