Subject: Freshworks newsletter: Updates for November 2021
From: Freshdesk <[email-masked]>
To: [email-masked]
Date: Thu, 04 Nov 2021 11:06:19 +0000 (UTC)

How are you doing today? November, 2021 Hello! Welcome to the November 2021 edition of the Freshworks newsletter. As we gear up for Freshworks’ biggest global event of the year, Refresh 2021, we have a bunch of new features that were released, some exciting upcoming features, and an interesting customer win story. We hope you enjoy reading this edition. Product updates from October Bots now live on the Freshdesk Messaging SDK! Set up answers and flows using the unified bot builder, deploy it on the conversations widget, et voila, the bot will automatically be available on the SDK as well! Version - V5.0.0 on both Android & iOS Read more Post call transcripts in Freshdesk Contact Center Post-call Transcription feature with search functionality is now live! Post-call transcripts lets you transcribe call recordings and easily search for keywords in a call transcript. This lets agents find relevant details with ease and resolve queries faster. Plus, supervisors can scan call recordings in minutes and enhance the call monitoring process. Read more [BETA] Google Business Messages - Freshdesk Messaging integrations Your customers can now reach out to you via Google Search and Google Maps. With this integration, you can bring all your conversations from Business Messages into Freshdesk Messaging. You can then either have your chatbots take care of the L1s or redirect them to your support agents. Read more Freddy API library settings got more intuitive and user friendly We have made a bunch of improvements in the Freddy API library settings to improve the bot builder admin experience and make their lives a lot easier. Read more Freddy Answers are now multilingual Let your bots speak to your customers in the language they understand best. With this release, you can set up questions and their variations to map them to an answer or a chatbot flow in over 40 languages! Read more   Upcoming product updates Augment your business with all new Freshdesk Analytics With the newly introduced interactive filters, drill down the data easily and focus on metrics that matter. Leverage the enhanced ready-made reports for effortless data analysis. Create custom reports in a single click with absolutely no code. You can also share and understand the data with new colourful chart engines. Stay tuned for more existing updates in Analytics Out-of-the-box 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. Freshdesk customer portal gets more customizable With this overhaul, support teams can manage multiple customer portals that can be tailor-made to deliver a seamless self-service experience with minimal developer dependency and costs. With WCAG compatible themes and support for marketplace apps, customers can ensure the portal is equally accessible for everyone and extend the portal to solve specific business needs. Omnichannel agent status Custom agent statuses help you understand how agents spend their time when they’re unavailable for automatic assignment of issues. With status types, you can get a quick overview of how much time your team spends in work-related tasks versus breaks. Using the status reports, you’ll be able to understand your team’s productivity and plan your workforce easily. Deferring Conversations for Bots Currently, every conversation your bot has with your customers is recorded as a ticket in the bot builder, regardless of whether the customer responds or not. We’re deferring conversations where the customer doesn’t respond/take any action in response to the bot message(s). Whatsapp number portability for Freshdesk WhatsApp number portability is coming soon in November. Customers can retain their original number while switching from a competitor and use it with Freshworks. Please add requests for number portability from prospects or customers in the form attached and we will get back to you.   Top read of the month Most call center agents stay with an organization for only about an year on average, this is often attributed to high levels of stress leading to call center burnout. Dive into this blog post to understand signs of burnout and what measures you can take to help your agents overcome this problem. What is Call Center Burnout and How to Overcome It? Customer spotlight “Ultimately it’s our people who provide customer service. It’s wonderful that we now have a system that gives them better support in their work. Because without satisfied employees who can do their job well, you’re just not going to achieve all those other goals either.” Kjetil Totland, Director of Customer Care, ice Norway Click here to read their story   Upcoming event Refresh 2021: Delight made easy Freshworks’ global event of the year is back and better than ever! We're bringing together the best minds in customer experience, ITSM, sales and marketing, and HR—and you're invited. Get the insights and connections you need to delight your customers and fuel business growth. Date: 11th November, 2021 Click here to register now!   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