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Freshworks customers boost experience with Microsoft Teams
Tue, 3rd Oct 2023

Freshworks reports a notable increase in Microsoft Teams usage by Freshservice customers, improving employee experiences with AI virtual agent support.

Microsoft Teams adoption among Freshservice customers has seen an average increase of 42% over the past three years. As a result, businesses using Freshservice can now amplify productivity for more than 250,000 users. 

The generative AI-powered Virtual Agent within Freshservice, an IT service management  (ITSM) solution, along with Microsoft Teams' ServiceBot, gives employees round-the-clock support and can facilitate rapid resolution of their needs within Microsoft Teams. 

The integrated solution also enables IT and other business teams to deflect tickets, helps save clicks, and streamline work. 

In a July 2023 study commissioned by Freshworks, Forrester estimated a mid-sized company could save USD $2.1 million in three years by improving user productivity with the Freshservice Virtual Agent.

Srini Raghavan, VP of Microsoft Teams Ecosystem, says: "Microsoft Teams has rapidly grown as the hub for collaboration."

"Through our work with companies like Freshworks that share our vision for AI, we aim to enable teams across multiple channels to solve employee issues swiftly, ultimately saving money and driving efficiency with next-generation AI for customers of all sizes."

Using Freshservice, built natively on the Freshworks Neo platform, with Microsoft Teams, companies of all sizes may increase user productivity. Using AI-powered virtual agents, they can improve collaboration across business teams during critical incidents and enhance the employee experience with faster resolution. 

Customers like A&E Networks and Haynes International use Microsoft Teams with Freshservice to improve employee service management. Haynes International, a US-based materials manufacturer, increased business user productivity by 50% since using Freshservice integrated with Microsoft Teams.  

Lyle Snyder, Senior Support Analyst at Haynes International, says: "Traditional support channels for employees typically have complicated portals, which slow down support and are no longer acceptable for the modern workforce." 

"The Freshworks and Microsoft Teams' integration helps us deliver a simple and modern employee experience on one platform. We've already seen impressive productivity increases and expect both apps to scale with our evolving business and employee needs." 

The Office for Students, the independent regulator of higher education in England, decreased its average resolution time by 67% with the Freshservice Virtual Agent integrated with Microsoft Teams. 

Karen Spray, IT Service Support Manager at Office for Students, says: "Our goal was to move away from employees emailing the service desk and instead use Teams as a channel."

"Adopting the Freshservice Virtual Agent was easy, and the technical rollout took about 10 minutes. Easy access to the Virtual Agent within Microsoft Teams made it all the more convenient and helped our employees solve many issues on their thanks to powerful self-service features." 

Prakash Ramamurthy, Chief Product Officer at Freshworks, says: "Our collaboration with Microsoft is a terrific example of our commitment to giving customers powerful yet easy-to-use tools they need to succeed in today's fast-paced workplace." 

"We've been pioneering AI for customer and employee support since we launched Freddy AI in 2018, and Microsoft Teams helps put that directly into the employee's collaboration channel of choice." 

"Together, we're helping customers deliver exceptional employee experience across business teams," says Ramamurthy.