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Freshworks launch messaging product for customer engagement

25 Sep 17

Cloud-based business software company Freshworks has announced the launch of Freshchat, a messaging product designed to better facilitate customer communication and engagement.

The company says the solution provides a suite of website and in-product engagement capabilities, which help businesses capture more leads and drive sales.

Freshchat addresses a trend that shows an increased spend in digital marketing for businesses to attract customers to their websites and apps, while only converting 2-3% of these visitors into customers.

According to Freshworks, the platform will help mitigate this issue by enabling businesses to target visitors with highly contextual messages to increase engagement and thereby conversions.

It’s designed so that once the end user responds, an intelligent bot screens and qualifies leads before bringing in a sales rep, with information automatically synced into the CRM, providing context for sales reps and enabling intelligent conversations.

The platform leverages technology from the company’s recent acquisitions, enabling ‘smart’ conversations without traditional live chat on either party, with Freshworks promising no missed chats or sessions timing out for the customer, and no staffing up during peaks for the business.

Freshchat can also integrate into websites, web-apps, native mobile apps, and other messaging products like Facebook Messenger.

Girish Mathrubootham, Freshworks CEO and founder says, “Businesses today want to provide their consumers with contextual, intelligent and personalised chat experiences.”

“We believe there is a huge gap that live chat products don’t address compared to consumer messaging apps, which are creating high benchmarks for user experience,” he says.

“Sales and support agents need to be empowered with a single platform that provides the flexibility to engage with prospects and customers who are always multi-tasking. We are excited to offer a game-changing chat offering with unique sales and support capabilities that push the boundaries of an already well-established business communication channel.”

Freshchat also offers in-product campaigns for onboarding and engagement, an integrated FAQ experience to encourage self-service, and other advanced features designed to route and manage conversations for customer support.

In addition to the standalone chat offering, Freshchat will integrate into Freshsales and Freshdesk which the company says will make integration of the service easier.

Freshchat is available to businesses of all sizes, with a free plan for companies with less than ten team members in sales and support.

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