Freshworks has unveiled its Summer ‘22 Product Launch, which includes updates to Freshchat, its messaging platform.
The enhanced offering empowers agents with more customer context, harnessing data from previous support, sales, and marketing engagements.
Indeed, the "Unified Customer Record (UCR)" innovation allows agents to see a history of customer activities, track the customer journey, and trigger various campaign activities via Freshchat.
Such activities may include personalized discounts, custom product recommendations, and customer surveys.
Also, these engagements may reach customers on their preferred messaging channel, whether that is WhatsApp, Messenger, SMS, or perhaps even email.
Discussing the basis of the latest Freshchat evolution, Prakash Ramamurthy, Chief Product Officer at Freshworks, said:
Conversational engagement is at the heart of customer interactions, and Freshworks delivers a powerful data platform across sales, marketing, and support so customers and employees can have smarter, faster conversations.
Alongside the technology refresh, Freshworks now provides pre-built playbooks for improved proactive messaging with advanced segmentation, targeting, and reporting.
Companies can automate this outreach with embedded conversational AI, which pairs up with Freshmarketer and Freshsales to achieve a unified customer view.
