Freshworks renews its smart chatbot service for businesses
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A chatbot service is pretty much a chatbot service, either on your phone or through a social network, unless it's a smart chatbot service.
As part of its product launch this summer, San Francisco-based startup Freshworks released new features for its standalone chatbot app today. AI-powered Freshchat is a tool that helps customer service (CX) employees speed up calls and includes a unified customer record store. In Freshchat, bots automatically identify and answer users' most common questions, while agents are directed to focus on the toughest support requests that require human decision-making.
Using these AI-powered tools, Freshchat aims to help agents, marketers and sales teams with a single platform to engage customers across multiple messaging channels, said Colin Crowley, Freshworks CX Advisor, at VentureBeat.
"What's important/different today is that we've re-architected the application to include a 'unified customer file' with our Freshsales and Freshmarketer CRM tools. Together they bring support, sales and marketing capabilities into one platform,” Crowley said.
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register here Why Smart Cat?"Customers have always wanted a quick and easy way to get what they want, wherever they are," Crowley said. "They research, ask questions and make purchases directly through their preferred channel - SMS, WhatsApp, Instagram or email. They don't want to repeat themselves or go through long presentations - they just want their issues to be They want it to be as simple as a short text.
"At the same time, customer service agents also don't want to spend their days on repetitive, mundane tasks, like jotting down names and looking up orders. In a world where most software is designed to predict our At the slightest whim, far too many customer service chatbots aren't that smart. They ask customers to provide and repeat basic information. It's slow and downright nerve-wracking, alienating customers and agents alike," Crowley said.
With its AI foundation that remembers everything about every customer, Freshchat can speak with one informed voice to all customers, all the time — across all channels, across all departments. "That's the power of smarter conversations," Crowley said. "With Smarter Conversations, businesses can manage conversations in one platform, with access to full history and context through past conversations and data from internal and third-party apps."
Based on a 2021 internal survey
We're excited to bring Transform 2022 back in person on July 19 and virtually from July 20-28. Join leaders in AI and data for in-depth discussions and exciting networking opportunities. Sign up today!
A chatbot service is pretty much a chatbot service, either on your phone or through a social network, unless it's a smart chatbot service.
As part of its product launch this summer, San Francisco-based startup Freshworks released new features for its standalone chatbot app today. AI-powered Freshchat is a tool that helps customer service (CX) employees speed up calls and includes a unified customer record store. In Freshchat, bots automatically identify and answer users' most common questions, while agents are directed to focus on the toughest support requests that require human decision-making.
Using these AI-powered tools, Freshchat aims to help agents, marketers and sales teams with a single platform to engage customers across multiple messaging channels, said Colin Crowley, Freshworks CX Advisor, at VentureBeat.
"What's important/different today is that we've re-architected the application to include a 'unified customer file' with our Freshsales and Freshmarketer CRM tools. Together they bring support, sales and marketing capabilities into one platform,” Crowley said.
EventTransform 2022
Join us at the leading Applied AI event for enterprise business and technology decision makers on July 19 and virtually July 20-28.
register here Why Smart Cat?"Customers have always wanted a quick and easy way to get what they want, wherever they are," Crowley said. "They research, ask questions and make purchases directly through their preferred channel - SMS, WhatsApp, Instagram or email. They don't want to repeat themselves or go through long presentations - they just want their issues to be They want it to be as simple as a short text.
"At the same time, customer service agents also don't want to spend their days on repetitive, mundane tasks, like jotting down names and looking up orders. In a world where most software is designed to predict our At the slightest whim, far too many customer service chatbots aren't that smart. They ask customers to provide and repeat basic information. It's slow and downright nerve-wracking, alienating customers and agents alike," Crowley said.
With its AI foundation that remembers everything about every customer, Freshchat can speak with one informed voice to all customers, all the time — across all channels, across all departments. "That's the power of smarter conversations," Crowley said. "With Smarter Conversations, businesses can manage conversations in one platform, with access to full history and context through past conversations and data from internal and third-party apps."
Based on a 2021 internal survey
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