Apps and Integrations
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Hello Community Fam! :) It’s been a while but we are back with the latest edition of our #TechTuesday series and we guarantee you that it’s going to be nothing short of fun. The task at hand is quite simple. All you have to do is guess these brilliant apps and integrations from the Freshworks Marketplace based on the icons. Put on your thinking caps cause it might get a bit tricky. If you need any clues along the way, give us a shout out in the comments section below. APP #1 APP #2 APP #3 APP #4 APP #5 APP #6 APP #7 APP #8 We are super excited to see how many of you are able to crack these emoti-codes. 😁P.S If you’ve been following the Apps and Integrations channel out here on the Refresh Community, we’ve mentioned almost every single one of these apps at least once in our posts. (Saving the rest of the clues for later)
As we step into the year’s busiest shopping season, businesses will be experiencing even more situations where providing a positive experience to their customers will be of utmost importance. By using Freshdesk as your customer service software, you have already taken the first step towards building a winning customer experience. However, there is more you can do to empower your CX team. Every CX agent needs a set of robust tools in their arsenal that enables them to perform their best - especially during customer service surges.The first step towards that is to find out if your CX agents are well-equipped for the holiday season rush and evaluate which Freshdesk apps can help them stay on top of the seasonal support surge. And to do so we have put together a very special quiz for you. ⚡ Get started with our quiz here! ⚡ Once you get the quiz results, do share it with the community in the comments section below. And you can also check out the Freshworks Marketplace to find out more app
The role of self-service in search and support strategy | Level Up Your CX with Freshdesk and YextMarketplace
Data silos is one of the key factors affecting ticket deflection, resolution times, and critical support metrics which in turn creates a domino effect on your business goals.How do you make your customer support team’s life easier and reduce the frustration that comes with the long wait times and mounting tickets - all because support-related content can’t be easily found?In episode 3 of #LevelUpYourCX with our Tech Partner, Yext, Eric Bohren and Joe Jorczak discuss how you can cater to the want-it-now culture and understand customer intent better. Watch the complete conversation to learn the vital role of self-service in your search and support strategy as well as how to #LevelUpYourCX with Freshdesk and Yext. With the joint self-service capabilities of Yext AI Search and Freshdesk, you can centralize all of your support content, interpret customers' intent and deliver contextually relevant direct answers, and in turn increase CSAT scores. Try it out for yourself and transform your C
IT infrastructure is the fundamental building block for enterprises that want to provide an ‘Always ON’ experience. But a decoupled discovery process from your service management solution results in erroneous siloed execution and affects business continuity. For enterprises to gain a razor-sharp 360° view of their complex infrastructure, it is absolutely crucial to bring infrastructure visibility into the service management processes. Not only is this the first step towards enabling uninterrupted IT but also helps boost business continuity, breaks data silos, and democratizes infrastructure information for all teams to use. In this insightful discussion with Freshworks and Device42, our speakers Eric Bohren and Yama Habibzai let you in on the methods to make your service management processes more accurate and how to enable real-time asset information to see the big picture of uninterrupted IT. Watch the full video to learn how you can see clearly and resolve confidently with Freshservi
Level Up Your CX | Episode 2: How to break the language barrier in global customer supportMarketplace
Language is a significant barrier when support teams cater to customers across the globe. Queries come in multiple languages but agents aren’t equipped to handle them. Digital channels such as websites and FAQs aren’t always available in the customer’s preferred language, leading to a further surge in queries. How do you rise above this crucial challenge and elevate your CX game? The answer lies in adopting and amplifying the right tech stack to provide multichannel and multilingual support. Stream episode 2 of our LinkedIn LIVE series with our Tech Partner, Unbabel, on how you can empower your agents throughout every stage of the journey and #LevelUpYourCX with Freshdesk and Unbabel. By bringing together the capabilities of Unbabel and Freshdesk, organizations can engage in more meaningful conversations and support every customer, across every channel, anywhere in the world, regardless of the language they speak. Check out the app by heading to the Freshworks Marketplace.
Wordle Of The Week #1Marketplace
Here’s a wordle on this fine wednesday to make you go YAY! 😁We’ll keep this short and sweet. This is a 5 letter word that is the foundation of what the Freshworks Marketplace and Neo Platform seek to do through our ecosystem of apps and shared services. https://mywordle.strivemath.com/?word=qbzij Let us know in the comments once your crack it (without giving out the word). Good luck and happy wordle-ing! ✨
Hello Community Fam, We hope you’re having a fabulous start to the week! As for us, we love nothing more than a delightful and transformative customer story alongside our cuppa to begin the day with. And what better than sharing that joy with all of you. Let’s begin with some backstory. Collinson Group, a UK travel experiences and insurance company, is a global leader in customer benefits and loyalty. They deliver exceptional travel assistance and insurance products with differentiated value propositions, and loyalty solutions that win deeper, more valuable customer relationships. In late 2019, the Collinson group begun their digital transformation journey with Freshworks to improve the efficiency of customer interactions and bring services to market quicker. The main goal was to eliminate data silos, automate operations, and shift to a consumption-driven model. This was made possible with Freshdesk’s omnichannel engagement solution and its seamless integration with Amazon Connect’s
Exceptional CX is centered around data that is consolidated and interpreted into actionable insights. And having the right analytics tools and tech stack is necessary to truly understand what your customers need at every stage of the customer journey. Catch the complete conversation from Episode 1 of our LinkedIn LIVE series with our Tech Partner, GoodData, on how data analytics can elevate customer experience and how to #LevelUpYourCX with Freshdesk and GoodData. GoodData’s state-of-the-art integration with Freshdesk helps businesses get complete control of their data warehouse and level up their data and analytics strategy. Try it out for yourself by heading onto the Freshworks Marketplace.
B2B buying and selling is more complex than ever, with the average sale involving 10 people and lasting 17 weeks. And now it all has to happen remotely. Closing deals faster hits a roadblock when sales reps have to get a green signal from multiple parties and go through manual approval processes along with facing communication gaps. Sales teams and leaders need to adapt quickly to this new landscape – enabling reps with technology and shifting how they engage with prospects.Enter DocuSign for Freshsales. 🤝🏼 An integration that unifies your CRM with an e-signature solution and transforms the way you manage agreements. By digitizing the contracting process, businesses can boost revenue by up to 9%, strongly impacting their bottom line. Watch how DocuSign for Freshsales enables businesses close deals faster from within the CRM, improve seller productivity, and reduce IT complexity. Sales teams can fully automate the agreement process from custom contract generation and e-signature
With the award season all around us, we didn’t want to miss out on the fun! Roll out the red carpet for a very special edition of #TechTuesday, that brings the glitz and glam of the Grammys to our world of apps and integrations. Be it excited and elated, or jaw-dropping and mind-blowing, here’s a glimpse into how our apps feel when you install them. Let’s get this party started! Two is better than one, especially when TeamViewer integrateswith both Freshdesk and Freshservice. Source: The Wall Street Journal Woot, woot! What a sweet and swift way to seal the dealwith DocuSign for Freshsales. Source: Zip FMA toast to two powerful peas in a pod, Unbabel and Freshdeskcome together for a duet like no other. Source: SFGateLevitating towards providing delightful experiences forcustomers and employees with GoodData for Freshdesk. Source: Hindustan TimesTrending yet timeless, the Device42 and Freshservice integrationtops the chart across genres and verticals. Source: ForbesLife of the party, an
Introducing Yext AI Search for Freshdesk: Deliver the right content to every support queryMarketplace
How do your customer support teams handle the frustration that comes with the long wait times and mounting tickets when support-related content can’t be easily found?Data silos is one of the key factors affecting ticket deflection, resolution times, and critical support metrics such as the CSAT score, which in turn has a huge business impact.Bid adieu to these complex problems with a simple solution. 💡Introducing the Yext AI Search for Freshdesk, an integration that is here to help centralize all of your support content, interpret customers' intent and deliver contextually relevant direct answers. Empower your support teams with robust self-service capabilities by bringing Yext’s AI Search and natural language processing features within Freshdesk. Take a glimpse at what you can do with this power-packed integration:🔍 Optimize search experience with the data acquired from customer search queries 📑 Access all support resources like help articles, guides, FAQs, and tutorials, in a si
GoodData for Freshdesk is now LIVE | Transform your CX with the freshest app on our MarketplaceMarketplace
Hello Community Fam, Hold onto your seats and gear up as we have a very exciting announcement to share with you today. 🥁🎉 We are delighted to announce that GoodData for Freshdesk is now live on the Freshworks Marketplace, an integration that brings to together the state-of-the-art capabilities of 2 of your favourite CX solutions.The seamless integration offers businesses complete control of their data warehouse and helps turn it into actionable insights. Watch how you can empower your customer support team to leverage the advanced analytics power of GoodData from within Freshdesk. By employing this integration support teams can access critical insights that help improve your overall support metrics. Here’s how you can leverage the joint capabilities of GoodData and Freshdesk to take your CX game up a notch: Leverage powerful analytics to get actionable insights Create reports from the ground up Monitor key support quality metrics Export data in the required format Access
#TechTuesday - 3 Apps. 2 Truths. 1 Lie. 👀Marketplace
Hello, hello! We are back with our #TechTuesday series and in this week’s edition, we have our version of the popular game - 2 truths and a lie - with 3 of the freshest apps from our Marketplace. The rules are pretty simple: Each app has 3 statements and all you have to do is to identify the incorrect one and share your answers in the comments below. 1. Amazon Connect for Freshdesk Brings an easy-to-use cloud contact centre right within your support desk The call functionality can be accessed only through the larger full-page app Latest features include Live Translate, Live Transcribe, and Auto Callout 2. GoodData for Freshdesk To install the integration, you need to have a GoodData account Gets all reporting functionalities in a single page to monitor key metrics Helps create reports from the ground up with rich, easy-to-understand visualizations 3. injixo for Freshdesk The app integrates with both Freshdesk and Freshservice Ensures you have the right number of agent
Hello folks! We are super pumped to present to you the very exciting 'Deliver Delight' interview series with Freshworks' Technology Partners! According to the recently published report The Future of CX: 2022, it is quite evident that, in today’s world of digital-first experiences, customers’ preferences have drastically changed. This led us to put on our thinking cap and come up with ways businesses can equip themselves to meet these raised expectations. In this series, the industry leaders and senior managers offer their valuable insights on how businesses can extend their customer support capabilities with the right integration stack and deliver a delightful experience to their customers. On the hot seat we have: Joe Jorczak from Yext and Nityanand Gopalika from Knowlarity shedding light on combining efficiency with speed when it comes to modern customer support. Sameer Narkar from Konnect Insights explaining why having a complete view of the customer journey is not only necessa
2 weeks and 2 exceptional app launches to drive delightful CX! Yes, you heard that right.With brand-new and upgraded features, we are delighted to announce that the Amazon Connect and Freshdesk integration is now live on our Freshworks Marketplace. Bring the power of an easy-to-use cloud contact centre within your helpdesk and empower your agents to provide personalized and contextual support across every touchpoint of a customer’s journey.To thrive in the current landscape there is a need for personalized and speedy services. For contact centre teams, this means enabling agents to assist the customer to their best capabilities. Here’s how Amazon Connect for Freshdesk empowers your support team: With Amazon Connect for Freshdesk, you can empower agents to quickly pass through details like the previous call, chat, and ticket histories into the workspace without additional lookup. Focus on having more contextual and effective interactions.Here’s a glimpse into the top features of t
Hello Community fam,We have some very exciting news for you from the Freshworks Marketplace that’s sure to get you pumped up! *Drumroll please* Introducing the Freshdesk and injixo integration that is here to revolutionize workforce management. Empower your high-performance support teams with the dual powers of Freshdesk + injixo, designed with the sole purpose of boosting agent productivity and delighting customers.Today’s virtual realm comes with its fair share of pros and cons; the magnitude of which is felt by the support team. Supervisors are tasked with overseeing teams that are disjointed and distributed all across the globe. With the added woes of resource crunch, it’s a challenge for admins to manage and distribute agents based on the workload. The struggle is real. But it ends here. Here’s how you can do more with Freshdesk + injixo: Accurate forecasting and staffing Efficient skill-based scheduling Agent engagement through self-service Impact-driven reporting and
#TechTuesday - Let the games begin! 🤩🎯🌟Marketplace
Hello and welcome back :) In this week’s episode of Apps and Integrations, we want to highlight a very important motto - Work hard, play hard, relax hard. We hope all you Community members are taking the much needed time off to refresh and rejuvenate. Be it through meditation, walks, books, or sleep; to each their own. We’re pretty sure wordle is on the list for many of you. If you aren’t hooked on this viral wave yet, do give it a try. (Nope not an ad, just an enthusiastic lover of the game) So we thought why not bring a fun word game to this space! Join us as we kickstart the #TechTuesday series wherein we bring you a host of games and puzzles with an interesting tech twist. In today’s edition, we have the ‘Appy Word Search. Hidden in it are the names of some of the most popular apps and integrations on the Freshworks Marketplace. Find as many as you can and tell us in the comments below. Ready. Set. Go.
Customer feedback can be a tricky business, especially when it comes to analyzing it and creating actionable insights. There’s an art and science to getting it right. Although at times businesses find themselves questioning how fair their CX scores actually are and what’s the real ‘why’ behind them? Customer experience measurement tools take on a scientific approach with strategies and technologies that help you gauge various touchpoints in the customer journey. It helps capture how satisfied a customer feels (Customer Satisfaction – CSAT), how easy or difficult their engagement was (Customer Effort Score – CES), and their likelihood to recommend your product/service (Net Promoter Score – NPS). The only downside being it reduces customer experience to simple scores which at times are not an accurate representation of the customer’s voice that are subjective and emotional. Taking the conscious effort to accurately hear and act on the voice of your customers ensures success and fairness
Hello folks, While we settle into the rhythm of the new year, it’s also an opportune moment to set goals, draft plans, and manifest dreams. Now, wouldn’t it be great if you get a glimpse of what’s coming your way? Well, we might have just the thing for you! To enable businesses like yours to drive delightful customer experiences, we’ve put together a list of ‘apps that you are destined to adopt based on your zodiac sign’. From agent productivity, assets & incident management to reporting and analytics, the Freshworks Marketplace is home to a great many apps and integrations. Read on to find out the app destiny has in store for you: Aries (March 21 - April 19)Bold, ambitious, and known to dive headfirst into challenging situations. And what better than Slack + Freshsales Suite to help conquer the mountains along the way. This integration helps accelerate your sales cycle through real-time, context-driven collaboration across teams within Slack. Taurus (April 20 - May 20)Extremely fo
New Year. New Beginnings. 💯Marketplace
What a year 2021 has been! We are incredibly grateful to all of you for being a part of our journey. With the dawn of the new year, we look forward to reaffirmed hope, renewed energy, and refreshed ideas. As we get back into the groove, we are super excited to share all the exciting things we have in store for you in 2022. But in the meantime, we want to hear from you. How do you find our content on Apps and Integrations so far? Is it helpful to get insights on how you can do more with the Freshworks Product Suite? What else would you like to know about the apps from the Freshworks Marketplace? Is there anything specific you would like to see in this space? Any content formats you would like us to explore? Would you enjoy walkthrough demos of the integration or an interactive session with our partners on how to maximize the capabilities of the joint solution? Drop a comment and let us know. We would love to get chatting.
Hey folks,At Freshworks we are firm believers in the idea that businesses grow better together and deliver even more value to end-users when solutions can be combined. And the phrase ‘two is better than one’ resonates deeply with this.Through our newest series #IntegrationInFocus we are excited to showcase some fantastic integrations that help you extend the capabilities of the Freshworks Product Suite. First on the list today, we have Konnect Insights, that brings the power of social listening right within Freshdesk. An all-in-one solution, it helps listen to your customers, learn and engage with them through social CRM, analytics, dashboards, and crisis management amongst others. Integrating data from your social platforms to your existing ticketing platform, empowers your agents to provide seamless and enhanced support experiences. The growth of social media as one of the primary communication channels with customers makes this integration a great win for businesses. Hear from Same
Cheer and challenge in equal measure sums up the holiday season in a nutshell. For support reps, it can be the most stressful and busiest period of the year. Shipping volumes are at their highest, delivery issues are plenty due to surge in demand and weather complexities, customers expect speedy redressals, and constant reassurance; the list is never-ending and frankly exhausting. Here’s the silver lining - you can turn this dismay into delight by empowering your agents with powerful technology that helps them proactively respond to critical situations in the last mile. By bringing together your helpdesk and a delivery management platform, we want to help you overcome the challenges, complexities, and chaos of holiday season shipping. The Freshdesk - LateShipment.com integration strengthens the hands of your support team and helps you stay in control of the last mile by: Automatically triggering delivery-related tickets to be pushed to Freshdesk from LateShipment.com Sending persona
Hello folks! If you’ve been around here for a while, you’d know that we strive to make every experience, at every touchpoint synonymous with delight. With an ecosystem of thousands of apps, the Freshworks Marketplace enables businesses like you to extend, unify, and customize your experience across our product suite; delight multiplied. Hear from our customers in the e-commerce industry on how they enhanced the capabilities of the Freshworks product suite by integrating it with an app: Poundit.com, an electronics e-commerce store, based in the Philippines implemented Freshdesk for its proactive messaging solution with greater team experience, and a well-connected ecosystem of apps. Since Poundit’s storefront is hosted on a Shopify platform, the Freshdesk + Shopify integration enhanced its capabilities and brought details like order status and user information right inside the Freshdesk team inbox. This helped in increasing the response rate by 50% and boosted customer satisfaction sc
Information silos between external support and internal teams lead to unhappy customers.Managing a customer issue with disparate information is like putting a jigsaw puzzle with half data. Cross-functional collaboration is imperative to resolve complex customer issues. No customer support team can provide excellent customer service without a complete view of internal interaction. Similarly, for an internal team, it is impractical to work on any query passed down by an external agent without complete information. To increase responsiveness and improve customer satisfaction, it is pivotal to transfer the data for cross-references quickly. Customer support extends to IT, Sales finance, and beyond, and with changing times, cross-collaboration tool has become imperative. Gartner says, “Collaboration tools found renewed importance during COVID-19 for their role in ensuring the productivity of suddenly remote teams.” There has been about a 44% increase in collaboration tools since the pandemi
What does delight mean to you? To your customers? And to your employees? To help break down this very question, we hosted a live AMA session with our partners Shopify, PayPal, and Parcelhub. You can catch the full recording of the AMA session here.Did you know only 14% of consumers expect to be wowed when interacting with brands according to our new global survey. With CX taking centre stage, e-commerce businesses need a fresh approach to customer delight and a thriving operation model. Enter: Tailor-made apps for the e-commerce industry!With these industry-specific integrations, you can empower the capabilities of the Freshworks product suite and design a new-age e-commerce experience. Head on to the Freshworks Marketplace, explore and install the integrations that we have with each of these partners.Shopify + Freshdesk, Shopify + Freshsales Suite, PayPal + Freshdesk, PayPal + Freshsales Suite, Parcelhub + Freshdesk Here are the 5 key things that should serve as your north star in th
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