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Topics started by Vishnu Prassad

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Vishnu PrassadTop Contributor

Keyboard Shortcuts

Introducing Keyboard shortcuts to allow agents to quickly perform certain repeated operations like resolving conversations, assigning chats to a particular group/agent to improve productivity and improve agent metrics. ETA: End of H1

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3 years ago
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Enhancements to Conversation Labels

With this, you will be able to add labels to conversations, after which you can view a report of the labels added to conversations and get to those conversations to analyse and improve the process.ETA: H2

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3 years ago
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posted in Apps and Marketplace Integrations

Drive leads from Facebook and Instagram ads to chat and increase revenue!

With the Freshchat - WhatsApp integration, what you can do is divert your leads to their WhatsApp directly instead of a landing page. Your customers can chat with you via their WhatsApp and you can chat back through Freshchat, simultaneously creating a lead in your favorite CRM using our Marketplace.

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3 years ago
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posted in Messaging Channels

How did SuprDaily uses Freshchat's WhatsApp solution to deliver daily essentials to 70,000 customers

What's SuprDaily?SuprDaily is a subscription-based delivery company for milk, daily essentials like bread and eggs, and groceries. It helps people to manage their grocery needs easily from their smartphones. Founded in 2015, the brand has grown rapidly to serve thousands of users. SuprDaily has since been acquired by Swiggy (India’s largest food delivery service provider) and currently operates in 6 cities. What issues did they face? As the user base and demand for SuprDaily’s service grew 10x from a modest 5000 - 7000 deliveries daily, it became more and more impractical to support customers without a robust system in place. Customers could reach out to support via WhatsApp and a helpline number.How did Freshchat and bots solve these issues for them?SuprDaily’s support team has rapidly scaled from using a single agent WhatsApp interface to a 50+ agent team on Freshchat, managing a major chunk of the overall support volume across channels.Today, in lockdown, one of the ways that Supr m

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3 years ago
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posted in CSAT

Reduce call volumes and customer wait times using Apple Business Chat

It's time for businesses to allow customers friction-less ways to reach out to them, and the most easiest way is to provide customer support on the go. With the Freshchat - Apple Business Chat, your customers can now automatically message your business from within MessagesHow does this help your business?1. Greater RoI - Businesses achieve a 60% cost reduction per interaction compared to calls ($11 for 1 call vs $5 for chat interaction)2. Greater CSAT - 28% increase in CSAT because of instant messaging compared to long call waiting hours during Q2 2020 (Apr - June)To know how to set up your Apple Business Chat account, click here

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3 years ago
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Vishnu PrassadTop Contributor

The Freshchat - SMS integration

Talk to your customer over SMS, without having to leave the multichannel Freshchat inbox. ETA: H2

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3 years ago
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Vishnu PrassadTop Contributor
posted in Messaging Channels

Building your online store on WhatsApp with the help of Freshchat

The number of people opening an eCommerce store has seen an unprecedented growth because of Covid. If you're one of the businesses having an online business, then connecting with your customers on their messaging apps is one of the ways you can get yourself a customer for life.WhatsApp can be used in practically all the 3 stages of an eCommerce customer's journeyFind out how WhatsApp can be used to help you build customers for life

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3 years ago
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March 2020

NEW FEATURESAPIsDrop-downsNow you can include drop-downs as a response type instead of the regular reply text box in the Freshchat messenger. This is available as an API.CarouselsWith carousels you can share a list of options or list of options with images with customers like a slide show with a button to take an action. For example, if you're an e-commerce provider selling shoes, and a customer reaches out to you on chat asking for shoes in a specific size, you can share a list of shoes available in that size along with the images and a button to buy. This is also available as an API.FEATURE ENHANCEMENTSLanguagesWe've added Hebrew language to the list of Multilingual languages supported in Freshchat. You can find this under Settings > Languages.WhatsApp BusinessNow you can send images and attachments with proactive messages(template messages) in WhatsApp. For example, previously you will only be able to send a flight booking confirmation on WhatsApp, now you can send the ticket(as

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3 years ago
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Carousels, Dropdowns and Calendars for SDKs

The ability to use Carousels, Dropdown and Calendars on SDKs and make it more mobile-friendlyETA: H2

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3 years ago
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Multilingual Freddy Answers and Custom flows are here!

Freddy Answers: Freddy can now understand and respond to your customer queries in 7 lanugages - English, French, German, Dutch, Spanish, Portuguese, and Italian. Your primary language can be the most common language understood and spoken by your customers, e.g., English. Your secondary languages can be the non-English speaking geo’s your business caters to, e.g., if your business serves the EU market, you can add one of the EU languages. Find more about Multilingual Freddy Answers here Custom Flows:Your DIY bot builder can now be localized in up to 35 global languages. You can create a localized bot flow for your customers by following these steps. With multilingual chatbots, go global while remaining personal.   The language your bot will speak is determined based on certain conditions set up by your customers or by you. Find more about Multilingual Custom Flows

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3 years ago
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Bots that work across messaging channels

Build a bot that works no matter where your customers are: Apple Business chat, Facebook Messenger or WhatsApp BusinessApple Business ChatFacebook MessengerWhatsApp Business

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3 years ago
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Group Notifications, Add-on's and more!

NEW FEATUREGroup NotificationsWhen a conversation gets assigned to a Group, all agents in that group will now be notified of the chat assignment.FEATURE UPDATESAdd-on's in Billings pageAdd-on's will now be displayed in your Billing's page inside Freshchat. For example, if you a user in Blossom plan and you have a feature from Estate/Garden plan enabled for you as an add-on, it'll now be displayed in your Billing settings. Previously this was not there.RBAC for Reports and DashboardYou can now define roles and permissions for Dashboard and Reports. You can restrict metrics shown based on custom roles.

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3 years ago
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June 2020

PlaceholdersImprove your customer engagement with personalized conversations using placeholders. With placeholders you can use attributes to personalize your conversations,Basic user properties - your customer details (Eg: Customer First Name)Agent properties - your agent details(Eg: Agent Full Name)Custom user properties - custom data you add to Freshchat about your users (Eg: Customer order IDRead MoreLINE IntegrationYou can now integrate LINE Messenger with your Freshchat account and engage your customers on one of the everyday messaging apps that they use. Read MoreMeetings (iOS, Android, React Native SDKs) Meetings feature is now supported in Mobile SDKs. You can share your schedule and customers and prospects can book meetings from within your app. FEATURE UPDATESPlaceholders for Advanced AutomationsAdvanced Automations now has a special set of placeholders that you can use only with it.Read MoreMultilingual Custom FlowsYour DIY bot builder can now be localized in up to 35 global

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May 2020

Carousels(iOS, Android and React Native SDK)Now you can share a catalog of options on your mobile SDK with Carousel APIs.Messenger VisibilityWith this feature you can make your Freshchat messenger to stay visible, hidden or only visible within your working hours (Global Business Hours).Read More>Keyboard ShortcutsCarry out common actions with speed using Keyboard Shortcuts. Read More>FEATURE ENHANCEMENTSAuto-resolve by GroupsNow you can auto-resolve conversations assigned to specific Groups.Read More>RBAC for TopicsRoles and Permissions is now supported for Topics. You can provide/restrict access to Topics at a granular level.

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3 years ago
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Multilingual Custom Bot

Automate your customer engagement in 40+ languages supported by Freshchat with the help of our Custom Bot ETA: End of H1

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3 years ago
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Vishnu PrassadTop Contributor

April 2020

We came up with a few new features and renamed a couple of features.NEW FEATURESAdvanced Automations App(Marketplace)Automate your daily chat workflows, save time for Agents, and help them focus on tasks that matter with Advanced Automations app. You can automate 4 workflows out of the box. You can also create more based on your business needs.Drop-down(iOS and Android SDK)Now you can include drop-downs as a response type instead of the regular reply text box in Freshchat. This is available as an API.GIF support(iOS)GIF images are now supported in iOS SDK.FEATURE ENHANCEMENTSRenamed FeaturesWe renamed a bunch of capabilities to help you and your team better understand what they can do,Inbox > Team InboxTeam Members > AgentsTeam Member Availability Report > Agent Availability ReportIn-App Messages(in Campaigns) > Targeted MessagesAway Experience > Offline ExperienceQuick Access > FilesLabels > Conversation LabelsEvents Capture > User EventsUsage Details > User

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3 years ago
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Apps on Customer Messenger

Add apps to your messenger that enable your customers to self serve better.                                                                                                                                                                                 ETA: H2

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3 years ago
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Bot flow reporting

Get a better understanding of what parts of the bot stories work and what interactions require additional improvements.*Directional Mocks - Subject to changeETA: End of H1

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3 years ago
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February 2020

NEW FEATURESSmart Reminders (iOS)With Smart Reminders you can set reminders for messages (for example, if you have promised a customer that you'll get back in an hour) or about setting yourself active/inactive on IntelliAssign.FEATURE UPDATESSiri ShortcutsWe have added two new Siri shortcuts - i) check your IntelliAssign status,  ii) get the count of chats pending in your queueTeam Member Settingsi) You can Add and Edit team members in bulkii) Invited (pending acceptance) and Deleted team members get displayed in a separate listiii) You can create filters to group team members based on certain conditions

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3 years ago
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January 2020

NEW FEATURESLive TranslateRespond to customers in their language. Translate messages exchanged between customers and agents in real-time.Read More >MeetingsBook meetings 24x7 for your business right from Freshchat with the new Meetings feature.Read More >User Events Tracking (iOS and Android)Now you can track user behaviour on your mobile app. The actions they perform will be displayed as events under the 'Events Timeline' in your Freshchat Inbox.FEATURE ENHANCEMENTSNew Customer MessengerWe've given the Freshchat Messenger a new look and feel. We're delivering on our promise to make messaging modern, personal and more accessible than ever.

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3 years ago

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