Freshchat

We use Freshchat to listen to our customers' issues and problems and forward their concerns to the required support team, which can help address and resolve their issues. We integrate it with Freshdesk and even use the bot to raise service requests or report incidents of customers additionally freddy bot is providing ai enhanced bot experience

• Increased the support satisfaction survey by 30%.
• Reduced load of work for Agents by 40%.
• Helped automating more than 20 services.
• increased productivity and time of resolution for employees incidents

Freshdesk, Freshservice

We use Freshchat mainly for WhatsApp support channel. Our team handles customer interaction through live chat and provides instant support to our customers' queries with efficiency with minimum effort. Freshchat allows us to handle a large number of interactions and provide support timely. It helps us reduce wait time by managing multiple conversations simultaneously. The ability to classify chats based on the support a customer needs helps us assign chats to the right teams for first-contact resolution. Also with advanced automation and the canned response feature, we can automate repetitive tasks and manual efforts. Overall Freshchat enables us to enhance our customer service by allowing over 20 agents to use the platform to manage hundreds of interactions daily.

• Increased efficiency and reduced response time: With the help of automation tools agents can manage multiple conversations simultaneously which can reduce response times and resolution time leading to more customer satisfaction. Since we implemented Freshchat we managed to achieve CSAT ratings above 80%.
• Improved team productivity. With the help of tools like internal notes and chat routing agents can collaborate within the team and improve team productivity. While agents can handle more conversations in a shorter time and team leaders can also monitor and manage performance. I can say our team's productivity increased by at least 30% since we have Freshchat implemented. Where our competitors handle same number of conversations with almost double the team size.
• Bot capacity to handle complex queries. Companies would save more if the bot could handle more complex queries and hand over less interaction to human agents.

Zendesk Explore, Slack and Freshdesk

Slack, Zendesk Explore, Zendesk Suite

We do seamless Integration with FreshChat and Cloud Telephony System. To increase agent productivity and first-call resolution.

• After Integrate Freshchat we reduce agents first response time by 35%.
• FreshChat automation allowed us to 24/7 support without increasing headcount.

Freshdesk, Freshsales, Freshdesk Omni, Freshservice, Zendesk Suite, Zendesk Sell and ServiceNow IT Asset Management

ServiceNow IT Asset Management, Zendesk Sell, Zendesk Suite, Freshsales, Freshdesk, Freshservice

We use it as our CRM, lead capture from website, social media, WhatsApp and email marketing, we created workflow to automate our communication with our customer

• Definately positive, today we closed a deal for prospect in Dubai, have been following up for months, it helped us in follow up automation,
• It has automated our repeative work over WhatsApp and email
• Our all new financial year campaigns are lined up, we are excited to use Freshchat for revenue growth

TeleCRM and Zoho CRM

Calendly, TeamViewer, Bigin by Zoho CRM

We have two departments that use chat and have different requirements. We use the chatbot to identify what the customer needs and directs that customer to the correct department, ensuring that all the repetitive questions an agent would need to ask are done prior to connection. This saves the agent time and ensures we can assist the customer in a timely fashion when the customer is then connected to an agent.

• Sometimes chat wouldn't appear on the website, and we couldn't figure out why, then realised it was due to a past year's holiday that still remained in the system. This would mean we may take a hit on staff resource, which Freshchat could usually handle with guiding customers to Self-Help.
• Obviously, the reverse of that is when it is on and works, it saves resources. Leaving our customers either happy or able to still connect with an agent if they can't find what they are looking for.

Atlassian Jira, Horizon