Improving customer contact with Freshdesk Messaging

Freshdesk Messaging is available on all of our business saas software web pages to connect our clients directly to the help team for time-sensitive product and admin user issues. Also recently connected Messaging to a retail Apple/Android app to assist users with subscription and user difficulties. Messaging is now more than 40% of our client contact which reduces equal contact by phone and email. Our clients typically are running our web-based software for their clientele to access a member portal. Many of the issues are user-related with the unfamiliarity with the software. We are able to use messaging to quickly access the product pages of our clients and direct them to solutions or provide instant support. Messaging on our app greatly assists novice app users in issues creating a profile and subscribing.