Designed to Delight
Discover our top new product capabilities and solutions from the second half of 2022 .
Freshchat now provides one central inbox to configure and maintain support for emails. Businesses can configure their support email addresses and bring emails right into Freshchat.
Agents can access all customer interactions, irrespective of the channel, and have truly personalized conversations. Available now.
Conversation Switch enables a one-click view of customers’ historical conversations, across channels, right inside the Freshchat inbox. Agents are now armed with complete context when customers reach out on multiple channels for the same or different issue. Coming soon.
Smart Reply offers real-time autocomplete suggestions on live chat. It uses Machine Learning to offer recommendations, which allows agents to speed up resolutions while handling more chats concurrently. Now in Beta.
Support Admins can use a single widget to power live chat and self-service AI. The conversations widget supports all Freshchat features and use cases, making it easier for admins to deliver conversational engagement. Available now.
Auto Triage, powered by Freddy AI, gives smarter and more accurate recommendations for automatically populating the ticket fields, like Priority. Auto Triage learns from historical ticket data to provide the right predictions for daily repetitive tasks and gives your team more time to focus on addressing other critical issues. Available now.
Bring the best of ticketing and internal communication together with the Freshdesk and Microsoft Teams integration. Support agents can now stay updated on their assigned tickets in Freshdesk and quickly share tasks with other teams. Available now.
Break silos and bring distributed teams together by enabling easy collaboration with this partnership. Customer Success Managers can start conversations on Slack right from the Freshdesk Customer Success interface and get help from colleagues in cross-functional teams. Available now.
Collaborate, coordinate, and communicate efficiently with Threads and streamline conversations on a chat-like experience. With threads, agents can have more focused discussions on a ticket or topic without cluttering the conversation pane. Coming soon.
Identify the right leads to reach out to with AI-powered lead scoring. Add positive and negative signals based on their product usage and other contact properties. Available now.
Boost productivity with an improved contact management experience. Make customizations more effortless with the new and easy to use UI. Visualize and manage your contacts in a list, table, or Kanban view to work the way you like, perform quick actions, and save time. Available now.
Gain insights from your sales team's conversations and convert more deals in your pipeline. Gong analyzes your customer-facing interactions across phone, email, and web conferencing to deliver your team the insights they need to close more deals. Available now.
Engage with your audience on Instagram and Facebook through social media campaigns in Freshmarketer. Plan and create posts with images and videos, add captions, and schedule them across channels to save time. Analyze performance of your posts like impressions, reach, and interactions to improve your social engagement. Available now.
Deliver personalized product recommendations to your customers based on their purchase and browsing behavior. Freddy AI analyzes your customer data to recommend the right products for the right customers. You can upsell and cross-sell products to encourage repeat purchases and bring customers back to your store. Coming soon.
Extend IT service management principles and automation to all teams like HR, Finance, and Legal. Create a multi-department service desk to enable IT and business teams to coexist on a single service management solution. Each department gains control and visibility over their work without compromising security. Coming soon.
Meet and exceed service level agreements through a service-level aware CMDB. Discover IT assets, map interdependencies, monitor business and technical services, and prioritize incidents and alerts based on impact. Coming soon.
Use newly added communication channels - Whatsapp, Microsoft Teams, and Freshservice mobile app (iOS and Android) - to power collaboration and streamline incident management with 24/7 agent availability across the IT service desk and operations teams. Coming soon.
Make data backed decisions with AI-powered predictive analytics capabilities. Forecast key business metrics such as ticket volumes, first response time, and average resolution time to proactively take action. Early access for Freshdesk.
Easily build reports that truly reflect your unique business scenario with custom metrics and custom attributes, the all-new report builder experience, and advanced report sharing capabilities. Coming soon.
Create and deliver personalized NPS surveys and analyze responses to improve user satisfaction with the brand-new survey functionality. Created ground-up using Neo’s Modern App Architecture, this capability is used in Freshdesk Customer Success as an NPS feature and also scaled up as a standalone survey product, Freshsurvey. Available now.
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