Thursday, 18 April 2019 06:04

Freshworks launches integration with WhatsApp Business

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Freshworks launches integration with WhatsApp Business Supplied

Customer engagement software vendor Freshworks has integrated its software suite with the WhatsApp Business solution so that it can offer immediate conversational support via this channel.

The company said in a statement on Wednesday that it was able to help businesses through its Omniroute technology for which it has sought a patent.

Omniroute gives customer support staff an unified view of inquiries no matter the channel, and also helps them respond more efficiently.

Freshworks recently launched Proximity, a set of features for Freshchat, the company's messaging software that it claims will bring businesses closer to users.

The integration with WhatsApp means responses can be text, images, GIFs, attachments or even canned responses.

The Freshchat dashboard provides separate insights on WhatsApp conversations, like chat volume and productivity within the WhatsApp channel. The integration is already available in four continents leveraged by support and sales functions across verticals like e-commerce, media, travel, and finance.

"Users no longer have to jump through hoops to reach out to a business - all they have to do is flip out their mobile and engaging with their favourite brand is just a message away on WhatsApp,” said Freshworks chief executive Girish Mathrubootham.

“Omnichannel customer engagement is becoming imperative to providing great customer support. The integration with the enormously popular WhatsApp platform enables customers and prospects to get in touch with businesses instantly, offering support through this widely used medium of choice.”

Supr Daily, a direct to home dairy products delivery service in India, uses the Freshchat integration with the WhatsApp Business solution.

“Today’s customer wants a convenient way to reach out to brands. WhatsApp is a user-friendly way to communicate; as such, it’s also the easiest way for many of our customers to reach out to us.” said Tarkeshwar Singh, senior product manager at Supr Daily.

“We actively promote WhatsApp as a medium to connect with us and we now see about half of our customers use it for support queries. The Freshworks integration made it possible for us to provide great quality and quick support to our customers, which is indispensable in our business.”


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Sam Varghese

Sam Varghese has been writing for iTWire since 2006, a year after the site came into existence. For nearly a decade thereafter, he wrote mostly about free and open source software, based on his own use of this genre of software. Since May 2016, he has been writing across many areas of technology. He has been a journalist for nearly 40 years in India (Indian Express and Deccan Herald), the UAE (Khaleej Times) and Australia (Daily Commercial News (now defunct) and The Age). His personal blog is titled Irregular Expression.

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