[Freshworks] 3 Ways to Elevate Customer Experience with Freshworks

In today’s highly competitive and product-saturated market, service quality has become the ultimate differentiator for small and medium-sized businesses (SMBs).

Many believe that delivering a great customer experience (CX) requires a large budget or a full IT department. In reality, choosing the right platform allows even small teams to achieve enterprise-grade customer service and operational efficiency.

Freshworks provides a complete suite of customer experience solutions that empower teams of all sizes. Covering marketing, sales, customer service, and IT service management, it offers an integrated SaaS ecosystem designed to deliver efficient, personalized, and seamless customer interactions without the complexity of traditional enterprise systems.

1. Streamline Sales with Freshsales to Capture Every Opportunity

Many small businesses lose potential leads because their sales processes are fragmented or untracked.With Freshsales, you can centralize information, monitor progress, and improve conversion rates through features such as:

• 360° Customer View: Access all contact history and deal details in a single dashboard.

  
  

  

• Visual Sales Pipeline: Track every opportunity with a clear and intuitive Kanban-style view.

  
  

  

  
  

• AI-Powered Insights: Freddy AI identifies the best time and method to follow up with prospects.

  
  

  

  
  

2. Create an Omnichannel Support Hub with Freshdesk

Customers now interact with brands across multiple channels, including Facebook, LINE, live chat, and email. Managing these scattered messages can be challenging for SMBs, often leading to missed inquiries or duplicated work.

Freshdesk helps unify all communication channels into one centralized platform, allowing your support team to respond quickly and consistently.

• Supports email, social messaging, live chat, and web forms.

  
  

  

  
  

• Automatically categorizes and assigns tickets, reducing human error.

  
  

• Enables SLA tracking to ensure timely issue resolution.

  
  

  

  
  

No matter where the conversation starts, your team can manage every customer inquiry from a single interface, improving both efficiency and satisfaction.

3. Use Freshchat and Freddy AI to Deliver 24/7 Engagement

Customers increasingly expect instant responses, yet small teams may not have the resources for round-the-clock live support.

By integrating Freshchat with Freddy AI, businesses can deploy intelligent chatbots that handle routine requests and FAQs even outside business hours.

• Provide instant answers to common questions.

• Guide users through form submissions or ticket creation.

• Understand intent and route conversations to the right department.

With natural language processing (NLP) technology, Freddy AI delivers conversations that feel natural and efficient, ensuring customers stay connected and supported anytime.

A small team does not mean limited capabilities. With the right technology, SMBs can create world-class customer experiences, enhance loyalty, and drive long-term growth.

Whether you are a startup, a growing local brand, or a traditional business embracing digital transformation, Freshworks is your reliable partner for modern, scalable, and intelligent CX.

Want to discover how Freshworks can help your business deliver exceptional customer experiences?Contact the DevOps Tec consulting team today and explore the CX solution that fits your goals best.

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