[Freshchat Introduction] Text-based Customer Service Leads You to Digital Transformation

In the previous blog introducing Freshworks, we mentioned Freshchat, a text-based customer service platform that integrates multiple instant messaging apps.

Customer Service Moves Toward Digitalization

A study from MIT found that companies with mature digital services are 26% more profitable than their competitors.

Digital customer service may sound like an easy task for all businesses. However, it is crucial to create a digital service experience that sets you apart from the competition and builds long-term relationships between your customers and your brand.

Related reading: Digitally Mature Firms are 26% More Profitable Than Their Peers

80% of Shoppers Only Buy from Brands with Personalized Interactions

Personalized interactions help deliver the right message to your customers at the right time while increasing the chances of making a sale. Additionally, it contributes to building brand image and brand recognition.

Friendliness and Politeness Are the Roots of a Positive Customer Service Experience

A good digital customer service experience not only involves actively listening to your customers but also ensures that customers can reach you easily through multiple channels such as email, chat apps, SMS, websites, and social media. It also requires timely interaction with customers and designing automated personalized conversations to make them feel cared for. This is the reason text-based customer service was created.

Advantages of Text-based Customer Service Platforms

Proactive Service

Using chat triggers, you can proactively contact customers and initiate conversations without interrupting their daily workflow.

Omnichannel Service

A text-based customer service platform allows you to design customer interaction flows across different platforms using a single system. Customer service agents do not need to switch between platforms to resolve issues.

24/7 Support with Chatbots

Chatbots provide frontline customer support and offer assistance to customers around the clock, helping to retain potential customers while reducing the workload for support agents.

Enhance Customer Loyalty

Text-based customer service platforms effectively open new opportunities for businesses online and build long-term relationships with customers through personalized service, increasing satisfaction and loyalty.

Conversation History with Customers

No one likes to repeat the same issue over and over again. With a text-based customer service platform, agents can easily view past interactions with customers, allowing the team to solve issues collaboratively without losing context.

Greater Convenience for Customers

Customers can ask questions directly while browsing the website without having to make a phone call, reducing customer churn.

Why Freshchat?

Freshchat Connects Services

Freshworks had a clear goal from the beginning: to combine the best of desktop and mobile messaging. Freshchat not only integrates with commonly used messaging apps such as Line, WhatsApp, FB Messenger, and Apple Business Chat but also allows you to design your own website chat widget. This makes it easy for businesses to offer multiple communication channels while consolidating all channels in one place, allowing customer service teams to respond efficiently and avoid missing any inquiries.

In addition to integrating with other Freshworks products such as Freshworks CRM and Freshdesk, Freshchat can also integrate with various other customer support systems such as Zendesk and Salesforce.

Provide Context Support by Integrating Customer Records from All Platforms

When your responses offer the correct contextual solution to a customer's previous issues, it provides personalized service, minimizes customer effort, and improves satisfaction.

Before purchasing a product, conversations with sales representatives can be referenced within the Freshchat interface, along with purchase records, product details, and customer information. With this data, the service team can quickly understand customer needs and offer relevant support, creating an empathetic problem-solving approach.

Automatically Assign Tasks to Support Agents

In addition to basic round-robin task assignment and limiting the number of tickets per agent, you can automatically assign tickets to the appropriate agent or team based on message content or user-defined rules.

For example, you can set up a rule to assign all tickets containing the words “refund” or “payment” to more experienced agents.

Defining rules in Freshchat is very simple. Just set the condition in the “If” block and specify the action in the “Then” block.

Create a FAQ Section

You can create FAQ articles in Freshchat for the most frequently asked topics by customers. This helps speed up resolution time and enhances the efficiency of self-service.

You can categorize these articles so customers can quickly browse and find the information they need.

Additionally, your team members can share these articles during conversations, which not only standardizes responses but also speeds up case handling.

Freddy Chatbot Available 24/7

Today’s customers expect immediacy and personalization in their interactions with brands, which is why adding a chatbot as a communication channel has become essential for business growth.

With Freshchat, you can set up chatbots to respond to specific frequently asked questions, offering a simple way to interact with visitors. You can also customize the appearance and feel of the chatbot components to reflect your brand identity.

Promote Purchase Desire with EDM Campaigns

With Freshchat, you can schedule the delivery time of marketing emails to announce news, monthly promotions, webinar invitations, and more. You can send these one-time emails to selected customers.

You can also set up triggered emails based on who the customer or lead is, where they come from, and what actions they have taken on your website.

You can track the status of these emails such as sent, opened, and click-through rates via the triggered email report page to analyze which emails have higher engagement.

Easily Generate Various Analytical Reports

Freshchat Reports help you easily generate different types of data analysis, monitor ticket resolution status, team performance, and customer satisfaction.

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Freshworks is highly flexible, offering a variety of configurations and integrations based on user needs.

Feel free to contact us to request a trial or learn more about Freshworks features and information.

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