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[Freshworks Customer Service Suite] Integrated Support Tools for a Better Customer Experience

  • 作家相片: DevOps Tec
    DevOps Tec
  • 2025年8月1日
  • 讀畢需時 2 分鐘

已更新：2025年9月5日


Freshworks has always aimed to build an omnichannel system that supports users from pre-sales to after-sales service, and even internal IT service management. Among its offerings, the most well-known is the customer service system Freshdesk Omnichannel, which is popular among many customers for incorporating key customer service features, including:


  1. Freshdesk: Ticket management system

  2. Freshdesk Messaging: Live chat system for customer service (does not include marketing automation features)

  3. Freshdesk Contact Center: Customer service call system


To meet customer needs and promote the use of marketing automation in customer service, Freshworks introduced the more comprehensive Customer Service Suite, which allows you to experience ticket management and live chat in one place , and even apply marketing automation based on customer segmentation！



The fully upgraded and integrated Customer Service Suite not only includes ticket management and live chat features, but also incorporates marketing automation. In addition to standard customer service operations, you can now design a series of marketing campaigns based on different customer types and needs, and track everything on a single platform.


  • Customer Service Platform & Ticket Management

  • Comprehensive ticket tracking

  • Support for multiple customer service channels

  • Advanced ticket management to boost efficiency

  • Customer self-service capabilities

  • Support for Various Chat Channels

  • Customizable chatbot responses

  • Unified customer service platform

  • Customer journey mapping

  • Reporting and analytics features


The Customer Service Suite combines all the features of the above two products, enabling service agents to respond to customers faster and improve overall satisfaction.



So, what can we do with the Customer Service Suite?


Omnichannel Automation & Self-Service


With AI chatbots, customers can access self-service options anytime, across any channel.




Provide Full Customer Context for Agents


Customer service teams can enhance efficiency using a unified workspace and AI-powered tools.




Seamless Cross-Team Collaboration


Facilitates collaboration and responsibility tracking across teams throughout the customer service process.




Faster, Smarter Decision-Making


Decision-makers can rely on AI-generated proactive insights to make data-driven decisions.




Faster Time-to-Value & Greater Impact


Easy-to-deploy, use, and scale solutions with integration flexibility across nearly 1,200 applications.






🔎 Have you started managing your customer service team with a service management system?Contact us now to apply for a trial of the new Customer Service Suite features!











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