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What does it do?

  • Customer Support
  • Omnichannel Communication
  • Ticketing System
  • Chatbots
See more

How is it used?

  • Text to Insights/Analytics
  • Text to Interactive Content
  • Text to Application
  • Data to Insights/Analytics

Details & Features

  • Made By

    Freshworks
  • Released On

    2010-06-14

The Freshworks Customer Service Suite is an AI-powered omnichannel solution that enhances customer support by integrating various communication channels and leveraging advanced AI capabilities. Trusted by over 67,000 businesses worldwide, it streamlines workflows, automates tasks, and provides intelligent insights to improve the overall customer service experience.

Key Features:
- Omnichannel support for email, text, social media, and other communication channels
- Advanced ticketing system with AI-driven prioritization and management
- Intelligent chatbots for 24/7 self-service support
- Unified agent workspace combining data, tools, and processes
- Collaboration tools for easy teamwork and information sharing
- AI-driven insights and analytics for proactive issue resolution
- Streamlined administration with workflow automation and customization options

How it Works:
The Freshworks Customer Service Suite is primarily accessed through a web app, providing a seamless experience by integrating various customer interaction channels into a unified workspace. Agents can manage conversations, access customer data, and collaborate with team members without switching between tools. The suite's AI capabilities, powered by Freddy AI, automate routine tasks, provide intelligent insights, and enhance overall efficiency.

Integrations:
The suite integrates with popular tools and platforms to enhance productivity and streamline workflows, including:
- Shopify: Connects to Shopify stores for multi-channel customer engagement
- Salesforce: Unifies customer data in one view, reducing the need to switch between tools
- Jira: Connects engineering and support teams, providing a 360-degree view of tickets and issues

Use of AI:
The Freshworks Customer Service Suite leverages generative AI through Freddy AI, which assists in tasks such as updating customer return information, providing automated responses, and generating insights from customer interactions. Freddy AI is built on advanced AI models that enable it to understand and respond to customer queries effectively.

AI Foundation Model:
The specific AI foundation model used by Freddy AI is not disclosed in the provided information.

How to Access:
The Freshworks Customer Service Suite is available as a web app, making it accessible from any device with internet connectivity. It also offers APIs and SDKs for further customization and integration with other systems.

  • Supported ecosystems
    Unknown, Shopify, Freshworks, WhatsApp, Meta, iOS, Apple, Android, Google
  • What does it do?
    Customer Support, Omnichannel Communication, Ticketing System, Chatbots, Analytics
  • Who is it good for?
    -

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