Freshworks, a global leader in customer engagement software, has integrated its customer engagement suite with the WhatsApp Business solution to offer on-the-go conversational support via WhatsApp. Over 1.5 billion people from 180 countries use WhatsApp to stay in touch with friends, family and businesses, anytime and anywhere. Especially in Malaysia.
Freshworks now helps businesses efficiently manage and route user conversations happening on WhatsApp and other channels, via Omniroute, Freshworks’ patent-pending technology within their customer engagement suite. Omniroute provides customer service agents with a unified view of customer inquiries regardless of channel and helps them respond to those inquiries more efficiently. What results is better customer service and more efficient support through WhatsApp and the rich variety of other seamlessly integrated channels in the Freshworks platform.
Freshworks recently launched Proximity, a set of features for Freshchat, their modern messaging software to bring businesses closer to users. The integration with the WhatsApp Business solution further fulfills this promise while giving businesses the power to manage conversations at scale. 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.