Freshworks partners with Meta to help firms boost conversational customer experiences By CIOTechOutlook Team

Freshworks partners with Meta to help firms boost conversational customer experiences

CIOTechOutlook Team | Tuesday, 07 February 2023, 03:45 IST

Freshworks, a global software-as-a-service (SaaS) company with roots in Chennai, announced a partnership with Meta (formerly Facebook). Through this partnership, businesses will be able to use Freshworks' conversational AI bots to automate communication with customers through Facebook Messenger, Instagram Messaging, and WhatsApp, which will help them retain more customers.

Support, sales, and marketing teams can easily engage customers and prospects thanks to the integrations of Meta Business Messaging with Freshworks' CX and CRM tools.

Businesses can customise and automate message journeys for each channel using Freshworks AI-powered bots. They can also design workflows across multiple channels or languages and quickly train bots with NLP learning capabilities.

"Messaging is how people and businesses want to communicate and get business done. Businesses of all sizes are embracing this shift and finding new opportunities to better engage with customers, offer support, and drive sales," said Kyle Jenke, Business Messaging, Director of Partnerships at Meta.

"We're excited to work with Freshworks to make WhatsApp available for more businesses to better manage the end-to-end customer journey on our messaging platform," Jenke added.

As per Forrester, 68% of consumers indicate that they are more inclined to choose a company that offers convenient communication when given the choice of where to make a purchase.

"Freshchat and Freshmarketer seamlessly integrate with Meta's main messaging platforms -- WhatsApp, Instagram Messaging and Facebook Messenger -- enabling businesses to communicate with their customers quickly and easily, resulting in a better customer experience," said Prakash Ramamurthy, Chief Product Officer at Freshworks.

Freshworks, a global company with headquarters in San Mateo, California, serves more than 60,000 clients, including Allbirds, Blue Nile, Bridgestone, Databricks, Klarna, NHS, OfficeMax, and PhonePe.

The Nasdaq-listed company's worth increased to $12.2 billion after it opened 21% above the $36 per share original offering price in September 2021.

The company's Founder and CEO Girish Mathrubootham had highlighted that the IPO created a lot of wealth for its employees as more than 500 of its employees turned crorepatis (millionaires).

Girish Mathrubootham, the company's founder and CEO, had emphasised that the IPO greatly increased the wealth of the company's employees because more than 500 of them became crorepatis (millionaires).