Freshworks launches next-gen customer messaging product 'Freshchat'

Freshworks, the leading provider of cloud-based business software, today announced the launch of Freshchat, a next-gen messaging product that helps businesses better communicate with their customers. Freshchat provides a suite of website and in-product engagement capabilities which help businesses capture more leads and drive sales.

As per the 2016-17 Gartner CMO Spending Survey, nearly two-thirds of marketing leaders plan to increase digital ad-spend in 2017. Marketers are spending more on digital marketing to attract customers to their websites and apps, but end up converting only two to three percent of these visitors into customers.

To solve for this, Freshchat enables businesses to target visitors with highly contextual messages to increase engagement and thereby conversions. Once the end user responds, an intelligent bot screens and qualifies leads effortlessly before bringing in a sales rep. This information is auto-synced into the CRM, providing context for sales reps and enabling intelligent conversations.

Freshchat breaks from legacy live chat tools to deliver a modern messaging experience that customers expect, similar to personal messaging apps like WhatsApp or Facebook Messenger. Leveraging technology from recent acquisitions, Freshchat enables smarter conversations without the burden of traditional live chat on either party - no missed chats or sessions timing out for the customer, and no staffing up during peaks for the business.

Freshchat can integrate into websites, web-apps, native mobile apps, and other messaging products like Facebook Messenger. Freshchat offers in-product campaigns for on-boarding and engagement, a unique integrated FAQ experience to encourage self-service, and advanced features to route and manage conversations for customer support.

"Businesses today want to provide their consumers with contextual, intelligent and personalized chat experiences," said Girish Mathrubootham, CEO and Founder of Freshworks. "We believe there is a huge gap that live chat products don't address compared to consumer messaging apps, which are creating high benchmarks for user experience. Sales and support agents need to be empowered with a single platform that provides the flexibility to engage with prospects and customers who are always multi-tasking. We are excited to offer a game-changing chat offering with unique sales and support capabilities that push the boundaries of an already well-established business communication channel."

"At MakeMyTrip, we are always looking to use innovative technology to make travel seamless and hassle-free for our customers. We are using Freshchat to solve for our customers' needs with precision, in real time. Not only has it ensured that our customers receive prompt personalized experiences, it has also brought in operational efficiencies that make assisted buying extremely scalable," said Rajesh Magow, Co-founder and CEO-India, MakeMyTrip.

In addition to the standalone chat offering, Freshchat will integrate into Freshsales and Freshdesk, making it easy for sales and support teams to adopt the product into their workflow. Freshchat is available to businesses of all sizes, with a free plan for companies with less than ten team members in sales and support.