In an announcement to the media on Wednesday, Freshworks stated that because the Covid-19 pandemic continues to unfold, incoming ticket quantity has surged on the Freshworks platform — doubling in affected industries in March 2020 as in comparison with March 2019.
“Deploying technologies that make it easy to connect with customers and address their issues is more important than ever before as companies adjust to an increasingly digital service environment,” stated Prakash Ramamurthy, Chief Product Officer at Freshworks. “As Slack’s first-to-market buyer help companion, we’re uniquely positioned to assist enterprises reply to inbound buyer requests by way of the most well-liked channels-based messaging platform.”
Now, inside Slack, help brokers can straight collaborate with teammates in different departments, resembling billing, gross sales, and logistics, to safe related data and take speedy motion to shut tickets and enhance the shopper expertise.
“The Freshdesk and Slack integration help us stay better connected with each other, with our developers, and with our customers which is critically important right now,” stated Eric Holliday, head of knowledge and techniques administration of Springer Nature, one of many main worldwide analysis publishers, which depends on Freshdesk to handle buyer inquiries.