Freshworks Customer Service Suite
Freshworks recently launched Customer Service Suite with a focus on conversational customer service. The Customer Service Suite is an AI-powered and seamless omnichannel solution that brings together self-service, conversational support and case management in a single solution. All this together lays the foundation for companies to meet their customers' expectations and set new standards for support excellence.
Traditional customer service
Traditional customer service is often transaction-based. It can be difficult to create a genuine customer experience when the interaction is strictly structured and takes place remotely. Furthermore, this form of interaction can often lead to misunderstandings between the customer and the agent, and lead to inefficiencies. The emergence of digital communication channels has reshaped this and increased expectations for personalized, immediate support.
Conversation-based service
The term conversational service is used to describe a customer service approach that relies on messaging apps and chatbots to communicate with customers. The emphasis is on authentic, human interactions.
Conversational customer service differs from traditional customer service in a few ways:
1. first, it is asynchronous, which means that customers can send messages whenever they want and receive a response when an agent is available.
2. Second, it uses chatbots to automate simple tasks, such as answering common questions.
3. Finally, it relies on artificial intelligence (AI) to personalize every conversation.
Live chat agents and conversational AI are used to create an experience that mimics human-to-human conversations, rather than a series of disjointed interactions.
The strengths of conversational customer support
Conversational customer service offers a range of benefits for both businesses and customers:
✔ Personalized customer experience - Authentic conversations build trust and relationships.
✔ Faster response times - Conversational customer service allows for immediate, real-time interaction.
✔ Increased customer satisfaction - The conversations create a unique opportunity for support agents to gain a comprehensive understanding of customer issues. Understanding and meeting the needs of individual customers improves satisfaction and loyalty.
✔ Cost savings - With built-in generative AI, agent productivity is improved and streamlined.
Functionality of the Customer Service Suite
Customer Service Suite's seamless omnichannel solution for self-service, call support and case management delivers rapid ROI through:
✔ Automated self-service with Freddy Self Service across multiple channels.
✔ Single interface for agents across multiple channels, where Freddy Copilot supports by suggesting answers, recommending actions and summarizing events.
✔ Advanced case management for seamless collaboration across multiple teams.
✔ Proactive insights with Freddy Insights, which proactively analyzes data via generative AI.
✔ Increase productivity with AI-powered workflow automations.
The future of conversation-based customer support
In summary, the future of conversational customer service is moving towards a more intelligent, personalized and seamlessly integrated experience that leverages the strengths of both AI and human agents. Freshworks The Customer Service Suite allows businesses to embrace technology now to exceed their customers' expectations.