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Monday, March 20, 2023

Freshworks and Meta Partner to Automate Communications

Freshworks and Meta Partner to Automate Communications

Companies around the world are increasing customer retention by using Freshworks’ conversational AI bots to automatically communicate with buyers via WhatsApp, Instagram Messaging, and Facebook Messenger.

International companies such as MTN Cameroon in Africa, Body & Fit in Europe and The Giving Movement in Dubai have used Freshworks’ Freshchat, Freshdesk and Freshsales products to improve the efficiency of their customer support on the Meta messaging platform.

With over 2 billion daily active WhatsApp users, nearly 2 billion daily active Facebook users and over 2 billion monthly active Instagram users, Meta offers the world’s most popular messaging platform.

Easy to participate

The integration of Meta Business Messaging with Freshworks’ CX and CRM products enables support, sales and marketing teams to easily engage with customers and prospects. With Freshworks AI-powered bots, businesses can customize and automate messaging journeys for each channel, configure workflows across multiple channels or languages, and efficiently 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, provide support and drive sales,” said Director, Business Messaging Kyle Jenke said. Meta partnerships. “We’re excited to partner with Freshworks to make WhatsApp available to more businesses to better manage the end-to-end customer journey on our messaging platform.”

According to Forrester, 68% of consumers say that if they can choose where to shop, they are more likely to choose a business that facilitates communication. That’s why companies like The Giving Movement deliver exceptional customer engagement with Freshworks’ WhatsApp and Instagram integration. The UAE-based sustainable fashion brand’s focus on proactive conversations rather than transactional messages is resonating with a global customer community.

purpose driven

Nick Fisher, COO of The Giving Movement, said: “We are a purpose-driven brand and we believe in a customer-first approach. Freshworks enables us to communicate with our customers through the channel of their choice. Resolve customer inquiries from multiple channels in a single view – helping us further realize our vision through our customer community.”

Another joint client, MTN Cameroon, the local carrier for Africa’s largest telecommunications operator, used the Freshworks integration with the Meta messaging channel to achieve its goal of increasing digital communication with its customers and increasing the number of ways they can connect. “About two years ago, we had only 20% of our customers supporting digital penetration, and most of our customers came to our physical stores and contacted our call centers. Today, the integration of Freshchat with WhatsApp and other messaging channels allows us 40 It is impressive that % of our customers can reach us through digital channels. We believe that this number will continue to grow in the near future in line with our channel digitization strategy,” said Imani Masuke, Digital and Innovation Specialist. — trade arab news agency

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