Freshworks, Meta Partner to Help Businesses Elevate Conversational CX

Freshworks Inc., announced global companies have increased customer retention by using Freshworks’ conversational AI bots to automate communication with buyers through WhatsApp, Instagram Messaging and Facebook Messenger.

International companies like MTN Cameroon in Africa, Body & Fit in Europe and The Giving Movement in Dubai have elevated their customer support efficiency on Meta’s messaging platforms using Freshworks’ trademarked Freshchat, Freshdesk and Freshsales products.

With more than 2 billion daily active WhatsApp users, nearly 2 billion daily active Facebook users, and more than 2 billion monthly active Instagram users, Meta provides the world’s most-used messaging platforms. The Meta Business Messaging integrations with Freshworks’ CX and CRM products make customer and prospect engagement easy for support, sales and marketing teams. With Freshworks AI-powered bots, businesses can tailor and automate messaging journeys for each channel, configure workflows across multiple channels or languages and train bots with natural language processing 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.

According to Forrester, 68 percent of consumers say that if they can choose where to make a purchase, they are more likely to go with a business that offers convenient communication. That is why companies like The Giving Movement deliver customer engagement through Freshworks’ WhatsApp and Instagram integrations.

Nick Fisher, COO of The Giving Movement said, “We are a purpose-driven brand and we believe in a customer-first approach. Freshworks enabled us to communicate with our customers through the channel of their choice. With the omnichannel function, we were able to address customer queries from multiple channels in a single view – thus helping us further our vision through our customer community.”

The Freshworks Neo platform and its native integrations with popular communication channels allow businesses to configure these channels and more as they expand and grow without needing expensive custom development, complex deployments or IT support. This helps reduce the friction of scaling communication across messaging apps and can make it easier to adapt to evolving customer needs.