Vonage and Freshworks Announce Partnership

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Freshworks and Vonage have partnered to integrate the Vonage multichannel messaging API directly into Freshdesk.

The aim of this partnership is to enable support experiences where customers can open, update, and close tickets and interact with agents via SMS, WhatsApp, or Facebook Messenger.

The standard phone call and email channels that once were enough for customer support won’t cut it anymore.

Customers today expect immediate access to support on the channels they prefer – not just the ones a business happens to offer – and they want quicker resolutions to their issues.

Any business that aspires to deliver an exceptional customer experience (and, honestly, is there any that doesn’t these days?) must elevate the engagement capabilities of their helpdesk solution.

Recognizing this need, Freshworks and Vonage have partnered to bring two-way messaging communication to Freshworks’ Freshdesk, its helpdesk software.

The partnership integrates the Vonage multichannel messaging API directly into Freshdesk, enabling support experiences where customers can open, update, and close tickets and interact with agents via SMS, WhatsApp, or Facebook Messenger.

How Vonage Messaging for Freshdesk Works

Vonage Messaging for Freshdesk, available now on the Freshworks Marketplace, is powered by the Vonage Messages API. It provides the only two-way messaging connector to Freshdesk.

The simple open-source connector allows businesses to seamlessly integrate multiple messaging channels into their Freshdesk software without having to manage separate APIs and software updates for each channel or sink development costs into building those capabilities from scratch.

Here is how it works:

  1. A customer opens a Freshdesk ticket using their preferred messaging channel (SMS, WhatsApp or Facebook Messenger).
  2. An agent claims the ticket, and Freshdesk automatically informs the customer via their preferred channel.
  3. The agent updates the ticket, and Freshdesk sends the customer an update.
  4. The conversation continues until the ticket is closed.

With Vonage Messaging for Freshdesk, brands can build and customize their support experiences to suit their businesses and their specific customer needs.

They can leverage the connector to build support workflows that improve customer satisfaction, get to resolutions quicker, and drive efficiency to reduce support costs.

For example, they can introduce voicebots, chatbots, and other forms of AI into their customer interaction workflows to streamline their processes and more efficiently process queries.

Because the Messages API is built on the global Vonage Communications Platform, businesses can seamlessly deliver all these rich messaging capabilities to customers around the world.

With greater access to and control of their tickets on the messaging channels they prefer, end users will enjoy higher customer satisfaction.

At the same time, businesses will reduce call volumes as many customers opt for messaging over calling and achieve faster issue resolution when agents can field several issues simultaneously via messaging.

Author: Robyn Coppell

Published On: 7th May 2020
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