Global research shows overwhelming demand for proactive service, with 69% of customers indicating a clear preference for brands that offer notifications and support
London /PRNewswire/ - Freshworks, a global innovator in customer engagement software, announced its latest advance in AI, wherein it can provide predictive insights into key conversion moments that empowers Sales, Support and Success to proactively identify and act upon customer needs and opportunities. Embodying the core concept of Freshworks' brand promise of delivering "Customer-for-Life Software", Freddy, Freshworks' powerful AI engine, now leverages real-time behavioral data gathered by the Freshworks suite to predict which customers are most likely to close, reformulate common FAQs via chat or voice to serve customers better, or engage with users who might churn.
New Predictive Capabilities that Drive Engagement at Every Customer Touch Point
"AI is driving massive disruption in the CRM space providing opportunities for brands to engage customers more deeply than ever before. Businesses who are adopting AI are quickly discovering that the real value is found by breaking down silos and providing predictive capabilities across the organization. Done correctly predictive AI should optimize operations, engender customer engagement and improve the experience at each and every interaction," said Esteban Kolsky, Principal of ThinkJar and leading CRM analyst.
The AI-powered predictive engagement engine addresses unfulfilled demands of businesses to meet customer's increasing expectations. Recent Freshworks proprietary research* showed that the risks and rewards have never been more acute. The survey of 3,000 individual consumers across the United States, United Kingdom, Germany, France, India, and Australia, demonstrated that 69% have a clear preference for brands that offer proactive notifications and service. Nearly a third would also be willing to pay a premium for great service experiences. Conversely, 56% of those surveyed would stop doing business after a single incident of poor service. In the US, the risk is most dramatic with nearly 70% of consumers saying they would walk away after just one bad experience. Moreover, the risk is amplified with 60% of those saying they would share their displeasure with others as they make their way out the door.
"Today's consumers are extremely demanding and expect a great experience," says David Thompson, CMO, Freshworks. "The predictive engagement engine by Freshworks helps sales personnel identify and capitalize on opportunities and enables support teams to smartly predict leads, identify frustrated customers and optimize performance."
Freshworks new predictive engagement engine follows the customer to support them every step of the way. To learn more about Freshworks click here.
Freshworks provides customer engagement software to businesses of all sizes, making it easy for customer support, sales and marketing professionals to communicate more effectively with customers and deliver moments of wow. Freshworks offers a full suite of SaaS (Software as a Service) products that create compelling customer experiences and lets businesses share a 360-degree view of relevant customer information internally.
Founded in October 2010, Freshworks Inc. is backed by Accel, Tiger Global Management, CapitalG and Sequoia Capital India. Freshworks is a 2,000 + team headquartered in San Mateo, California, with global offices in India, UK, Australia and Germany. The company's cloud-based suite is widely used by over 150,000 businesses around the world including the NHS, Honda, Rightmove, Hugo Boss, Citizens Advice, Toshiba and Cisco.
For more information, please visit www.freshworks.com.
*The New Rules of Customer Engagement survey was conducted online using a third-party opt-in application. Approximately 3,000 consumers across 6 regions and ages 18 and older were surveyed, equally divided between male and female with varying household incomes.
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