CRM
Freshworks | April 27, 2022
Freshworks Inc. a software company empowering the people who power business, launched Freshworks CRM for e-commerce, a customer relationship management (CRM) solution with a unified customer record across conversational marketing, sales and customer support. Built for direct-to-consumer brands and digital retailers, the CRM solution empowers employees to engage their buyers directly through modern messaging channels, providing them with more personalized and delightful experiences. Freshworks CRM for e-commerce is now available directly from Freshworks and also on the Shopify App Store.
A recent study found that 96% of consumers who experienced poor customer service said that it affected their loyalty to a brand. In a world where consumers click to buy more on social, mobile and online channels, creating a $7.4 trillion digital commerce market by 2025, the line between customer service and purchasing decisions have blurred. But most existing CRM solutions force businesses to take an ‘add and integrate’ approach for sales, marketing and support, which fragments the buying and servicing experiences for customers.
Freshworks CRM for e-commerce helps companies engage customers on modern messaging channels including WhatsApp and text messaging across marketing, support and sales, empowering any business to compete on the same footing as the biggest names in e-commerce. It natively integrates with e-commerce platforms and packages marketing automation, multi-channel campaigns (email, chat, WhatsApp, and SMS), and conversational sales and support (live-chat and AI chat bots) to help businesses segment their audience, automate and personalize messages, and delight customers with proactive support. Buyers gain nearly instant answers to their questions and businesses can unify customer support insights across digital channels.
“Our first solution with a unified data model, Freshworks CRM for e-commerce, was built to help local businesses act on a complete view of the customer so they never have to do things they hate—like repeating order information or wading through irrelevant products and promotional emails. This marks a milestone in our product mission of helping businesses delight their customers,” said Prakash Ramamurthy, Chief Product Officer at Freshworks.
Early adopter, Dr. Renita Rajan, Managing Partner at The Lip Balm Company said, “With Freshworks CRM we can now deliver a personalized and delightful experience. Engaging our customers with context, turning visitors into sales, and keeping customers happy with exceptional customer support is helping our business grow.”
A unified customer record powered by Freshworks CRM for e-commerce will now enable businesses to:
Win the right customers. New “Multichannel Engagement Journeys” help marketers create comprehensive customer profiles and run segmented marketing campaigns based on their purchasing behavior across email, chatbots, SMS, WhatsApp, and social platforms like Instagram and Facebook.
Delight existing customers. New “Conversational Engagement” features like out-of-the-box chatbot templates for e-commerce, and order information available in the Agent Inbox all help support teams increase purchases and grow lifetime loyalty with personalized messaging and cart abandonment prompts without leaving the Freshworks platform.
Optimize the channel mix. Move away from costly assisted channels such as voice calls to offer digital-first, self-service customer support. As a result, companies can reduce operational costs and increase customer satisfaction by providing instant answers from a digital storefront.
Grow the business. Track all aspects of commerce to decrease time to order, drive repeat revenue and customer lifetime value (CLTV) with insights that sync contacts, purchase history, and relevant data between e-commerce platforms and Freshworks’ marketing automation solution.
Add right-sized capabilities. The new Freshworks CRM for e-commerce solution is modular, so companies can start with the marketing solution and then add support, or vice versa, to bring these teams closer than ever before with a unified CRM.
“Delivering a truly incredible online customer experience begins with making it easy for them to discover, purchase and ask for help whenever they need it, The best companies in the world find a way to unify commerce and support channels as consumers expect to complain and communicate in the same places they order and ask for refunds. Freshworks is helping businesses do that.”
Brent Leary, co-founder, and partner of independent analyst firm CRM Essentials
Freshworks CRM for e-commerce is built on the Freshworks Neo platform, which enables a unified customer record with an ecosystem of thousands of apps and shared services.
About Freshworks Inc.
Freshworks Inc., makes business software people love to use. Purpose-built for IT, customer support, sales and marketing teams, our products empower the people who power business. Freshworks is fast to onboard, priced affordably, built to delight, yet powerful enough to deliver critical business outcomes. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 56,000 customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.
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CRM
Aircall | February 24, 2022
As a CRM platform partner of choice for Aircall since 2016, HubSpot is now further investing in its #1 most installed telephony integration. This investment shows an extended sign of support to Aircall’s product and service. With this reinforced partnership, Aircall continues to accelerate on its mission: empowering every professional to have richer conversations, by building a leading ecosystem around voice and phone communications.
Together, Aircall and HubSpot provide fully integrated customer success strategies, closely aligned product distribution, and deep collaborations to their partners and solutions provider networks.
At Aircall, we’ve been working to build a customer-obsessed culture. We’re looking forward to continuing a strong relationship with HubSpot, as we both create tools and services that are used and loved every day by thousands of customers. Integrating our products through a strong and open ecosystem paves the way for the future of voice.”
Olivier Pailhes, Co-founder and CEO, Aircall
By investing in Aircall, an early adopter of their service, HubSpot shows that their shared vision is paving the way for even more opportunities in the future.
“We aim to support companies that help businesses grow better, and Aircall meets that description. Its game-changing voice communications platform is now the most installed phone app on our platform, a powerful indicator that our customers see the value of integrating their voice channel with their CRM. We’re excited to continue to deepen our collaboration with Aircall as we both work to create remarkable end-to-end experiences for our customers.” — Andrew Lindsay, Senior Vice President of Corporate and Business Development at HubSpot.
About Aircall
Aircall is the phone system for modern businesses. An entirely cloud-based voice platform that integrates with popular productivity and help desk tools such as Salesforce, HubSpot, Slack, and many others, Aircall was built to make phone support easy to manage, accessible, transparent, and collaborative. Aircall believes that voice is the most powerful way to communicate with customers, prospects, candidates, and colleagues. It is designed to enable delightful moments of human connection. Aircall was founded in 2014 and has raised over $226 million in funding. With offices in New York, Paris, Sydney, Berlin, London, and Madrid, the company currently has over 600+ employees.
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CRM
SugarCRM | February 22, 2022
SugarCRM announced it has been named “Best CRM Platform” by CX Today, in its inaugural CX Awards program honoring forward-thinking vendors that bring trailblazing visions of customer experience to life. Winners were announced Feb. 17 during an online awards ceremony.
CX Today received hundreds of entrants across each of their ten award categories, and noted that finalists and winners have gone above and beyond to pave paths to CX excellence. Winners were selected by a panel of distinguished CX analysts, practitioners, and thought leaders.
According to CX Today, “CX is evolving at an unprecedented rate. Low-code, AI-infused innovations are powering a digital revolution, which is taking the industry by storm. Not resting on their laurels, innovative technology providers strive to keep up with the fast-paced expectations of modern customers. In doing so, they enable their clients to harness new capabilities that differentiate customer experiences.”
The Sugar platform enables businesses to create profitable customer relationships by delivering highly relevant and personalized CX throughout the customer journey. With SugarPredict, sales, marketing, and customer service professionals can work smarter, not longer, with machine learning and predictive analytics improving the odds of success.
We are honored to be named ‘Best CRM Platform’ in CX Today’s inaugural CX Awards. This recognition underscores our commitment to reduce the heavy administrative burden CRM applications place on sales and marketing personnel by letting the platform do the work to eliminate blind spots, busy work, and roadblocks.”
Christian Wettre, Senior Vice President and General Manager, Sugar Platform, SugarCRM
About SugarCRM
SugarCRM is how marketing, sales, and service teams finally get a clear picture of each customer to help businesses reach new levels of performance and predictability. Sugar is the CRM platform that makes the hard things easier.
Thousands of companies in over 120 countries rely on Sugar to achieve high-definition CX by letting the platform do the work. Headquartered in Silicon Valley, Sugar is backed by Accel-KKR.
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