Freshworks, the US-based provider of cloud-based customer engagement software, reimagined the business to consumer (B2C) messaging with Proximity. The new suite of updates to the modern messages software, Freshchat, will help businesses improve their communication with prospects and customers by combining the power of text, audio, video, and social messaging.
Proximity is designed to make communication more personalised and contextual in order to fulfil the promise of messaging as an acquisition and engagement channel. The tech firm expanded its footprint into the Middle East market in June last year.
“Freshworks has been focusing on providing a 360-degree view of the customer to businesses. Proximity in Freshchat fulfils the promise by enabling support teams to be where the users and business prospects are. Our new set of features will empower businesses to enhance their customer-support efforts by being even closer to consumers,” said Girish Mathrubootham, the CEO of Freshworks.
Business messaging has become a critical customer engagement channel. A study by Facebook shows that messaging has grown to be the second most preferred mode of communication for users to reach out to their choice of businesses. Among consumers who message businesses, 53% are more likely to shop with a business that has a real-time chat function.
The new features in Proximity include co-browsing, a feature which provides single-screen-sharing with real-time audio and video. Moreover, Facebook Messenger’s integration with Freshchat enables businesses to reach prospects and customers on a large scale, while OmniChat allows users to use Freshchat’s messenger from any tab on Google Chrome.
The firm will launch more enhancements and features in the coming weeks, to include live video recordings and automated translations.
Freshworks was founded in October 2010, with its software being used by 150,000 businesses around the worl, including the NHS, Honda, and Toshiba.