Oct 27, 2020

Freshworks: Customer-For-Life Software

Freshworks
Freshchat
Freshdesk
Freshservice
Sean Galea-Pace
5 min
Freshworks: Customer-For-Life Software
Healthcare Global explores Freshworks and overviews its most popular platforms in the last of six articles...

Freshworks provides a suite of products that combine the power of sales, support, and marketing software together so that you not only communicate more effectively but also keep track of the full 360º view of your customer data.

The company offers Freshworks 360 - the ultimate customer-for-life software suite - which allows engagement with customers at all steps of their journey. Freshworks solutions and experts can support, accelerate and improve inventory management efforts as your supply chain and business grows. It provides omnichannel customer engagement, in-context collaboration and integrated experience. Its products include:

  • Freshdesk - Empowering support teams to work together and resolve customer issues more quickly and efficiently.
  • Freshservice - Streamline IT services and manage internal requests from employees.
  • Freshchat - Engage with website visitors and product users for sales and customer success.

In this article, we examine Freshworks’s most popular platforms - Freshdesk, Freshservice and Freshchat.

1. Freshdesk

Through Freshdesk you can streamline all customer conversations in one place, automate repetitive work and save time, as well as collaborate with other teams to resolve issues faster and more. Support is now simplified, with conversations made easier, collaborations stronger, support more automatic, answers available faster and insights made more accessible.

Freshdesk has been created to propel agent productivity and speedy response to customers. Agents can easily stay on top of all tickets and work together with teammates to easily resolve customer issues. Through the power of collaborative ticketing and AI, Freshworks enables its customers to deliver the best customer experience. Unlike email, its ticketing system has been created with team collaboration and agent productivity in mind. This means that you can do more than just send replies. This will allow for every ticket to be prioritised based on keywords, while every ticket can be assigned to a specific agent or group to avoid confusion about who should be working on which ticket. Filter tickets based on specific properties so the most important tickets that agents should work on are at the forefront.

Features include:

  • Collision detection: See who else is viewing or replying to the ticket.
  • Canned responses: Save replies to common tickets and reuse them.
  • Smart notifications: Get notified within the tool about ticket updates.
  • Custom ticket views: Choose which tickets you want to see first.
  • Merging tickets: Merge tickets about the same issue into one.
  • Activity log: View all agents and systems activities on the ticket.

2. Freshservice

Through Freshservice you can:

  • Do more with less with powerful automations
  • Automate repetitive tasks through powerful workflow automation that harness support through virtual agents and AI-powered chatbots.
  • Accelerate service delivery
  • Introduce service management on a single platform to form silos, improve time to resolution, decrease costs and improve visibility.
  • Deploy quickly and at scale
  • Quickly develop enterprise-grade customisations through Freshservice’s no-code platform. This allows for expert onboarding, migration services and 24/7 support.

Its features include:

Incident management - This allows users to raise tickets via email, self-service portal, phone, or in person. Users can track, prioritise, assign and automate resolution processes to drive service desk efficiency.

SLA Management - Its software lets you set a number of SLA policies to create task deadlines based on a number of different business hours or ticket categories. This enables tickets to be resolved based on priority.

Automations and AI - Keep ahead of high priority tasks and things that need attention. Freshservice allows for intelligent decisions to be made through AI and ML while the automations take care of the other lower priority tasks.

Self-service portal - Allow users to look up solutions from the knowledge base and let them raise requests directly from your service desk’s support portal, which can be customised to reflect your brand’s identity.

3. Freshchat

Freshchat is a tool that helps users engage and can delight customers wherever they are - whether that’s web, mobile and social messengers.

Freshchat is the messaging solution for all stages of the customer journey. Through Freshchat you can turn your website into a working conversion machine. A website is an indispensable source of conversions and revenue. However, the stumbling block is that content shock and attention scarcity is real. Visitors averagely spend six seconds on a site and then drop off. With conversational, proactive and automated one to one messaging, you can take your website out of the conversion vacuum.

  • Triggered Messages - drive visitors to sign up for your product, check out items added to the cart, subscribe to your newsletter and more.
  • Email Campaigns - trigger or schedule email campaigns to drive signups or purchase with prospects - based on actions they take on your website, product or app.
  • Bots - bots can generate and qualify leads for your team through customised workflows that are designed to meet your goals.
  • Visitor Intel - get an understanding of who the visitors are, their navigation path, behaviour on the site and more to make conversations that resonate.
  • Clearbit Integration - understand who you’re talking to without introducing any lengthy forms on your website.

Through Freshchat, you can drive uncertain customers to become successful users. If you’re growth focused, you’ll understand that sign up isn’t the end of the story. The real growth begins when users find value from using your product. Users can utilise Freshchat to make onboarding and product education easy and segment users, personalise messages to perfection and convert sign ups into active, engaged users.

 Interested in learning more? Sign up today for a free trial.  

Share article

Jun 12, 2021

How can the healthcare industry build trust with consumers?

#patienttrust
#holistic
#technology
Jacqueline Bourke
5 min
Jacqueline Bourke, Director of Creative Insights for EMEA at Getty Images, tells us how healthcare providers can build greater trust with consumers

 
One of the many ways the pandemic has impacted society is that it has firmly cast the healthcare industry in the public spotlight. From producing ventilators and PPE to developing life-saving vaccines, consumers have looked to pharmaceutical and healthcare companies to keep us safe and find a way out of the Covid-19 crisis.  

As a result, healthcare companies have an opportunity to build upon this and utilise their marketing to drive greater engagement and trust with consumers. When it comes to effective marketing, it’s vital to remember the important role which visuals play. Consumers increasingly engage with brands through the visual communications and storytelling they absorb while online or browsing through media channels. These visual communications can have a huge impact not only on consumer purchasing decisions but also the relationship between brands and customers. 

At Getty Images, we work with healthcare companies throughout Europe to advise them on their visual content. This study forms part of the research for our insight platform Visual GPS, which looks at the key factors affecting consumer decision making and how that impacts their visual choices.

In partnership with YouGov, we surveyed 10,000 consumers globally and have been tracking this consumer sentiment for the past two years. This latest deep-dive into the healthcare industry is part of our wider on-going research, and aims to better understand how consumers in different regions are interacting with the healthcare sector and what motivates their visual preferences. 

Our research revealed that many companies are not using visuals as effectively as they could. In the UK, for instance, the vast majority of consumers do not feel represented by the visual communications which businesses are producing – only 7% of British respondents to our global Visual GPS survey say they felt represented. That is even lower than the global average of 14%.

This latest deep dive into the healthcare industry has uncovered some important insights that can help us better understand how consumers in different regions are interacting with the healthcare sector. 

Mental health should be centre stage 

A key finding shows that mental health remains a highly relevant issue for consumers. Over nine in ten British consumers think it is important to talk about mental health and put it on an equal footing with physical and emotional health. Not surprisingly, 55% of British consumers believe that more people are being diagnosed with depression due to the Covid-19 pandemic.   
 
There is a growing awareness of the importance of mental health across Europe. Health and pharmaceutical companies should acknowledge this in their visual communications but do so in an empathetic and compassionate way. Only five years ago, visuals around mental health often  depicted people alone, isolated and expressing feelings of shame, whereas now we are seeing a more empathetic and supportive approach to visualising mental health - with an increasing number of positive visuals showing support groups, or individuals proactively seeking and finding support.

Visual communications that show support for mental well-being in a meaningful way will resonate deeply with consumers.  

A more holistic approach 

Another key finding is that consumers want to focus more on holistic health. Our survey found that the majority of UK consumers place an almost equal importance on emotional, physical and mental health, and almost three quarters (73%) placed the health and well-being of family as a top priority. 

It’s important that healthcare companies reflect this. Our research paired with ongoing image testing revealed that consumers want to see visuals that humanise healthcare, so companies should consider visualising inclusive care across intersecting factors such as age, ethnicity and gender. Brands can help establish trust with their customers by highlighting a collaborative relationship between medical professional and patient, as well as ensuring that their visual choices feel genuine. 

Technology and innovation in healthcare are gaining traction

Thirdly, eHealth and purposeful innovation was another key finding. Consumers want innovation that will meaningfully support their care. Particularly in Europe, the older generation will pay more for brands that use technology to provide advice and recommendations, while Gen Z & Millennials are willing to pay for self-service capabilities. It’s important therefore for healthcare companies to incorporate purposeful innovation in their visual communication and demonstrate consumers at the centre of accessible eHealth. 

Given these insights, what visual content do consumers expect to see from pharmaceutical brands? Our research highlighted three key themes.  

  • Consumers want to see how healthcare companies fit into people’s lives. Accessible health services are a key factor here. Decision makers should build trust by showing consumers at the centre of a holistic healthcare ecosystem.   
  • Consumers want to see the emotional rewards others get from using a healthcare company. This can be achieved by building brand loyalty through empathetic and inclusive visual storytelling.
  • Finally, consumers want to see people who are similar to them and their lives. British consumers want to see people that look like them and reflect their lived experiences in advertising and brand communication. Decision-makers should ensure that their visual communication is inclusive and authentic and represents the diverse population of the market in which they’re operating.  

Ultimately, the key to successful visual storytelling for pharma and healthcare businesses is to ensure that they understand what matters to their audience while establishing trust of care. An important element of this is authentically representing the full spectrum of the population. That means representing all ethnicities, ages, abilities, body shapes, sexuality, religion and genders, to ensure patients of all backgrounds feel included and represented.  

Healthcare brands should bear in mind that, as a result of the pandemic’s impact on healthcare systems around the world, consumers may be feeling anxious about whether they will be able to access care if they need it. The healthcare industry has an opportunity to reassure customers and build greater engagement and trust by showing them that they matter through inclusive visuals that represents them authentically at the heart of brand storytelling. 

Share article