Freshchat: Customer messaging software built for scale
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 one of Freshworks’s most popular platforms - 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.
This can be done through:
- In-app messages.
- Email Campaigns.
- User Segmentation.
- Campaign Insights.
- Multi-channel Messaging.
- User Intel.
Getting ready for cloud data-driven healthcare
As healthcare continues to recognise the value of data and digital transformation, many organisations are relying on the cloud to make their future-forward and data-centric thinking a reality. In fact, the global healthcare cloud computing market was valued at approximately $18 billion and is expected to generate around $61 billion USD by 2025.
At the forefront of these changes is the rapid adoption of cloud-based, or software-as-a-service (SaaS), applications. These apps can be used to handle patient interactions, track prescriptions, care, billing and more, and the insights derived from this important data can vastly improve operations, procurement and courses of treatment. However, before healthcare organisations can begin to dream about a true data-driven future, they have to deal with a data-driven dilemma: compliance.
Meeting regulation requirements
It’s no secret that healthcare is a highly regulated industry when it comes to data and privacy – and rightfully so. Patient records contain extremely sensitive data that, if changed or erased, could cost someone their life. This is why healthcare systems rely on legacy technologies, like Cerner and Epic EHRs, to manage patient information – the industry knows the vendors put an emphasis on making them as secure as possible.
Yet when SaaS applications are introduced and data starts being moved into them, compliance gets complicated. For example, every time a new application is introduced into an organisation, that organisation must have the vendor complete a BAA (Business Associate Agreement). This agreement essentially puts the responsibility for the safety of patients’ information — maintaining appropriate safeguards and complying with regulations — on the vendor.
However, even with these agreements in place, healthcare systems still are at risk of failing to meet compliance requirements. To comply with HIPAA, U.S. Food and Drug Administration 21 CFR Part 11 and other regulations that stipulate the need to exercise best practices to keep electronic patient data safe, healthcare organisations must maintain comprehensive audit trails – something that gets increasingly difficult when data sits in an application that resides in the vendor’s infrastructure.
Additionally, data often does not stay in the applications – instead healthcare users download, save and copy it into other business intelligence tools, creating data sprawl across the organisation and exposing patient privacy to greater risk.
With so many of these tools that are meant to spur growth and more effective care creating compliance challenges, it begs the question: how can healthcare organisations take advantage of the data they have without risking non-compliance?
Yes, healthcare organisations can adhere to regulations while also getting valuable insights from the wealth of data they have available. However, to help do this, organisations must own their data. This means data must be backed up and stored in an environment that they have control over, rather than in the SaaS vendors’ applications.
Backing up historical SaaS application data directly from an app into an organisation’s own secure cloud infrastructure, such as AWS or Microsoft Azure, makes it easier, and less costly, to maintain a digital chain of custody – or a trail of the different touchpoints of data. This not only increases the visibility and auditability of that data, but organisations can then set appropriate controls around who can access the data.
Likewise, having data from these apps located in one central, easily accessible location can decrease the number of copies floating around an organisation, reducing the surface area of exposure while also making it easier for organisations to securely pull data into business intelligence tools.
When healthcare providers have unfettered access to all their historical data, the possibilities for growth and insights are endless. For example, having ownership and ready access to authorised data can help organisations further implement and support outcome-based care. Insights enabled by this data will help inform diagnoses, prescriptions, treatment plans and more, which benefits not only the patient, but the healthcare ecosystem as a whole.
To keep optimising and improving care, healthcare systems must take advantage of new tools like SaaS applications. By backing up and owning their historical SaaS application data, they can do so while minimising the risk to patient privacy or compliance requirements. Having this ownership and access can propel healthcare organisations to be more data-driven – creating better outcomes for everyone.