Freshworks, the enterprise software-as-a-service (SaaS) company, has rolled out Freshworks CRM for eCommerce, a customer relationship management service to let employees engage their buyers more directly, a press release said.
This will happen via “modern messaging channels” like WhatsApp and let the employees have more personalized experiences.
The release said a recent study found that 96% of customers experiencing bad customer service had their ideas of the brands affected negatively.
The Freshworks’ platform lets any business “compete on the same footing as the biggest names in e-commerce,” by integrating multichannel messaging with eCommerce platforms, across marketing, sales and support, to help businesses segment their audience and automate and personalize their messages.
“Our first solution with a true 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,” said Prakash Ramamurthy, chief product officer at Freshworks. “This marks a major step toward our product vision of helping businesses delight their customers.”
PYMNTS wrote that Freshworks filed a $1.03 billion IPO earlier this year on Nasdaq.
The report says the IPO was backed by Accel and Sequoia Capital and priced 28.5 million shares at $36 each.
Freshworks is headquartered in Silicon Valley, though it was founded in Chennai, India.
“We believe there’s no reason why, with today’s technology, companies should be forced to use multiple tools to engage with customers across their entire lifecycle,” the company said in its SEC filing, and “… we envision a new product experience that breaks down data silos and creates unified experiences.”