Support is a team game. Customer queries often require agents to team up, collaborate across groups (sometimes, even organizations) to find answers. The major challenges that teams face when trying to support customers are: Difficulty in collaborating and communicating, Lack of visibility into activities and Difficulty in monitoring performance.

Fifteen days ago, we launched Freddy, ‘a (hu)man’s best friend’, a conversational AI ‘omnibot’ that vastly improves customer experience across all channels of customer engagement: email, chat, social, and voice. We’ve envisioned Freddy as your favorite pet canine, but with a twist: Freddy’s glasses balanced on his cybernetic snout bely his tireless intelligence.

Get excited! With September comes the start of fall, which means a range of new app integrations. Track feedback, trends, and growth more efficiently with apps like Ybug, DirectCall, and ScopeAI, just to name a few.

It’s been another exciting month here at the Freshdesk Marketplace and we’ve added 50+ apps to our directory this month alone! Here’s a quick look at some of the apps that were added to the Marketplace which could help boost agent (and admin) productivity.

Freshworks, the global leader in customer engagement software, is making its presence felt in San Francisco during Salesforce’s annual event Dreamforce 2018. As a part of a campaign they are calling #Failsforce, Freshworks will be hosting a live press conference from a blimp above San Francisco with Freshworks customers who have switched from other CRMs.

This October will mark the one year anniversary of Freshdesk Mint. We rebuilt Freshdesk from the ground up a year ago to make it faster, easier and more intuitive to use. Our aim was to improve the overall experience we offered businesses so that they can support their customers more effectively.

Freshworks, the leading provider of cloud-based customer engagement software, announced today the launch of a unified marketplace platform that allows companies and developers to easily build apps that give access to a 360-degree view of customer information. In addition, the marketplace platform also provides a simple interface for customers to easily browse, try and install trusted applications with one-click.

As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need (especially with 75 percent of executives looking to actively implement AI in the next three years). The benefit of customers engaging with these tools means that agents can get involved with fewer support requests and focus their attention on the ones that truly need a human touch.