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Every business owner or manager knows that winning over customers goes beyond offering an excellent product or service. It takes more than your front-office engagements and back-end operations to build long-lasting customer loyalty.

While you may already know the importance of providing prompt and effective customer service, you need to appreciate the place for swiftness in responding to customer requests and inquiries.

To keep the tricky balance between speed and quality carefully, the need for customer service automation comes into play in helping you find ways of increasing efficiency, productivity, and collaboration.

As a result, there will be very little, if any, human support, especially when dealing with repetitive tasks, answering simple FAQs, or troubleshooting common issues. 

By leveraging artificial intelligence (AI), harnessing the potential of automation technologies has become effective at handling customer care tasks, resolving problems in real-time, handling repetitive tasks, and helping customers resolve their challenges fast and with minimal or no human interaction.  

If you’re considering deploying customer care solutions across your customers’ communication channels and meeting them right where they are, you have come to the right place. 

This guide is a deep dive into the Freshworks Customer Service Suite to help you understand and appreciate customer care automation, its benefits, and why most companies choose Freshworks to support their business strategies. 

Importance of Customer Service Automation 

While customer service is the lifeline of any business, successfully implementing it can be arduous. Problems like rising costs, long wait times, or unending ticket backlogs make delivering the much-needed support exceedingly tricky.  

Thankfully, with the entry of automation, there’s been a complete turnaround in customer service delivery that leads to better-equipped support agents, more satisfied customers, and opening the world of revenue growth. Furthermore, Statista reports show that over 88% of customers visit company websites expecting to encounter automated self-service practices.  

Automated customer service refers to an enterprise using technology to assist their new or existing customer instead of humans. The process of automation, which is mainly powered by artificial intelligence (AI), leads to a highly seamless experience in handling the customer care desk when dealing with repetitive tasks, eliminating the need for human interaction. 

The primary purpose of automating customer support is to resolve customer issues fully. However, even in hopeless situations, automation could also enable business owners to enhance efficiency and improve customer experience. Experts have predicted that by the year 2025, 95% of customer interactions will be automated.  

A recent report from Deloitte on the importance of AI in enterprises showed the importance of businesses, whether big or small, to embrace AI. As per the report, 94% of the business leaders said AI was crucial for business as we head towards the future. 

However, they decried that at least 42% of small business owners found it challenging to implement AI-related technologies. While the statistics may show a grim picture, the good news is that Freshworks has designed an easy-to-use, efficient, and highly scalable tool to help automate customer service issues – the Freshworks Customer Service Suite. 

The tool aims to address the rapidly growing importance of artificial intelligence in the business sector and is designed to eliminate barriers surrounding the implementation of AI and make generative AI accessible and affordable to businesses of all sizes.   

What is Freshworks Customer Service Suite? 

Freshworks Customer Service Suite is a dynamic all-in-one solution that transforms customer service while improving operational efficiency. At its core, the AI-powered Customer Service Suite integrates automated ticketing, agent-led conversational messaging, and self-service bots to create a super-charged customer support system offering an all-in-one solution.

The product comprises a unified agent workspace as a central hub that grants customer care professionals customer care context and AI-powered tools for almost instant issue resolution. Furthermore, the Suite’s advanced ticketing capabilities foster seamless collaboration and empower agents to address customer concerns quickly.        

The most impressive feature of the Freshworks Customer Service Suite is its native AI engine, Freddy AI, powered by advanced technology. By combining ticketing and conversational engagement with AI, the Freshworks Customer Service Suite is the go-to customer service solution for small and large enterprises. Moreover, Freddy is designed to streamline solution management and simplify administrative tasks to facilitate faster implementation.    

The Freshworks Customer Service Suite is a versatile tool well-suited for businesses of all sizes. Whether you’re an e-commerce enterprise interested in implementing online customer support or a small business seeking 24/7 support for your SaaS subscribers, Freshworks Customer Service Suite has you covered.   

At its core, the suite, firmly rooted in generative AI technology, integrates agent-led messaging, self-service bots, and automated ticketing. The beautiful blend is designed to supercharge the customer service experience, where many small enterprises have trouble due to limited resources. 

The tool is also ideal for technology companies interested in managing complex product support or financial service organizations seeking secure customer interactions. In short, Freshworks Customer Service Suite is designed to revolutionize your customer service, enhance agent efficiency, and facilitate strategic cost optimization for your enterprise.  

Freshworks Customer Service Suite Features 

The Freshworks Customer Service Suite is designed around the area that improves customer satisfaction and results in greater business success.

Affordable, easy to set up and implement, and designed to supercharge customer service agent productivity and assist in making smart decisions quickly at prices every company can afford, using Freshworks could help your business better understand your visitors, convert new leads, and generate new opportunities.    

The following are among Freshworks’ primary features: 

#1. Automated and Personalized Self-Service

Freddy AI, Freshworks’ native AI engine is designed to address customer issues swiftly. The result is faster resolutions, saving your business time and money.  

By leveraging the benefits of AI, Freddy offers business owners better insights into their potential and existing customers. The Freddy AI can even predict a customer’s intention, helping businesses make better decisions and take action.  

#2. Freddy Copilot for Boosting Agent Productivity

Freddy Copilot helps improve your team’s productivity with an AI assistant that offers guided assistance, productivity boosts, and automation that is triggered using natural language prompts. Quickly generate solution articles, create elaborate email responses using basic prompts, and guide agents to the perfect resolution with contextual next-best-action suggestions. Freddy Copilot empowers your agents to exponentially increase their speed of execution.

#3. Freddy Insights for Intelligent Decision-Making

Freddy Insights is designed to automatically and continually analyze data to identify existing vital challenges and offer solutions. This becomes a virtual strategist, essential for upcoming businesses to survive on a budget.  

Freshworks’ AI-enabled Customer Service Suite is the go-to solution for businesses interested in embracing the future by improving customer service to optimize their operations. Implementing Freshworks and leveraging its tools makes your business better equipped to navigate an ever-evolving customer service landscape.  

#4. Intelligent Automation

Freshworks’ automation capabilities and triggers enable your enterprise to effectively reduce any repetitive tasks for your agents. Moreover, you can create SMS or email campaigns based on unique customer behaviors that can trigger and boost your chances of closing sales while reducing employee burnout. 

#5. Omnichannel Support

With Freshworks, your enterprise facilitates omnichannel customer service support across different channels. This means you can connect with your customers through email, phone, WhatsApp, SMS, and more. Moreover, you can use built-in analytics to monitor your customers’ journey through every stage. 

#6. Collaboration

Freshworks integration with Slack makes collaboration seamless since employees or team members can remain on the same page regarding customer service opportunities and conversations. Furthermore, with Freshworks’ all-in-one solution every employee has access to all customer information in one place to facilitate increased sales.  

#7. In-Depth Reporting

Finally, Freshworks enables end-to-end reporting and analytics to enable your company to understand your customers and their sales journey better. These educational insights enable you to make informed decisions and create better-targeted sales and marketing campaigns. 

Benefits of Freshworks Customer Service Suite 

The Freshworks Customer Service Suite has been designed with an all-in-one ecosystem that creates a seamless journey for your customers. It gives access to end-to-end customer insights that enable your customer service teams to delight your customers at every stage of their journey in doing business with you. 

The Suite presents a comprehensive environment that enables your sales, marketing, and customer service teams to spend less time worrying about satisfying customer needs and more time achieving results.

Here are several ways in which implementing the Freshworks Customer Service Suite can bring positive outcomes to your business:

#1. Enhanced Customer Satisfaction

Freshworks Customer Service Suite facilitates personalized customer service, faster problem resolution, and automated self service, thanks to the benefits of its state-of-the-art generative AI technology.  

#2. Increased Agent Productivity

The unique blend of AI, a unified workspace, and predictive insights help your agents work more intelligently, effectively, and efficiently, allowing your business to grow with higher productivity. 

#3. Cost Efficiency

The Suite has everything it takes to eliminate unnecessary operational costs by cutting ticket volumes, reducing escalations, and introducing a seamless administrative process, saving time and money. 

#4. Enhanced Collaboration

The Customer Service Suite promotes an advanced ticketing experience and collaborative tool that fosters hassle-free interaction between team members. This enables faster and more seamless problem-solving due to improved team communication.  

#5. Unified View of Tickets

Agents can access and manage all customer tickets from one location, regardless of what channel they could have originated from. This ensures agents have full customer context and can resolve issues quickly and efficiently.

#6. Automated Workflows

The Customer Service Suite offers automated workflows that help to simplify and accelerate the ticket resolution process. This, in turn, reduces any manual input, thereby improving overall efficiency. 

#7. Effective Reporting

The Suit offers AI-powered insights that you can use to generate various detailed reports to help your enterprise monitor and evaluate the overall performance of your customer service agents so you can make well-informed decisions.  

#8. Quick Implementation

Due to its highly streamlined operational and administrative functionalities and easy-to-use configuration, the Suite empowers leaders to make fast decisions, minimizing downtime and hastening operational readiness.  

#9. Versatility Across Industries

Freshworks Customer Service Suite has an easy-to-use interface making it seamless for businesses of all sizes to adopt. The Suite can quickly adapt and be tailored to address different business needs, from technology, finance, SaaS, e-commerce, etc., to benefit diverse sectors. 

Freshworks Customer Service Suite Pricing

The Freshworks Customer Service Suite offers the following pricing plans:

  • Free Trial: The 14-day free trial with up to 10 agents billed annually is $0, and up to 10 agents billed monthly. The AI-omnichannel solution offers all the support you need, including ticketing support to elevate your customer service.
  • Growth: The Growth plan is charged $29 per agent annually but will cost $35 when billed monthly. The offering includes everything you get with the free plan, plus messaging channels, email, and self-service. Additionally, you get a customer portal with the knowledge base and chatbot’s unified agent inbox, among others.
  • Pro: The Pro pricing model is a high-performance model that costs $69 per user when billed annually or $79 when billed monthly. In addition to everything you get with the growth plan, you can bring your own channel (BYOC), your telephony (BYOT), multilingual knowledge base, and full portal customization, among others.
  • Enterprise: The Enterprise costs $109 per agent when billed annually but jumps to $125 when billed monthly and comes with a set of advanced features, including email bot, solution suggester, auto-triage / ticket field suggester, assist bots for agents and chatbots, and answer extraction from FAQs.

Is Freshworks Customer Service Suite Good For You? 

The Freshworks Customer Service Suite is an all-in-one tool with everything you need  to redefine your customer service operations.

The Suite is chock-full of benefits ranging from streamlining the customer service function to reducing business costs – all packaged within an innate and flexible framework.    

If your business thirsts for excellence in customer service and you’ve been looking for an all-inclusive tool to facilitate your journey, then the Freshworks Customer Service Suite is the perfect tool.

The Suite is equipped with robust features designed to address all emerging customer service challenges to ensure enterprises can seamlessly navigate the intricacies surrounding the ever-evolving customer service landscape.    

However, since every business has unique needs, finding the right customer service tool is not one-size-fits-all mentality. That’s because you may never come across the “perfect” customer service software. Nonetheless, we find the Freshworks Customer Service Suite to be an ideal addition to your business infrastructure.  

If you’re still in the valley of decision-making, we recommend shortlisting the functions that are important to you, including price, features, company size, and skill capability.

Once you’ve compiled the list, you can use it to compare the Freshworks Customer Service Suite with other offerings.

With your research, you should be able to select the solution that’s right for you.

Overall, Freshworks Customer Service Suite is an easy-to-use, easy-to-implement and easy-to-scale solution and should definitely be on your list for an AI-powered customer service solution that will grow with your business.

Next, check out AI customer support tools to leverage your business.

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  • Tom Nyarunda
    Tom is a blockchain, crypto, NFT writer and SaaS Review expert. As a freelance writer he believes that to make our world a better place, one word at a time. We must invest in incorruptible products, procedures and technologies, of which Bitcoin…
  • Rashmi Sharma

    Rashmi is a highly experienced content manager, SEO specialist, and data analyst with over 7 years of expertise. She has a solid academic background in computer applications and a keen interest in data analysis.

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