Freshworks and Meta Partner to Help Businesses Elevate Conversational Customer Experience Through the World’s Most Popular Messaging Apps

Freshworks Inc. announced that companies around the world have increased customer retention by using Freshworks conversational AI bots to automate communication with shoppers via WhatsApp, Instagram messaging, and Facebook Messenger. International companies such as MTN Cameroon in Africa, Body & Fit in Europe and The Giving Movement in Dubai have enhanced their customer support on Meta’s messaging platforms by using products. Freshchat™, Freshdesk™ and Freshsales™ by Freshworks.

With over two billion daily active WhatsApp users, nearly two billion daily active Facebook users, and over two billion monthly active Instagram users, Meta provides the most popular messaging platforms in the world. Integrating Meta Business Messaging with CRM and Freshworks CX products makes it easier to attract customers and prospects to support, sales, and marketing teams. With Freshworks AI-powered bots, businesses can customize and automate the messaging journey for each channel, configure workflows across multiple channels or languages, and train bots efficiently. results with the ability to learn NLP.

“Messaging is how people and businesses want to communicate and get business done. Businesses of all sizes are embracing this shift and finding new opportunities to better engage with customers, offer support, and drive sales,”

“We’re excited to work with Freshworks to make WhatsApp available for more businesses to better manage the end-to-end customer journey on our messaging platform.”

Kyle Jenke, Business Messaging, Director of Partnerships at Meta.

According to Forrester, 68% of consumers say that if they could choose where to shop, they would be more likely to choose a company that provides convenient communication. That’s why companies like The Giving Movement deliver higher levels of customer engagement through Freshworks’ WhatsApp and Instagram integrations. The UAE-based sustainable fashion brand focuses on proactive conversations rather than transactional messaging, which resonates with the global customer community. Nick Fisher, COO of The Giving Movement, said: “We are a purpose-driven brand and believe in a customer-centric approach. Freshworks allows us to communicate with our customers through the channel of their choice. With omnichannel, we can answer customer questions from multiple channels in a single view, helping us drive our visibility through our customer community.

Another joint customer, MTN Cameroon, locally operated by Africa’s largest telecom operator, is using Freshworks’ integration with Meta’s messaging channels to achieve its goal of enhancing technical communication numbers with customers and expanding contacts.

“Around 2 years ago, we only had 20 percent digital penetration for customer support, with a majority of our customers coming to our physical stores and contacting our call center. Today, the Freshchat integration with WhatsApp and other messaging channels allows an impressive 40+ percent of our customers to reach out to us through digital channels. We are confident that this number will continue to grow in the near future as per our digitization of channels strategy,”

Imani Masuke, Specialist Digital & Innovation.

Omnichannel customer service is also simplified with Freshworks products. Body & Fit, a global retailer of nutrition and fitness products, needs to include Instagram direct messaging in its customer service funnel.

“We at Body & Fit work a lot with influencers. Therefore, our clients and we are very active on Instagram. Thanks to the Freshworks-Instagram integration, we can also provide them with the best service and support via Instagram Messaging – all through Freshworks’ integrated platform.”

Gerben Tegenbosch, Global Head of Customer Service.

‘‘Our partnership with Meta is a testament to the true value of Freshworks’ products. Freshchat and Freshmarketer seamlessly integrate with Meta’s main messaging platforms — WhatsApp, Instagram Messaging and Facebook Messenger — enabling businesses to communicate with their customers quickly and easily, resulting in a better customer experience,”

Prakash Ramamurthy, Chief Product Officer at Freshworks.

The Freshworks Neo™ platform and its own integrations with popular communication channels allow businesses to configure these and more as they grow and thrive without costly custom development, complex deployment or computer support. This reduces obstacles to scaling communication between messaging applications and can make it easier to adapt to changing customer needs.