Freshworks updates messaging platform with co-browsing, Facebook Messenger integration

Cloud-based business software firm Freshworks has launched a software update to its business-to-consumer messaging platform Freshchat. Called Proximity, the update uses text, audio, video and social messaging to help businesses build relationships with consumers, Freshworks said in a statement.

Proximity features CoBrowsing, Facebook Messenger integration with Freshchat, and OmniChat.

CoBrowsing provides single-screen-sharing with real-time audio and video so that support and sales agents can deliver an immersive user experience. This enables businesses to deliver demos, educate new users and resolve issues faster. CoBrowsing does not need additional downloads, installations, plugins or integrations with any other tools.

Facebook Messenger integration with Freshchat enables businesses to reach prospects and customers at scale. Businesses can assign user messages from different Facebook pages to different teams and respond with context for efficient communication. 

OmniChat allows chat agents to use Freshchat messenger from any tab on Google Chrome. This is achieved through Chrome extension which enables all of the features of the chat inbox through the plugin. Routing conversations, using rich media in replies and getting the information required for contextual conversations allows greater flexibility. 

According to the press statement, more enhancements and features will be released in the coming weeks, including live video recordings and automated translations. 

Freshworks was founded in October 2010 by Girish Mathrubootham and Shan Krishnasamy. In June 2017, Freshdesk rebranded itself as Freshworks as part of an initiative to position itself as a multi-product brand and for product clarity. Earlier, Freshdesk’s flagship product offering was also the name of the company.

The company has offices in India, the United Kingdom, Australia, and Germany, and counts among its customers Bridgestone, Hugo Boss, University of Pennsylvania, Toshiba and Cisco. Freshworks, which recently launched an app marketplace for developers and clients, competes with firms such as homegrown Zoho and US-based global player Salesforce.

Last year, the firm also launched Freshworks 360—a fully-integrated cloud bundle where, on a single platform, users can access Freshdesk (the cloud-based customer relationship management product) and Freshsales (the customer relationship management solution for sales teams handling high-velocity leads). On the platform, users can also access Freshmarketer (a product suite of marketing tools), Freshcaller (fully functional call centre on the cloud), and Freshchat (a chatbot that sends contextual messages to increase engagement).

In November last year, the company strengthened its top deck by appointing Prasad Ramakrishnan as information chief and Shivanath Somanathan as information security chief.