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BitOasis implements Freshworks Software

Industry Sectors, Middle East News Desk, Technology /

Freshworks Inc., a software company empowering the people who power business, announced today that cryptocurrency exchange giant, BitOasis, implemented Freshworks solutions Freshdesk and Freshchat to help manage a large increase in customer queries due to the demand for information about digital currencies. BitOasis is one of the largest cryptocurrency exchanges in the Middle East and North Africa with a presence in 14 countries, making them a hotspot for customer usage and questions, especially in the volatile market of cryptocurrency. With the challenging macro conditions for crypto investment, daily customer interactions with the BitOasis chatbot surged from approximately 300 to nearly 3,000 this year. “The dip in the cryptocurrency market left many users feeling uncertain and wanting immediate answers,” said Silvia Gomez, Director of Customer Experience at BitOasis. “Our queries increased dramatically because customers wanted the assurance that BitOasis would continue operations since so many other exchanges across the globe have vanished.” With an increase in customer queries, BitOasis needed a faster way to respond to its large customer base efficiently, that would delight its customers and customer service agents. In order to achieve these goals, the company selected both Freshdesk support software and Freshchat conversational messaging software. BitOasis created a ticketing system using Freshdesk to help support agents prioritize and collaborate to respond to customer questions quickly. Adding Freshchat enabled the customer service team to incorporate Whatsapp into the company’s troubleshooting abilities. The BitOasis bot – an intelligent bot built using the Freshchat AI chatbot – now handles more than 50% of customer queries over WhatsApp which enables live agents to focus on responding to queries that need human intervention. “Freshworks’ solutions are easy to use, adaptable and seamless,” said Gomez. “Our agents can now handle the increasing amount of customer queries coming in and our Freshdesk data organization strategy sets us up for further chatbot automation if needed in the future. Our customers know we are here for them and that’s what matters most to us.” “In today’s fast-paced tech world, organizations need to keep up with their customers in real-time,” said Pradeep Rathinam, Chief Customer Officer at Freshworks. “With Freshworks, BitOasis can delight their customers using personalized and responsive conversational support, resulting in more efficient agents, faster resolution times and, ultimately, happier customers.” To read more news and exclusive features see our latest issue here. Never miss a story… Follow us on:  Security Buyer  @SecurityBuyer @SecbuyerME Media Contact Rebecca Morpeth Spayne, Editor, Security Portfolio Tel: +44 (0) 1622 823 922 Email: editor@securitybuyer.com

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Freshworks CRM for Shopify E-Commerce

UK News Desk /

Freshworks Inc., a software company empowering the people who power business, today announced Freshworks CRM for e-commerce is now available in the Shopify App Store. The solution integrates directly with Shopify to provide its millions of merchants with a unified CRM that enables live conversational support, marketing and sales where and when consumers want to buy online. “At the core of Shopify’s Ecosystem is our community of developers who give merchants access to critical commerce technology,” said Fatima Yusuf, Director of Commercial at Shopify. “We’re happy to welcome Freshworks to the Shopify App Store, bringing its insight and experience in customer engagement and conversational marketing to Shopify’s millions of merchants.” Freshworks CRM for Shopify is a unified marketing, support, and sales solution purpose-built for Shopify storefront owners. Merchants can create more engaging customer experiences by segmenting and marketing to their customers based on custom Shopify events like cart abandonment and first-time visitors; and by automating and personalizing messages across email, live-chat, WhatsApp, and SMS using pre-built Shopify Playbooks. “The Freshworks CRM platform can now enable millions of Shopify businesses to make their store as delightful and intelligent as the biggest online retailers,” said Prakash Ramamurthy, Chief Product Officer at Freshworks. “Built on a unified data model, the solution gives merchants a complete view of their customers. In a time of low tolerance for error, our platform helps merchants avoid alienating customers with things they hate—like repeating order information or wading through irrelevant products.” Freshworks customer Arthi Raguram, CEO of Deyga Organics said, “With Freshworks CRM we can now deliver a personalized and delightful experience — whether attracting more customers, turning visitors into sales or keeping customers happy with exceptional customer support.” Freshworks CRM for Shopify is built on the Freshworks Neo platform, which enables a unified customer record with an ecosystem of thousands of apps and shared services. For more news updates, check out our Q3 Issue here. Media contact Rebecca Morpeth Spayne, Editor, Security Portfolio Tel: +44 (0) 1622 823 922

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Freshworks CRM for Shopify E-Commerce

Middle East News Desk /

Freshworks Inc., a software company empowering the people who power business, today announced Freshworks CRM for e-commerce is now available in the Shopify App Store. The solution integrates directly with Shopify to provide its millions of merchants with a unified CRM that enables live conversational support, marketing and sales where and when consumers want to buy online. “At the core of Shopify’s Ecosystem is our community of developers who give merchants access to critical commerce technology,” said Fatima Yusuf, Director of Commercial at Shopify. “We’re happy to welcome Freshworks to the Shopify App Store, bringing its insight and experience in customer engagement and conversational marketing to Shopify’s millions of merchants.” Freshworks CRM for Shopify is a unified marketing, support, and sales solution purpose-built for Shopify storefront owners. Merchants can create more engaging customer experiences by segmenting and marketing to their customers based on custom Shopify events like cart abandonment and first-time visitors; and by automating and personalizing messages across email, live-chat, WhatsApp, and SMS using pre-built Shopify Playbooks. “The Freshworks CRM platform can now enable millions of Shopify businesses to make their store as delightful and intelligent as the biggest online retailers,” said Prakash Ramamurthy, Chief Product Officer at Freshworks. “Built on a unified data model, the solution gives merchants a complete view of their customers. In a time of low tolerance for error, our platform helps merchants avoid alienating customers with things they hate—like repeating order information or wading through irrelevant products.” Freshworks customer Arthi Raguram, CEO of Deyga Organics said, “With Freshworks CRM we can now deliver a personalized and delightful experience — whether attracting more customers, turning visitors into sales or keeping customers happy with exceptional customer support.” Freshworks CRM for Shopify is built on the Freshworks Neo platform, which enables a unified customer record with an ecosystem of thousands of apps and shared services. For more news and exclusive features, please see our Q2 issue here. Media contact Rebecca Morpeth Spayne, Editor, Security Portfolio Tel: +44 (0) 1622 823 922 Email: editor@securitybuyer.com

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