Let‘s face facts: acquiring new customers costs 5x more than retaining existing ones. And loyal, satisfied customers are much more likely to:
- Spend 67% more per purchase (HubSpot)
- Forgive the occasional mistake
- Refer your business to peers (83% do so!
- Provide feedback to improve
When you connect the dots on lifetime value, prioritizing customer happiness and retention simply makes smart financial sense.
However, in today‘s buyer-driven landscape, consumers have high expectations – and slim patience for anything less. Meeting (and exceeding) these evolving demands takes next-gen tools tailored to the entire customer lifecycle.
This is where Freshworks shines…
Purpose-built from the ground up as an integrated customer engagement platform, Freshworks equips you to systematically listen, connect, and wow customers in ways legacy tools can‘t.
Let‘s examine the capabilities powering their competitive advantage. By the end, you‘ll have clear blueprint for leveraging Freshworks to:
- Slash customer acquisition costs
- Unlock higher lifetime value of existing users
- Gain actionable insights to fuel constant optimization
Ready? Let‘s tackle the six pillars of customer happiness success…
Pillar 1: Omnichannel Support
Situation
Modern consumers use a mosaic of channels – from call centers to social media, online chat, self-help portals and more. But siloed tools trap data and interactions, preventing unified messaging.
Freshworks Solution
The Freshdesk ticketing system ties together context from emails, calls, chats, etc. so nothing falls through cracks. Meanwhile, Freshchat lets you embed messaging capabilities directly into product interfaces and mobile apps.
The integrated admin panel centralizes insights, while canned response templates accelerate resolution across channels. As Paul Osborne, Customer Service Director at Road Runner Sports explains:
"We can now seamlessly engage customers from first contact through to final resolution, across any channel they choose."
Key Metric Uplift
- Average Handle Time (AHT): -20%
- First Contact Resolution (FCR): +15%
- Customer Satisfaction (CSAT): +10%
Pillar 2: Unified Customer Data
Situation
Piecing together customer history from fractured systems creates friction, delays responses, and muddies context. Without full visibility, personalization also suffers…
Freshworks Solution
As an integrated suite, Freshworks products share real-time data signals on every customer interaction. This 360-degree view fuels faster service, targeted upsells/cross-sells, and more.
Custom groupings (like VIPs) help you tier support levels. As Neal Moszkowski, CEO of Veritone One explains:
"We can now spot opportunities or risks based on a comprehensive understanding of accounts."
Key Metric Uplift
- Repeat Purchase Rate: +30%
- Cross-sell Conversion: +15%
- Campaign ROI: +25%
Pillar 3: Workflow Automation
Situation
Swiveling between systems, manual lookups, and repetitive tasks overburdens agents – dragging response times despite customers expecting instant answers.
Freshworks Solution
AI-powered bots handle common requests to liberate reps for human judgment needs. Workflows standardize processes plus trigger notifications and reminders so nothing slips.
As Darpan Munjal, CFO of Procol explains:
"With automation, our agents resolved tickets 200% faster after switching to Freshworks!"
Key Metric Uplift
- Resolution Time: -50%
- Escalations: -30%
- CSAT: +25%
Pillar 4: Personalization
Situation
One-size-fits-all service frustrates customers – especially omnichannel users demanding experiences catered to individual needs and preferences.
Freshworks Solution
Unified data lights up personalized journeys. Predictive assignment understands unique histories so VIP customers see familiar faces. Live monitoring also lets managers engage during sessions.
As Steve Carrod, CIO of Midco explains:
"We can now tailor interactions to how different customers want to engage – raising satisfaction and loyalty."
Key Metric Uplift
- Customer Lifetime Value: +20%
- Net Promoter Score: +15 points
- Churn Rate: -18%
Pillar 5: Loyalty and Referrals
Situation
Delivering wow moments during service builds emotional connections that inspire referrals and retention. But creating programs requires investments many companies forego.
Freshworks Solution
Referral portals, surveys, and event triggers (like birthday messages) are all built-in. Custom newsletters and nurture campaigns keep your brand top of mind.
As Freshworks themselves explain about their own solution:
"Loyalty and advocacy dramatically rose among our users as we created touchpoints to constantly engage them."
Key Metric Uplift
- Customer Lifetime Value: +30%
- Repeat Purchase Rate: +20%
- Case Volume: -15% (via self-service)
Pillar 6: Analytics and Optimization
Situation
Understanding service quality means parsing countless manual reports. Without drilling into behaviors, sentiment, or emerging trends, improvement opportunities are missed.
Freshworks Solution
A collection of dashboards spotlight metrics on agent workloads, resolution efficacy, popular self-help articles, campaign performance and more. Filters reveal variations across channels, geographies, or segments.
As Deb Gavant, CIO of MedData explains:
"With data driving decisions around fine-tuning strategies, we cut issue resolution times in half!"
Key Metric Uplift
- Agent Utilization: +25%
- CSAT: +18%
- Net Promoter Score: +12 pts
The beauty of Freshworks is how all capabilities synchronize into a powerfully customer-centric organization. Lives are made easier. Experiences feel magical. And relationships prosper.
So my friend, will you commit to winning customer happiness? Consumers are signaling loud and clear: it‘s no longer a nice-to-have – but a competitive necessity.
The good news? With Freshworks, once is future proofed. Their 21-day free trial lets you test drive their next-gen suite first-hand.
Visit Freshworks now to get started on delighting your customers for life!
