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Powered by the Freshworks Neo platform, the Freshworks CX and CRM integrations with WhatsApp, Instagram Messaging, and Facebook Messenger enable teams to deliver intelligent and personalised messages at scale

Freshworks Inc. announced that companies worldwide have increased customer retention by using Freshworks’ conversational AI bots to automate communication with buyers through WhatsApp, Instagram Messaging, and Facebook Messenger. International companies like MTN Cameroon in Africa, Body & Fit in Europe and The Giving Movement in Dubai have elevated their customer support efficiency on Meta’s messaging platforms using Freshworks’ Freshchat™, Freshdesk™ and Freshsales™ products.

With over two billion daily active WhatsApp users, nearly two billion daily active Facebook users, and more than two billion monthly active Instagram users, Meta provides the world’s most popular messaging platforms. The Meta Business Messaging integrations with Freshworks’ CX and CRM products make customer and prospect engagement easy for support, sales, and marketing teams. With Freshworks AI-powered bots, businesses can tailor and automate messaging journeys for each channel, configure workflows across multiple channels or languages, and efficiently train bots with NLP learning capabilities.

“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,” said Kyle Jenke, Business Messaging, Director of Partnerships at Meta. “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.”

According to Forrester, 68 per cent of consumers say that if they can choose where to make a purchase, they are more likely to go with a business that offers convenient communication. That is why companies like The Giving Movement deliver superior customer engagement through Freshworks’ WhatsApp and Instagram integrations. The UAE-based sustainable fashion brand focuses on proactive conversations in place of transactional messages, which is finding resonance with its global customer community. Nick Fisher, COO of The Giving Movement, said, “We are a purpose-driven brand and we believe in a customer-first approach. Freshworks enabled us to communicate with our customers through the channel of their choice. With the omnichannel function, we were able to address customer queries from multiple channels in a single view – thus helping us further our vision through our customer community.”

‘‘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,” said Prakash Ramamurthy, Chief Product Officer at Freshworks.

The Freshworks Neo™ platform and its native integrations with popular communication channels allow businesses to configure these channels and more as they expand and grow without needing expensive custom development, complex deployments, or IT support. This helps reduce the friction of scaling communication across messaging apps and can make it easier to adapt to evolving customer needs.