Freshworks has announced Proximity, an upgrade to Freshchat that enables its users to get even closer to their customers. The updated software enables clients to communicate with customers across multiple channels including text, audio, video and social messaging.

Proximity will be released in several phases. The launch product incudes co-browsing enabling agents to activate a shared screen mode to help improve service or sales engagement. There is Facebook Messenger integration and a Google Chrome extension that enables a chat box via a Chrome plugin which provides a better experience for the users.

Girish Mathrubootham, CEO of Freshworks commented: “Freshworks has been focused on providing a 360-degree view of the customer to businesses. Proximity in Freshchat fulfills the promise by enabling support teams to be where the users and prospects are. Our new set of features will empower businesses to enhance their customer-support efforts by being even closer to consumers.

Future features are likely to include live video recordings and automated chat translations. There is also likely to be better integration with Freddy the Omnibot, Freshworks chat bot.

Enterprise Times: What does this mean

As companies look to engage with global audiences the ability to communicate in richer ways is becoming increasingly important. Where language barriers or even just distance between two parties exist the ability to screen share is incredibly useful.

While the existing features in Proximity are some of those one might expect from a base product they are the functionality that at a base level is required. The promise of translation especially is one that intrigues, is this just text or voice as well, and what languages will it support?

Is your Service Desk valuable?



Please enter your comment!
Please enter your name here