Freshworks Inc., the customer engagement software company, announced a new commissioned Total Economic Impact™ (TEI) study conducted by Forrester Consulting which found Freshworks’ customer support offering, Freshdesk Omnichannel, provides a three-year return on investment (ROI) of 462% for midmarket customers. The study shows that Freshdesk Omnichannel meets the needs of increasingly demanding companies, which require solutions that are both easy to roll out and provide an immediate return, with a payback in less than three months on average. Freshdesk Omnichannel midmarket customers achieve extensive value by reducing handling time per ticket, automating processes to deflect tickets to self-service, and improving agent workflow to provide superior customer service and experiences that create customers for life.
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The Forrester TEI study examined the value of Freshdesk Omnichannel to senior management and key business stakeholders as it pertained to their customer engagement initiatives. In the study, Forrester conducted interviews exploring customer service with Freshdesk Omnichannel midmarket customers across four industries (health technology, consumer goods, travel and logistics) with a representative profile of $400 million in annual revenue, an average of 240,000 customer interactions per month, and a growth rate of 15% year over year.
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In addition to the findings from this study, companies like Parcelhub, which provides a single access point for shipping across multiple carriers, are seeing huge productivity gains to efficiently handle spikes in demand. “Due to the pandemic, Parcelhub’s shipping volumes have grown massively. Freshdesk Omnichannel allows our proactive tracking support team to act as an extension of our clients’ customer service departments and has enabled our large support team to work more flexibly from home,” said James Hayes, Director of Business Development, Parcelhub. “Freshdesk Omnichannel has helped us increase productivity by 30%, resulting in consistent success achieving our SLAs,” continued Hayes.
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