Freshworks Launches CRM for E-Commerce

Freshworks today launched Freshworks CRM for e-commerce, creating a unified customer record across conversational marketing, sales, and customer support.

The new Freshworks CRM solution empowers companies to engage buyers directly through modern messaging channels,including WhatsApp and text messaging. It natively integrates with e-commerce platforms and packages marketing automation, multichannel campaigns (email, chat, WhatsApp, and SMS), and conversational sales and support (live-chat and AI chat bots) to help businesses segment their audiences, automate and personalize messages, and provide proactive support.

"Our first solution with a true unified data model, Freshworks CRM for e-commerce was built to help local businesses act on a complete view of the customer so they never have to do things they hate, like repeating order information or wading through irrelevant products and promotional emails. This marks a major step toward our product vision of helping businesses delight their customers," said Prakash Ramamurthy, chief product officer of Freshworks, in a statement.

Freshworks CRM for e-commerce includes the following components:

• Multichannel Engagement Journeys, which help marketers create comprehensive customer profiles and run segmented marketing campaigns based on purchasing behavior across email, chatbots, SMS, WhatsApp, and social platforms like Instagram and Facebook.
• Conversational Engagement features, like out-of-the-box chatbot templates for e-commerce, and order information available in the Agent Inbox to help support teams increase purchases and grow lifetime loyalty with personalized messaging and cart abandonment prompts without leaving the Freshworks platform.

Users can track all aspects of commerce to decrease time to order, drive repeat revenue and customer lifetime value (CLTV) with insights that sync contacts, purchase history, and relevant data between e-commerce platforms and Freshworks' marketing automation solution. Companies can start with the marketing solution and then add support, or vice versa.

Freshworks CRM for e-commerce is built on the Freshworks Neo platform, which enables a unified customer record with an ecosystem of thousands of apps and shared services.