Freshworks and Vonage have partnered to integrate the Vonage multichannel messaging API directly into Freshdesk.
The aim of this partnership is to enable support experiences where customers can open, update, and close tickets and interact with agents via SMS, WhatsApp, or Facebook Messenger.
The standard phone call and email channels that once were enough for customer support won’t cut it anymore. Customers today expect immediate access to support on the channels they prefer – not just the ones a business happens to offer – and they want quicker resolutions to their issues. […]