Freshworks Helps Businesses Deliver More Delightful Customer Experiences with a New Integration with Google’s Business Messages

Freshchat conversational messaging capabilities expand to Google’s Business Messages as customers engage on Google Maps and Google Search to seek out support

SAN MATEO, Calif., July 27, 2022 (GLOBE NEWSWIRE) — Freshworks Inc. (NASDAQ: FRSH), a software company empowering the people who power business, today launched an integration with Google’s Business Messages for Freshchat®, Freshdesk Omnichannel® and Freshsales Suite®. This integration can help businesses around the world reach and support their customers directly on Google Maps and Google Search mobile apps – making it easy for agents to support consumers in the places they most commonly use to find local goods and services.

A recent Forrester report commissioned by Google found that 54 percent of consumers expect faster responses from brands and 48 percent want it to happen on the channel of their choice.

“Speed and convenience are key for a great customer experience,” said Bart Jenniches, Google’s Director of Business Communications Partnership. “The integration with Freshworks makes it fast and easy for businesses to have conversations with their customers within the Google apps they know and love.”

The integration of Freshworks products (Freshchat®, Freshdesk Omnichannel® and Freshsales Suite®) with Google’s Business Messages helps businesses accomplish the following:

  • Improve brand value with enhanced accessibility and better discoverability for customers;
  • Seamlessly engage with context and deliver unified conversational experiences for their customers;
  • Offer more timely support and seamless personalized experiences for Google users; and
  • Improve CSAT scores by resolving queries faster in real-time, with a 360° view of the customer across sales, marketing & support touchpoints.

“Consumers want immediate responses through the channel of their choice. Our integration with Google’s Business Messages gives local businesses the power to do just that while retaining a unified view of the customer, making it easier for agents to manage conversations and resolve issues on the right channels,” said Prakash Ramamurthy, Chief Product Officer at Freshworks.

Poorvika Mobiles, an early adopter of the integration and multi-brand retail chain for smartphones and gadgets in India uses Freshchat with Google’s Business Messages. The company relies heavily on Google Search and Maps for its customers to find a nearby store. Poorvika now offers support through Business Messages for 288 outlets, with plans to onboard all 475+ outlets soon. For customers seeking help, this improves discoverability and more immediate responses. For Poorvika’s support team, the integration offers an additional channel to seamlessly support agents with a unified interface across all channels.

“Freshworks has scaled with our business needs as more customers continue to discover us through Google. Chat volume has doubled since the time we started using Freshchat and we currently handle about 50% of the messages we receive each month on Google’s Business Messages,” said Senthil Kumar M, General Manager for Poorvika Mobiles. “We are thrilled to have a unified and integrated communications platform for all our customer support touchpoints, as opposed to multiple, disjoint solutions. We love the scalability and continue to manage the volume using the same team of live chat agents. Our customers love that we serve them on the platform they discover us on!”

FinChoice, a digital financial service provider in Africa, recently added Google’s Business Messages on top of its existing channels of service. FinChoice envisions a fully automated support system to allow its team of 80 agents to focus on the conversations that require a human touch.

“Our goal is to make support instantaneous, enable self-service for our customers and help them in the platform they connect on with us. With Freshworks, we are able to provide customers with the option of reaching out to us through multiple channels. The addition of Business Messages through Google Search aids in the discoverability of our business in the region and the new integration enables us to have customer conversations quickly, without switching apps!” said Farrah Abdurahman, Digital Experience Lead at FinChoice.

The Freshworks and Google’s Business Messages integration is built on the Freshworks Neo platform and is now publicly available for all accounts. Learn more about the integration here.

About Freshworks Inc.

Freshworks Inc., (NASDAQ: FRSH) makes business software people love to use. Purpose-built for IT, customer support, sales and marketing teams, our products empower the people who power business. Freshworks is fast to onboard, priced affordably, built to delight, yet powerful enough to deliver critical business outcomes. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 58,000 customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. For the freshest company news visit www.freshworks.com and follow us on FacebookLinkedIn and Twitter.

© 2022 Freshworks Inc. All Rights Reserved. Freshworks and its associated logos is a trademark of Freshworks Inc. All other company, brand and product names may be trademarks or registered trademarks of their respective companies. Nothing in this press release should be construed to the contrary, or as an approval, endorsement or sponsorship by any third party of Freshworks Inc. or any aspect of this press release.

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MAIDAM to distribute RM23 mln to 25,000 hardcore poor in August

KUALA BERANG, July 27 (Bernama) — The Terengganu Islamic Religious and Malay Customs Council (MAIDAM) will distribute a one-off special aid totalling RM23 million to assist about 25,000 poor and hardcore poor in the state from next month.

Its chief executive officer, Assoc Prof Dr Ahmad Azrin Adnan said this was the highest amount of financial aid ever distributed by MAIDAM so far, which is between RM800 and RM1,000 for each household head, depending on the number of family members.

“Previously, the most we distributed was RM700 only, but we have increased the amount due to the economic effects of late.

“Based on MAIDAM data, there are 21,197 poor and hardcore poor families in Terengganu thus far, but due to the rising inflation and economic downturn, we expect an additional 3,000 families to be categorised under the groups,” he said.

He told reporters this when presenting assistance to five families who were victims of the storm in Kampung Bukit Kolam, Ajil, near here, today.

He added that MAIDAM had also distributed RM300,000 in assistance to storm and fire victims statewide in the past seven months.

Source: BERNAMA News Agency

First class degree graduates to get PTPTN loan repayment exemption

KUALA LUMPUR, July 27  (Bernama) — The government will reintroduce the National Higher Education Fund Corporation (PTPTN) loan repayment exemption to graduates who earn first-class bachelor’s degree beginning from 2019.

Prime Minister Datuk Seri Ismail Sabri Yaakob said the privilege would be given to deserving graduates regardless of economic status, race and religion.

As such, he hoped that PTPTN could discuss with the Ministry of Finance regarding the matter in terms of the allocations involved.

“This is as an encouragement to the children of Keluarga Malaysia (Malaysian Family) to work hard and obtain the best grades in their studies,” he said.

He made the announcement in his speech at PTPTN’s 25th Silver Jubilee Celebration at the Malaysia External Trade Development Corporation (MATRADE)  Exhibition and Convention Centre (MECC) today.

Meanwhile, Ismail Sabri advised all borrowers who have yet to settle their PTPTN loans to do so immediately so that the study loans can continue to be given to new students.

“Repayment of study loans is important to ensure continuity and availability of the fund for new students who are also heirs of the nation,” he said.

The prime minister said as of last month, over two million or 82.04 per cent of PTPTN borrowers had settled their loans totalling RM17.8 billion.

“To those who were committed to repaying their loans, I thank you,” he said.

Ismail Sabri said after 25 years of establishment, PTPTN has become the country’s main tertiary education fund corporation committed to fulfilling its mandate and had helped 3.67 million people to pursue their studies with the disbursement of loans totalling RM66.87 billion so far.

Ismail Sabri said he believed that many PTPTN borrowers had also graduated, secured good jobs and were able to improve their standard of living and became part of the country’s valuable human capital.

The government, through the PTPTN, had also allocated over RM3 billion per year to provide study loans to approximately 180,000 new students pursuing tertiary education.

The prime minister said the government had also introduced the Simpan SSPN initiative to ensure that the people could reduce their dependence on loans.

“Simpan SSPN has shown an encouraging performance with the total deposit of RM12.5 billion from 5.4 million accounts as of end of June,” he said.

Apart from that, he said PTPTN should increase cooperation with state governments in a bid to increase its loan repayment collection, such as the cooperation forged with Sarawak which recorded loan repayment of more than RM30 million.

In his speech, the prime minister also expressed gratitude for the commitment and efforts taken by PTPTN since 1997 in ensuring that no one would be left behind in getting higher education.

Among the efforts were the launch of the my-PTPTN app; the launch of the Education Savings Club to increase financial literacy among children; and the cooperation with state governments to give incentives to newborns in the form of a Simpan SSPN account, he said.

Also present at the event were Higher Education Minister Datuk Seri Dr Noraini Ahmad ad Deputy Education Minister II Datuk Mohamad Alamin.

Source: BERNAMA News Agency

15 employers receive IKTIRAF recognition from LZS

SHAH ALAM, July 27 (Bernama) — Fifteen employers today received the Muzakki Recognition (IKTIRAF) from the Selangor Zakat Board (LZS) for implementing salary deduction to facilitate tithe payment for their employees amounting to RM50,000 and above.

In a statement here, LZS said the recognition was presented at a ceremony today which was also held in appreciation of 250 employers who were committed to paying income tithe through the Salary Deduction Scheme (SPG).

“The commitment shown by the employers, comprising those from various private companies, statutory bodies and the government agencies ensures the continuity of tithe distribution in Selangor,” it said.

LZS said the event was also held as a platform for LZS and employers to improve the management of monthly tithe payments through salary deductions, in addition to disseminating the latest information related to the distribution of tithes in Selangor.

It added that more than 200 companies have received the IKTIRAF recognition since it was introduced at the end of last year.

In 2021, a total of 192,524 individuals paid their income tithe totalling RM335.2 million through the SPG.

Source: BERNAMA News Agency

PJD Link: Govt to scrutinise developer’s reports before land approval – MB

SHAH ALAM, July 27 (Bernama) — The Selangor State Legislative Assembly was told today that the developer’s reports will be thoroughly scrutinised before land approval is given for the construction of the Petaling Jaya Dispersal Elevated Highway (PJD Link) project.

Selangor Menteri Besar Datuk Seri Amirudin Shari said if the assessment covering various aspects had been carried out, the developer would once again have to hold a public hearing before land approval was granted.

Amirudin said that so far his party has not yet received any report which is a condition for the developer as in the Concession Agreement signed on April 5.

“They (developers of the PJD Link project) promised to address all the comments and objections of the residents when the Kinrara-Damansara Expressway (KIDEX) project was offered. We have rejected KIDEX, so they said PJD Link will rectify everything (all issues arising in relation to KIDEX).

“As a fair government we listen. So far the government has not heard what the rectifications are. If the developer cannot rectify everything and if the explanation is not satisfactory, the state government has no problem in not allowing (the PJD Link project) to be developed,” he said.

Amirudin was replying to a supplementary question by Ronnie Liu Tian Khiew (PH-Sungai Pelek) who wanted to know the state government’s position regarding the PJD Link project.

Meanwhile, state Infrastructure and Public Amenities, Agriculture Modernisation and Agro-based Industry Committee chairman, Izham Hashim said the Concession Agreement that was signed between PJD Link and the federal government on April 5 has a precondition that the company must carry out the Environment Impact Assessment (EIA), Social Impact Assessment (SIA) and Traffic Impact Assessment (TIA) first before the agreement could become effective for the project to start.

He said, the PJD Link proposal cannot be finalised at the state level yet because there is still no EIA, SIA and TIA studies carried out by PJD Link and they have to be presented to the Selangor State Economic Action Council and confirmed by the State Executive Council including the settlement of land matters.

Source: BERNAMA News Agency

Working paper on Melaka Youth Legislative Assembly to be brought to State Exco in August

MELAKA, July 27 (Bernama) — The working paper on establishing the Melaka Youth Legislative Assembly is still at the fine-tuning stage and expected to be brought to the State Executive Council meeting in seeking an allocation and approval this August.

State executive councillor for Youth Development, Sports and Non-Governmental Organisations, V.P. Shanmugam said the setting up of this assembly was a comprehensive plan to produce wholesome youths from the spiritual, physical, intellectual, knowledge and cultural aspects, and who would be self-reliant and with a spirit of voluntarism based on the Rukun Negara.

“The Melaka Youth Legislative Assembly will apply the Malaysia Youth Parliament practices combined with the best features of the other Youth Legislative Assemblies in the states that have established these assemblies,” he said at the Melaka State Legislative Assembly sitting, here, today.

He was responding to Datuk Khaidhirah Abu Zahar (BN-Rim) who wanted to know the latest status of the Melaka Youth Legislative Assembly.

To an additional question from Khaidhirah on the selection process until its implementation, Shanmugam said the planning for this assembly was made in the second week of March this year.

He said it started with forming a pre-council and then the Melaka Youth Legislative Assembly Main Committee for nomination and selection, then the coordination meeting with the main committee.

“The main committee coordination workshop will also be held before the nomination process, campaign and the election.

“We have two selection methods….voting or interviews. Voting means we will set up a special website for youths to register themselves.

“If through interviews, the list of the eligible youth candidates and chosen by the youth associations will be given to the main committee to be shortlisted before being interviewed.

“A special workshop on the Melaka Youth Legislative Assembly will be held to ensure a smooth process of the youth assembly sitting,” he said.

To an additional question from Fairul Nizam Roslan (BN-Asahan) on the criteria for the candidates, Shanmugam said ..they must be 18 to 35 years old, must be a member of an active youth association and had the support of youths in their respective constituencies.

Source: BERNAMA News Agency

Yong Peng North PMU damage, source of power outage – TNB

KUALA LUMPUR, July 27 (Bernama) — The electricity supply disruption that occurred in several areas in Peninsular Malaysia since 12.39 this afternoon, was caused by the damage of an equipment at Yong Peng North main intake substation (PMU) in Yong Peng, Johor.

TNB in a statement today said the damage resulted in a load loss of 2.2 gigawatts (GW) which is 10 per cent of the total supply demand in Peninsular Malaysia.

According to TNB, the electricity supply in the affected areas was fully restored at 3:02 pm, with most of the affected areas restored in stages as early as 20 minutes after the interruption occurred, as a result of the continuous efforts of the utility company’s technical team.

“We apologise for any inconvenience experienced by users during this supply disruption. For any queries regarding power disruptions, consumers can call TNB Careline at 15454,” said the statement.

Source: BERNAMA News Agency