We are excited to announce a new integration with Freshworks that enables cloud-based businesses to optimize the customer support touchpoint, a crucial moment in every customer journey. The integration is now available on the Freshworks Marketplace.

The integration between Wootric and Freshworks’ omnichannel helpdesk, Freshdesk, enables businesses to immediately trigger a personalized Wootric microsurvey upon the closure of a customer support case or other event captured in Freshdesk.  Surveys such as Customer Satisfaction (CSAT), Customer Effort Score (CES) and Net Promoter Score (NPS) can be personalized with intro text, and contextual data such as an agent’s name. This customization boosts response rates and improves the quality of the feedback received. 

Wootric intelligently manages survey delivery with end user experience in mind. This means companies can set up multiple surveys across the customer journey and rest assured that individual customers will not be over-surveyed.

Sherpany, the high-security meeting management platform, is using the Wootric-Freshdesk integration to obtain valuable feedback on support interactions with personalized, multilingual CSAT surveys.

When a ticket is closed in Freshdesk, the customer receives an email survey with a subject line, intro, and question in their native tongue. Wootric uses signals from Freshdesk on the case closure action and the language of the customer to automatically ask a German customer, “Wie zufrieden bist du __?” 

 “The Wootric-Freshdesk integration works like a charm,” says Stefan Foulis, Senior Software Engineer at Sherpany. “And, it is always nice to be able to reduce complexity in our codebase.”

Centralizing the feedback in Wootric helps companies optimize the customer support interaction and more. Wootric’s analytics platform, powered by machine learning in real-time, makes it easy to report on satisfaction by agent, for example, and to identify themes in qualitative feedback that customers share about their experience.  

“We are excited to reach and help more businesses with the Wootric-Freshdesk integration,” said Jessica Pfeifer, Chief Customer Officer at Wootric, “Feedback gathered after a support interaction is about more than improving customer service. In the End User Era, this touchpoint is also a rich source of guidance for product teams that are prioritizing customer ease and productivity.”

Cloud companies drive customer lifetime value with Wootric experience management. Wootric uses microsurveys to monitor critical customer journey touchpoints and leverages machine learning to surface insights from customer feedback. With Wootric,  leaders prioritize projects and improvements that will drive adoption, engagement, and retention.