SAN MATEO, Calif., Sept. 28, 2023 (GLOBE NEWSWIRE) -- Freshworks Inc
(https://www.freshworks.com/?utm_source=usa&utm_medium=pressrelease&utm_campaign
=pr2023sep). (NASDAQ: FRSH) announced a significant increase in Microsoft Teams
usage by Freshservice
(https://www.freshworks.com/freshservice/?utm_source=usa&utm_medium=pressrelease
&utm_campaign=pr2023sep)(®) customers to improve the employee experience through
more efficient AI-powered virtual agent support. Microsoft Teams adoption among
Freshservice customers has seen an average increase of 42% over the past three
years. As a result, businesses using Freshservice are now able to amplify
productivity for more than 250,000 users.
The generative-AI-powered Virtual Agent within Freshservice, an IT service
management (ITSM) solution, along with Microsoft Teams' ServiceBot, gives
employees round-the-clock support and can facilitate rapid resolution of their
needs within Microsoft Teams. The integrated solution
(https://www.freshworks.com/freshservice/integration/microsoft-
teams/?utm_source=usa&utm_medium=pressrelease&utm_campaign=pr2023sep) also
enables IT and other business teams to deflect tickets that helps save clicks
and streamline work. In a July 2023 study commissioned by Freshworks, Forrester
(https://www.freshworks.com/assets/resources/TEI-of-Freshworks-
Freshservice.pdf?ehash=54347f1b74d2890f31dc3eb27e2a29f3bd44fe04e729417fd79eef9cf
5145e0b) estimated a mid-sized company could save $2.1 million in three years by
improving user productivity with the Freshservice Virtual Agent.
"Microsoft Teams has rapidly grown as the hub for collaboration," said Srini
Raghavan, VP of Microsoft Teams Ecosystem. "Through our work with companies like
Freshworks that share our vision for AI, we aim to enable teams across multiple
channels to solve employee issues swiftly, ultimately saving money and driving
efficiency with next-generation AI for customers of all sizes."
Using Freshservice, which is built natively on the Freshworks Neo platform, with
Microsoft Teams, companies of all sizes can increase user productivity. Using
AI-powered virtual agents, they can improve collaboration across business teams
during critical incidents, and enhance the employee experience with faster
resolution to allow for:
* Automated conversational support that boosts employee experience with faster

    resolution. Automation eliminates the constraints of working hours, giving
    employees access to conversational support from virtual agents within
    Microsoft Teams to speed up issue resolution whenever they need it.
  * Increase agent productivity through AI-powered virtual agents. Freddy AI-

powered Freshservice virtual agents empower business departments to focus on

    high-value tasks, allowing the virtual agent to handle common and mundane
    issues that often bog down humans. Agents can more quickly handle ticket
    updates and approvals.
  * Improve collaboration during critical incidents. Freshservice notifies on-
    call agents directly in Microsoft Teams. IT operations teams can swiftly
    communicate to resolve major incidents, maximizing service availability and
    minimizing downtime all without leaving a single app.

Customers like A&E Networks and Haynes International are using Microsoft Teams
with Freshservice to improve employee service management. Haynes International,
a US-based materials manufacturer, increased business user productivity by 50%
since using Freshservice integrated with Microsoft Teams.
Lyle Snyder, Senior Support Analyst at Haynes International said, "Traditional
support channels for employees typically have complicated portals, which slow
down support and are no longer acceptable for the modern workforce. The
Freshworks and Microsoft Teams' integration helps us deliver a simple and modern
employee experience, all on one platform. We've already seen impressive
productivity increases and expect both apps to scale with our evolving business
and employee needs."
The Office for Students (https://www.freshworks.com/freshservice/resources/case-
study/the-office-for-students/), the independent regulator of higher education
in England, was able to decrease its average resolution time by 67% with the
Freshservice virtual agent integrated with Microsoft Teams. "Our goal was to
move away from employees emailing the service desk, and instead use Teams as a
channel," said Karen Spray, IT Service Support Manager at Office for Students.
"Adopting the Freshservice Virtual Agent was easy, and the technical rollout
took us about 10 minutes. Easy access to the Virtual Agent within Microsoft
Teams made it all the more convenient and helped our employees solve many issues
on their own thanks to powerful self-service features."
"Our collaboration with Microsoft is a terrific example of our commitment to
giving customers powerful yet easy-to-use tools they need to succeed in today's
fast-paced workplace. We've been pioneering AI for customer and employee support
since we launched Freddy AI in 2018, and Microsoft Teams helps put that directly
into the employee's collaboration channel of choice. Together we're helping
customers deliver exceptional employee experience across business teams," said
Prakash Ramamurthy, Chief Product Officer at Freshworks.
For more information on Freshservice with Microsoft Teams, visit the Freshworks
website (https://www.freshworks.com/freshservice/integration/microsoft-
teams/?utm_source=usa&utm_medium=pressrelease&utm_campaign=pr2023sep).
About Freshworks
Freshworks Inc., (NASDAQ: FRSH) creates AI-boosted business software anyone can
use. Purpose-built for IT, customer support, and sales and marketing teams, our
AI-boosted products are designed to let everyone work more efficiently and
deliver more value for immediate business impact. Headquartered in San Mateo,
California, Freshworks operates around the world to serve more than 65,000
customers, including American Express, Blue Nile, Bridgestone, Databricks, Fila,
Klarna, and OfficeMax. For the freshest company news, visit www.freshworks.com
and follow us on Facebook, LinkedIn, and Twitter.
© 2023 Freshworks Inc. All Rights Reserved. Freshworks and its associated logo
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.
Media Contact:
Erika Howard
PR@freshworks.com
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