Freshworks: ensuring business continuity amidst COVID-19
With the impact of the COVID-19 outbreak continuing to disrupt businesses globally, we look at Freshworks’ response to the virus.
“With the global pandemic still looming large, Freshworks is working across products, functions, and demographics to deliver the maximum value to businesses out there.”
In reaction to COVID-19, Freshworks has taken internal steps to protect its workforce and its customers:
Health and Safety: while it continues to monitor the situation and take appropriate actions where necessary, Freshworks has deployed work from home procedures and introduced travel restrictions.
Customer Success: Freshworks’ support team is available via phone, web or chat, and will work to ensure the same level of services and accessibility to software. The company has activated Business Continuity Plans to support its customers.
Operational Excellence: establishing a cross-functional task force - led by its CIO - Freshworks will harness this team to monitor and address the evolving situation.
Data Security: Freshworks maintains that the protection of customer data is of the highest priority, putting secure provisions and safe channels in place to maintain security while its team is working remotely.
"These are extraordinary times," commented Girish Mathrubootham, CEO at Freshworks. "As the COVID-19 pandemic continues across the world, our thoughts are with those who have been impacted by the virus and we wish them a full and speedy recovery. While we are all remote, we are fully prepared with Business Continuity processes to ensure that we provide the same level of service and accessibility to Freshworks software."
"During this time, our support teams are available and can be reached through phone, email, website, and chat," added Mathrubootham. "Our product support team has activated their Business Continuity Plan (BCP) to abide by Service Level Agreements that meet the ongoing customer needs. [...] As the situation changes, you have our pledge that you will have our continued support. You can read more about our business preparedness and our safety measures here."
Useful services for the manufacturing and supply chain industry in response to COVID-19
Small Business Continuity Offer
For small businesses with under 50 employees, Freshworks is giving free and unrestricted use of its customer engagement tools for the next six months.
Tools include: Freshchat and Freshcaller
Messaging first customer service
For a limited time, Freshworks is offering its Freshchat platform with the WhatsApp Business integration free for three months, allowing businesses to take their customer service online.
Useful resources for the manufacturing and supply chain industry in response to COVID-19
‘Adapt and evolve your CX’
“Customer support is hard. Remote support is even harder.”
Freshworks has put together a variety of resources related to ‘business continuity’ and how to keep your team engaged.
‘Reimagine your sales strategy’
As a result of COVID-19 businesses are being forced to rethink how they sell and operate, Freshworks has put together a variety of resources to keep sales teams motivated.
‘Manage your global workforce remotely’
Freshworks also offers insights into delivering IT support during this era of businesses remote working.
“We are in this together. We will continue to monitor the global situation and offer continued support to our employees, customers, and partners as needed. As always, we thank you for your continued trust. Most importantly, we hope that you and your family are safe and remain healthy,” concluded Mathrubootham.
For more information on procurement, supply chain and logistics topics - please take a look at the latest edition of Supply Chain Digital magazine.