Integration Spotlight: Freshdesk + Attentive

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Posted in
Product News
Published on
Dec 3, 2019
Written by
Lisa Khoury
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Attentive’s integration with Freshdesk, a cloud-based customer service software providing helpdesk support, enables brands’ customer support teams to directly answer customer requests sent via text message, resulting in more revenue.

Attentive is excited to announce our integration with Freshdesk, a cloud-based customer service software providing helpdesk support. Through this integration, brands can ensure their customer support teams are able to directly answer customers’ requests sent via text message.

This integration with Freshdesk will also give customers the option to ask their questions and request support through their preferred terms and channel, which in turn will help brands drive more revenue. We’ve found that Attentive clients who quickly respond to shoppers’ inquiries received via text messaging are driving 31% more spend from customers who receive replies vs. those who do not.

“Marketing and customer service are more closely connected than ever before, and are both important parts of the overall experience shoppers have with our brand,” said Kari Skitka VP of Growth at Function of Beauty. “We’re excited that Attentive and Freshdesk have partnered together to make the customer service experience over text messaging even easier for our shoppers.”

How it works

Brands can choose between automatically forwarding all messages to their customer support team or having shoppers confirm they would like assistance.

  1. Message forwarding: All text message responses received from a customer are automatically forwarded to your customer support team queue in Freshdesk so they can quickly assist the customer with their request.
  2. Support confirmation: Connect shoppers to a customer support representative when they need it the most. After a customer responds with a text message, they will be prompted to confirm they want to be connected with a customer support representative for assistance.

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