The Times Australia
Small Business News

.

Freshworks announces Google integration


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

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 personalised 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.

Property Times

Duke of Dural to Get Rooftop Bar as New Owners Invest in Venue Upgrade

The Duke of Dural, in Sydney’s north-west, is set for a major uplift under new ownership, following its acquisition by hospitality group Good Beer Company this week. Led by respected private hotelier John Azar, the Good Beer Company has a proven t...

Top Tips for Finding the Ideal Block to Build Your Home

There’s something deeply personal and exciting about building your own home. You’re not just choosing paint colours or furniture, you’re creating a space that reflects your lifestyle, your dreams, and your future. However, before you start sketchin...

The Home Buying Process Explained Step by Step

Buying a home is a thrilling milestone, but it can also feel like navigating a maze without a map. With paperwork, finances, and decisions at every turn, understanding the home-buying process is crucial for success. Whether you're a first-time buye...

Thinking of Selling Your Home? Here’s What You Need to Know

Selling a home is more than just putting up a “For Sale” sign. It’s a strategic process that involves preparation, pricing, and negotiation - all aimed at getting the best value for your property. Let’s go through the most important steps to take b...

Food & Dining

Onsite Caterer vs a Full Service Venue: 9 important things to explore

Choosing between an external catering company and an all-inclusive venue is a major decision that affects cost, flexibility, food quality, and the overall event experience. Venues with in-house catering offer convenience and streamlined coordinatio...

Meal Prep as Self-Care? The One Small Habit That Could Improve Your Mood, Focus & Confidence

What if the secret to feeling calmer, more focused, and emotionally resilient wasn’t found in a supplement or self-help book — but in your fridge? That’s the surprising link uncovered by leading dietitians Anna Debenham and Alex Parker from The Biti...

Cult Favourite, TokyoTaco, Opens Beachfront at Mooloolaba this June

FREE Tokyo Tacos to Celebrate!  Cult favourite Japanese-Mexican restaurant TokyoTaco is opening a beachfront venue at the Mooloolaba Esplanade on Queensland’s Sunshine Coast this June.  The doors of the new venue will open on 18 June and to cel...

International lager claims crown as Australia’s most preferred beer

Launching its inaugural ‘Brand Map of Australia’, Tracksuit reveals Corona as the nation’s most preferred beer  Sydney, Thursday, 29 May 2025 - From iconic mass-produced lagers to innovative craft brews, beer is woven into the fabric of Australi...

Business Times

Agentforce for Financial Services: Merging AI and Human Expertise…

In this rapidly evolving world of financial services, deploying customer experiences that are personalized and intelligen...

Samsara Eco and lululemon announce 10 year partnership

lululemon and Samsara Eco Announce 10-Year Plan to Advance Recycled Material Portfolio Plan will see lululemon source a...

Barelli Bathrooms announces celebrity interior designer Kellie Ri…

Barelli Bathrooms, a leading name in contemporary bathroom accessories and design, is proud to announce its new national ...

The Times Features

Tricia Paoluccio designer to the stars

The Case for Nuturing Creativity in the Classroom, and in our Lives I am an actress and an artist who has had the privilege of sharing my work across many countries, touring my ...

Duke of Dural to Get Rooftop Bar as New Owners Invest in Venue Upgrade

The Duke of Dural, in Sydney’s north-west, is set for a major uplift under new ownership, following its acquisition by hospitality group Good Beer Company this week. Led by resp...

Prefab’s Second Life: Why Australia’s Backyard Boom Needs a Circular Makeover

The humble granny flat is being reimagined not just as a fix for housing shortages, but as a cornerstone of circular, factory-built architecture. But are our systems ready to s...

Melbourne’s Burglary Boom: Break-Ins Surge Nearly 25%

Victorian homeowners are being warned to act now, as rising break-ins and falling arrest rates paint a worrying picture for suburban safety. Melbourne residents are facing an ...

Exploring the Curriculum at a Modern Junior School in Melbourne

Key Highlights The curriculum at junior schools emphasises whole-person development, catering to children’s physical, emotional, and intellectual needs. It ensures early year...

Distressed by all the bad news? Here’s how to stay informed but still look after yourself

If you’re feeling like the news is particularly bad at the moment, you’re not alone. But many of us can’t look away – and don’t want to. Engaging with news can help us make ...