Twilio for Freshdesk
Level Up Your Customer Support
With the Airecomms Twilio Freshdesk integration, allow your customers to interact with your support agents through the channels they prefer the most – SMS and WhatsApp.
Let your customers reach out and seek support through SMS and/or WhatsApp
No dreadful call waiting times
Improve customer satisfaction and customer retention
Benefit from the Convenience
of Texting
Messaging has proven to improve customer satisfaction rates with more people preferring to message a company than calling. It’s one of the most convenient, efficient, and accessible forms of communication – with no dreadful waiting time and non-stop background music as the customer tries to connect to a support agent.
By adding SMS and Whatsapp capabilities to your helpdesk software, the Twilio helpdesk integration allows your customers to reach out, create tickets, receive replies, and a lot more via their phone’s SMS service!
How Does The Freshdesk Twilio App Work
- User sends a query through SMS or Whatsapp on your company’s Twilio number
- A ticket is automatically created on Freshdesk
- Agent replies on the ticket through Freshdesk Twilio integration
- User receives reply on SMS
- User responds back through SMS
- Ticket thread is updated with the new message
Features of Freshdesk Twilio Integration
Powerful features that let you deliver an exceptional customer experience.
Automatic Ticket Generation
Generates tickets from incoming SMS and WhatsApp messages.
2-Way SMS/MMS/WhatsApp
Allows customers to send and receive messages to and from support agents through SMS, MMS, and WhatsApp.
Auto-Generated Texts
Send auto-generated texts via SMS or WhatsApp to customers when the status of their tickets is updated or when a new reply or note is added to their tickets.
Custom SMS Templates
Create custom message templates that can be used to respond to customer queries in a much faster and efficient way.
Multiple Twilio Numbers
By configuring multiple Twilio numbers, you can create individual support channels for each number.
Broadcast SMS
Send a broadcast SMS to all contacts saved in Freshdesk.
Proactive Messaging
Agents can proactively text any contact saved in Freshdesk via SMS or WhatsApp channel and create their tickets.
Auto-Responder Texts
Configure an auto-responder text that is sent to customers the first time they message your support channel.
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