Zoom – Freshchat Case Study

CX Solution

Zoom – Freshchat

Integration Objective

The objective was to integrate Zoom with Freshdesk, Freshchat, and Freshworks CRM, enabling agents to manage customer calls, create tickets in Freshdesk, and view existing tickets seamlessly. We can also do contact creation in Freshworks CRM for unknown callers, provide agents with quick access to customer history during calls, and reduce manual effort by streamlining ticket management and customer interactions.

Sandeza Solution

Sandeza came up with the solution of integrating Zoom with Freshworks CRM, Freshchat, and Freshdesk.​
A custom widget was developed to handle Zoom calls directly within the Freshworks ecosystem. When a call comes in, Freshchat fragments are automatically invoked for real-time interaction. The widget allows agents to create Freshdesk tickets for the caller and view their past tickets. For unknown callers, a new contact is created automatically in Freshworks CRM. This ensures that all interactions are logged, tickets are tracked, and no customer information is lost.

Results and Benefits

The solution streamlined chat and video interactions, cutting Mean Time to Resolution (MTTR) by 14%. Improved automation and real-time engagement boosted First Contact Resolution (FCR) by 10%, enhancing customer experience.