Freshchat is a ecommerce helpdesk service from Freshworks, designed to help businesses more effectively deliver customer service. Appstle Subscriptions integrates natively with this application.
First, ensure that both apps are installed and active in your store. Then in Appstle Subscriptions, navigate to More > Shop Settings.
Scroll down until you find the section for API Key, then copy it.
Now in Freshchat, follow the steps outlined below:
Enter your Freshchat Domain URL: Go to yourDomain.myfreshworks.com/crm/sales/personal-settings/api-settings, get the Chat URL, and enter without the /v2 at the end.
Enter your Freshchat API Key: Go to yourDomain.myfreshworks.com/crm/sales/personal-settings/api-settings, and get the Chat URL, and get your API Key. Generate one if you don’t already. Use Account Admin API Key.
Click “Authenticate Account”.
Customize RBAC, Cancellation Reasons, then hit Save at the bottom.
Here's how this integration transforms customer support:
Enhanced Subscription Visibility:
Support agents can now view all subscriptions of a particular customer directly from the Freshchat inbox. This visibility extends to viewing subscriptions grouped by their status, providing a clear overview of active, paused, canceled, and expired subscriptions. This immediate access to subscription details allows agents to offer personalized support swiftly.
Deep Dive into Subscription Details & Order Details right from the Freshchat Inbox:
1. View the three most recent subscriptions at a glance:
2. View all subscriptions grouped by Status by clicking “View All” in the above screenshot:
3. Drill down into specific subscriptions, and view all orders within a particular subscription, offering a timeline of the customer's engagement and purchase history.
4. Accessing detailed information about any specific order within a subscription, enabling agents to address queries or issues with precision.
These capabilities ensure that agents have all the necessary context at their fingertips, eliminating the need to toggle between systems and streamlining the support process.
Empowering Actions within Freshchat:
The integration empowers support agents with the ability to take direct actions on subscriptions from the Freshchat inbox. This includes:
1. Active Subscriptions can be paused/canceled, offering flexibility in managing customer needs.
2. Canceled Subscriptions can be reactivated, encouraging continued engagement and loyalty.
3. Paused Subscriptions can be either reactivated or canceled based on customer preferences.
These Actions can be performed from 3 different places:
1. From the Chat Inbox’s App Widget / At-a-Glance View:
2. From the View All Page:
3. From each Subscription’s Landing Page:
Cancel along with Cancellation Reason:
These actions are seamlessly integrated into the chat interface, allowing for immediate resolution of customer requests.
Admin Settings:
Understanding the diverse needs of e-commerce businesses, the integration offers customization options for admins.
Go to Admin Settings > Marketplace Apps > Installed Apps > Appstle Subscriptions > Settings > Edit Settings:
1. Role-Based Access Control: Admins can define which agents have the authority to perform actions on subscriptions, ensuring that sensitive operations are handled by qualified personnel.
2. Custom Cancellation Reasons: Admins have the flexibility to customize cancellation reasons, allowing for more accurate tracking of customer feedback and trends.
(Referenced from Freshworks' respective help article: https://crmsupport.freshworks.com/en/support/solutions/articles/50000009621)