Freshworks Inc, has acquired Natero Inc, a customer success management software company.
Girish M
Chennai:
This helps companies predict and prevent customer churn, increase account expansion and manage more customers with fewer resources.
“Customer engagement should not stop with just marketing, sales and support. Today, every business needs to invest in proactively managing customers. The addition of the Natero Customer Success Suite enables businesses to understand their customers better, offer personalised and differentiated service and turn them into passionate advocates and customers for life,” said Girish Mathrubootham, Freshworks founder and CEO. “The acquisition extends our ‘customer-for-life’ vision to all teams, including account and customer success managers who require up-to-date customer usage and health data to engage those accounts at risk of churn or ready to buy more.”
With 56% of global consumers indicating that they’d switch brands after just one bad service experience, businesses must engage customers in real time and at scale to keep satisfaction high and churn low, according to Freshworks’ New Rules of Customer Engagement report.
The acquisition gives Freshworks a SaaS platform that unifies marketing, sales, support and, now, customer success. With Natero’s AI/ML-powered technology, the Freshworks platform puts actionable data in the hands of customer success professionals.
This helps companies predict and prevent customer churn, increase account expansion and manage more customers with fewer resources.
“Customer engagement should not stop with just marketing, sales and support. Today, every business needs to invest in proactively managing customers. The addition of the Natero Customer Success Suite enables businesses to understand their customers better, offer personalised and differentiated service and turn them into passionate advocates and customers for life,” said Girish Mathrubootham, Freshworks founder and CEO. “The acquisition extends our ‘customer-for-life’ vision to all teams, including account and customer success managers who require up-to-date customer usage and health data to engage those accounts at risk of churn or ready to buy more.”
With 56% of global consumers indicating that they’d switch brands after just one bad service experience, businesses must engage customers in real time and at scale to keep satisfaction high and churn low, according to Freshworks’ New Rules of Customer Engagement report.