Opinyin brings a unique AI-powered customer satisfaction survey app to the Freshworks Marketplace that reads all the feedback for you

15th Oct 2020
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Opinyin, a unique AI-powered customer satisfaction survey solution developer, today announced its new app on the Freshworks Marketplace. The app delivers a full-featured, affordable survey solution that uses patented AI to automatically read every piece of feedback and provide the next generation of customer satisfaction data, all within the Freshdesk platform.

Freshworks Marketplace allows companies and developers to easily build apps that give access to a 360-degree view of customer information. With the integration of Opinyin to the Freshworks Marketplace, Freshworks customers will have access to traditional NPS®, CSAT and CES scores all directly in their Freshdesk platform. They will also get the customer pain and pleasure points extracted automatically from the feedback by the AI and Opinyin's unique comparative customer satisfaction scores (CLAS)™ based on how customers say they feel and which solve many of the recognised issues with satisfaction scoring.

Opinyin is suitable and cost-effective for businesses of all sizes with very affordable per agent cost. Set up is quick and there is no requirement to train AI models on existing data sets, it works from day one. The whole process runs on Freshdesk without any need to export sensitive customer data to a 3rd party system, thereby improving data protection compliance. With unlimited surveys and survey questions included as standard, different Freshdesk groups can have their own custom survey with access to the response data compliant with Freshdesk permissions and roles. The app lists all responses in a sortable view with just a click directing to the originating ticket. The survey responses are also embedded in the ticket history which makes root cause analysis quick and easy.

The app is configurable to send survey invites automatically on ticket close with necessary options to achieve the perfect engagement time for the customer to deliver the best response rates. Additionally, agents can manually add surveys in their responses, providing excellent flexibility.

Rob Lancashire, CEO, Opinyin says, 'We are very excited about the opportunity to work with a global leader like Freshworks. Even from the first discussion, it became clear that the partnership of such an excellent customer support platform like Freshdesk with the Opinyin solution was a great match. We believe that our app is a market-leading first on the Freshworks Marketplace. It will quickly and easily give businesses the enhanced data they know they need to deliver a great customer experience.

Opinyin is currently available on the Freshworks Marketplace at: https://www.freshworks.com/apps/freshdesk/opinyin_surveys

About Freshworks Marketplace

Freshworks Marketplace is the SaaS Industry’s First Fully-Integrated Customer Engagement Partner  Ecosystem. Launched in 2018, the Marketplace consists of 350+ partners across 40+ countries who resell, customize, and implement solutions and support customers worldwide.  Freshworks Marketplace features over 1000 apps developed by ISVs (Independent Software Vendors) and SIs (Systems Integrators).

About Freshworks

Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks SaaS products provide a 360-degree view of the customer, are ready to go, easy to use and offer quick return on investment. Headquartered in San Mateo, California, Freshworks’ 3,100+ team members work in offices throughout the world. For more information visit www.freshworks.com​.

About Opinyin

Opinyin is a Natural Language Processing AI specialist in the field of customer satisfaction measurement. Its patented technology is available in a full-featured, and uniquely affordable customer satisfaction survey solution that combines the features business have come to expect from such solutions with a powerful and unique application of AI that reads all the feedback for you. It delivers a market-leading understanding of how customers feel as well as elegantly dealing with recognized and frustrating issues that surround the leading satisfaction measurement methods. Headquartered in the UK with offices in Florida, USA, Opinyin is available as an intuitive and easy to adopt SaaS software solution. For more information visit: www.opinyin.com

NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.

Opinyin, the Opinyin Logo, Comparative Linguistic Analysis Score and CLAS are all trademarks of Essencient Ltd. Opinyin is a division of Essencient Ltd.

Media Contact:

Rob Lancashire, [email protected],