FRESHWORKS NZ CONSULTING & IMPLEMENTATION
Freshworks Consultants for Customer Service, CRM and ITSM in NZ
Whether you are considering Freshworks for a new CRM or service platform, moving from another system, or looking to get more from your existing Freshworks setup, Hatchit can help.
- Freshworks Consulting & Implementation
- Customer Service, CRM & ITSM Solutions
- Data Migration, Integration & Automation
- Training & Ongoing Support
New Zealand-Based Consultants
Authorised Freshworks Partner
Supporting 200+ NZ Organisations
FRESHWORKS CONSULTING & SUPPORT
Find the Right Freshworks Solution for Your Business
Freshworks offers solutions for customer service, IT service management, sales, marketing and AI. The challenge is choosing the right products and configuring them around the way your teams work.
Hatchit can help if:
- You are unsure which Freshworks products your organisation needs
- Customer enquiries or sales leads are being missed
- Your teams rely on manual processes or disconnected systems
- You need to migrate customer or service data from another platform
- Your workflows, automation or integrations are not working properly
- Your reporting does not provide a clear view of performance
- Your existing Freshworks setup is difficult to manage or underused
We can assess your requirements, recommend the right Freshworks solution and help you implement a new setup or improve your existing one.
Explore Freshworks Solutions
AI-POWERED CUSTOMER SERVICE
Improve Customer Service With Freshdesk Omni
Freshdesk Omni is an AI-powered customer service solution that brings ticketing, email, live chat and messaging into one connected environment.
It can help if customer enquiries are spread across different channels, requests are being missed, response times are inconsistent or agents cannot see the full customer history.
Hatchit can configure Freshdesk Omni around your support channels, teams and customer service processes, including
- Ticket routing, prioritisation and service levels
- Email, live chat and messaging channels
- Customer self-service and knowledge resources
- Workflow automation and service reporting
We can also review and improve an existing Freshdesk Omni setup that is difficult to manage or no longer supports the way your service team works.
The result is a more organised support operation, faster responses and a more consistent customer experience.
Explore Freshworks Customer Service Solutions
Within the Freshworks customer service portfolio, Freshdesk and Freshchat provide dedicated capabilities for support and digital conversations.
Freshdesk
Manage customer enquiries with ticketing, help-desk workflows, customer self-service and reporting.
Freshchat
Connect with customers through live chat, messaging and conversational support.
FRESHSERVICE ITSM
Improve IT and Employee Service Delivery With Freshservice
Freshservice is AI-powered ITSM software that brings IT support, employee requests, service operations and asset management into one platform.
It can help if requests are managed through emails or spreadsheets, employees do not know where to ask for help, approvals are slow or your team has limited visibility across incidents and IT assets.
Hatchit can configure Freshservice around your IT and employee service requirements, including:
- IT incidents and service requests
- Employee self-service
- Workflow routing and approvals
- Employee onboarding
- IT asset management
- Service reporting and insights
The result is a clearer service process, less manual administration and a better support experience for employees.
SALES CRM & MARKETING AUTOMATION
Connect Sales and Marketing With Freshsales Suite
Freshsales Suite brings sales CRM and marketing capabilities together to help teams manage prospects from initial engagement through to conversion.
It can help if leads are not followed up consistently, sales and marketing information is disconnected, pipelines do not reflect your sales process or reporting does not show where opportunities are being lost.
Hatchit can configure Freshsales Suite around your customer journey and sales process, including:
- Customer and contact management
- Sales pipelines and opportunity tracking
- Lead assignment and follow-up
- Email campaigns and customer journeys
- Sales and marketing automation
- Reporting and integrations
We can also migrate data from another CRM or improve an existing Freshsales Suite setup that is not delivering the results you need.
The result is more consistent lead management, better coordination between sales and marketing, and clearer pipeline visibility.
Explore Freshworks Sales and Marketing Solutions
Within the Freshworks sales and marketing portfolio, Freshsales and Freshmarketer provide dedicated capabilities across CRM, sales automation and marketing engagement.
Freshsales
Manage customer relationships, sales pipelines, opportunities and sales automation.
Freshmarketer
Create marketing campaigns, automated customer journeys and personalised communications.
FRESHWORKS AI CAPABILITIES
Reduce Repetitive Service Work With Freddy AI
Freshworks AI supports customer service and IT service teams through Freddy AI capabilities designed for customers, employees, agents and service leaders.
It can help if your teams spend too much time answering common questions, manually sorting requests, searching for information or reviewing service data.
Hatchit can help identify practical AI use cases, prepare your workflows and knowledge content, and configure relevant capabilities within Freshdesk Omni or Freshservice.
Freddy AI Capabilities
Freddy AI Agent: Provides automated self-service for customers and employees
Freddy AI Copilot: Helps service agents find information, summarise conversations and prepare responses
Freddy AI Insights: Helps service leaders understand performance, identify trends and uncover service issues
The result can be faster self-service, less repetitive work and more productive customer and employee service teams.
Note: Availability varies by Freshworks product and plan.
IMPLEMENTATION, INTEGRATION & SUPPORT
How Hatchit Can Help
We focus on making Freshworks fit your business processes, teams and customer journeys.
Whether you are starting with Freshworks or already using it, Hatchit can provide practical support from initial planning through to ongoing improvement.
01
Consulting & Selection
Understand your requirements and identify the appropriate Freshworks products.
02
Implementation & Configuration
Shape Freshworks around your customer, sales and service processes, automation and reporting.
03
Data Migration & Integration
Transfer your data and connect Freshworks with the business tools you already use.
04
Automation & Improvement
Reduce manual work and improve routing, follow-up and service delivery.
05
Training & Ongoing Support
Help your team use the platform effectively and continue improving it over time.
Frequently Asked Questions About Freshworks
What is Freshworks software used for?
Freshworks provides software for customer service, IT service management, sales, marketing and workflow automation. Products such as Freshdesk Omni, Freshservice and Freshsales Suite help teams manage customer enquiries, internal services, sales activity and connected business processes.
Does Hatchit provide Freshworks implementation in New Zealand?
Yes. Hatchit provides Freshworks consulting and implementation for organisations across New Zealand. We can help select the appropriate products, configure the platform, migrate data, create automation, integrate other systems and prepare your team to use Freshworks.
Which Freshworks product is right for our organisation?
The right product depends on the processes you need to improve. Freshdesk Omni supports customer service, Freshservice provides IT service management, and Freshsales Suite brings sales and marketing activity together. Hatchit can assess your requirements and help identify the most suitable option.
What is the difference between Freshdesk Omni and Freshservice?
Freshdesk Omni is an omnichannel customer service platform for managing enquiries across email, chat, messaging and contact centres. Freshservice is IT service management software designed for incidents, service requests, employee services, changes and IT assets.
How does Freshworks support AI customer service and automation?
Freshworks uses Freddy AI and customer service automation to help teams classify and route enquiries, suggest responses, surface relevant information and automate repetitive activities. Hatchit can configure these capabilities around your customer journeys, service processes and escalation requirements.
Can Freshservice support IT service and asset management?
Yes. Freshservice provides IT service management and IT asset management capabilities for incidents, requests, changes, assets, service catalogues and employee self-service. Hatchit can configure Freshservice around your IT processes, responsibilities, workflow automation and reporting requirements.
Can Hatchit integrate and improve an existing Freshworks setup?
Yes. Hatchit can review your current Freshworks environment and identify opportunities to improve its configuration, data, workflow automation, integrations and reporting. We can also connect Freshworks with relevant websites, CRM platforms, finance software and other business applications.
FRESHWORKS ENQUIRY
Talk to Our Freshworks Consultants
Tell us whether you are considering Freshworks, moving from another platform or looking to improve your current Freshworks setup. We will review your requirements and contact you to discuss an appropriate next step.
