Yulu Bikes invests in real-time customer support with Freshworks software, Business News


BENGALURU, India, Oct. 11, 2022 (GLOBE NEWSWIRE) — Freshworks Inc. (NASDAQ: FRSH), a software company that empowers the people who power businesses, today announced that Yulu BikesIndia’s Largest Micro Mobility Vehicles Service Uses Freshworks freshdesk™ and Freshchat™, to unify and automate customer support across multiple digital channels, including mobile apps and AI-powered chatbots.

India is an evolving market for electric mobility and Yulu enables first and last mile connectivity that is seamless, shared and sustainable. Over the past 5 years, Yulu has expanded its shared mobility business by introducing battery swap stations, which has led to an increase in the volume of incoming customer queries. Today, Yulu hosts India’s largest battery-as-a-service network with 3 million battery swaps to date.

A technology-driven mobility platform, Yulu Bikes was looking for a user-friendly experience native to its mobile app and available through the user’s channel of choice. This left Yulu’s support team navigating through fragmented customer conversations across multiple channels. With Freshworks, all the conversations are in one place and the business can track their team’s performance using custom analytics for metrics.

“We needed a system that could grow with us and deliver an experience that aligned with our modern, customer-centric vision,” said Ayushi Mishra, CX Manager of Yulu Bikes. “Freshworks’ solutions integrate seamlessly with our existing technology and have taken our customer service to the next level. Yulu Bikes envisions a future where its customers do not need to speak to a live agent and get instant resolutions to any query.

Chat is a priority area for Yulu’s customer-facing team. Most customers want to interact quickly with the company when faced with an issue on the road and don’t want to wait. Freshchat’s bot capabilities have dramatically reduced inbound chat volumes by 30% by providing real-time resolution. Using intelligent automation, Yulu is able to automate repetitive tasks and free its agents to focus on issues that require human intervention.

“The ability to witness team performance in real-time using dashboards helps us define metrics to delight our customers and Freshworks analytics provide deeper, actionable insights into agent performance, ticket trends and more to help optimize and make data-driven decisions to improve the overall support efficiency and experience we provide,” adds Mishra.

“Today’s consumers need and expect fast support,” said Karthik Rajaram, Vice President of Sales at Freshworks. “When a business is evolving as rapidly as Yulu, scalable technology is essential. We are excited to empower Yulu to create futuristic customer experiences.”

About Yulu Bikes

Yulu is India’s largest shared EV mobility and battery swapping company, founded in 2017 by seasoned, serial entrepreneurs with a mission to make urban travel clean, inclusive and sustainable. Backed by renowned and strategic investors, Yulu provides urban mobility as a service (MaaS) in Bengaluru, Mumbai and Delhi-NCR and has successfully created the largest battery-as-a-service (BaaS) platform powered by AI in India, to provide virtually infinite reach to its users. This network has completed more than 3.5 million battery swaps to date and enabled the accelerated adoption of electric mobility in India. As a pioneer in the field of electric vehicles, Yulu has influenced several policies aimed at electric vehicles and generated livelihood opportunities for millions of people. For more information, please visit www.yulu.bike or follow us on Twitter @YuluBike.

About Freshworks Inc.

Freshworks Inc., (NASDAQ: FRSH) makes business software people love to use. Specifically designed for IT, customer support, sales and marketing teams, our products empower the people who make business happen. Freshworks is quick to integrate, affordable, designed to delight, yet powerful enough to deliver critical business results. Based in San Mateo, Calif., Freshworks operates globally to serve more than 58,000 customers, including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. For the most recent company news, visit www.freshworks.com and follow us on Facebook, LinkedIn and Twitter.

© 2022 Freshworks Inc. All rights reserved. Freshworks and its associated logo are trademarks of Freshworks Inc. All other company, brand and product names may be trademarks or registered trademarks of their respective companies. Nothing in this press release should be construed to the contrary, or as an endorsement, approval or sponsorship by any third party of Freshworks Inc. or any aspect of this press release.

Media Contact:
David of Kingston
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