Klarna implements Freshworks solutions to give agents a holistic view of customer support

Freshworks, the leading provider of cloud-based business software, and global payments provider Klarna have entered a business deal designed to help Klarna improve merchant- and customer support.

Through the deal, Klarna started using a Freshworks product that equips its support agents with a 360° view of all customers, providing the tools necessary to offer outstanding support.

“Customer support has become key to business success at most companies – especially in the area of disruptive financial services like Klarna offers its customers – and this is very much true at Klarna as well,” Roshni Bharadwaj Mahendiran, Product Manager, Contact Channels at Klarna said. “With Freshworks’ solutions, we will be able to give our agents the information when they need it to provide unprecedented support service levels and a smooth service experience. As a company, Freshworks has also been a terrific partner as they helped us to further define and implement our strategy as a knowledgeable counterpart, thus adding the right spirit across company borders.“

The Freshworks solution makes it possible for Klarna to integrate current systems and allow flexible adaptations to the architecture landscape, e.g. by adding AI components at a later time. This way, Klarna is both improving and future-proofing its customer support platform with Freshworks. Freshworks’ chat software Freshchat is integrated in Klarna’s app as a messaging channel.

The Klarna and Freshworks relationship started as both companies realized that they have matching values in that customer service is and will remain a key business differentiator. As Klarna has seen spectacular growth, its growing number of support systems and communication channels have resulted in an increasingly complex environment, making it a challenge to maintain its top level customer support. With Freshworks, Klarna is addressing the challenge: Having all channels and all relevant customer information in one interface is a great advantage for the agents and thus increases support efficiency.

“It is a true pleasure working with Klarna,” Arun Mani, Managing Director, Continental Europe at Freshworks, said. “It is one of the most successful and fastest-growing companies in its market, and we feel a strong connection to them in that both companies are convinced that excellent customer service is crucial for long-term success.”

Klarna and Freshworks implemented the system in a very short time frame across 11 countries without disrupting normal business operations. The training was carried out through on-site workshops in combination with e-learning.