Editorial & Advertiser Disclosure Global Banking And Finance Review is an independent publisher which offers News, information, Analysis, Opinion, Press Releases, Reviews, Research reports covering various economies, industries, products, services and companies. The content available on globalbankingandfinance.com is sourced by a mixture of different methods which is not limited to content produced and supplied by various staff writers, journalists, freelancers, individuals, organizations, companies, PR agencies Sponsored Posts etc. The information available on this website is purely for educational and informational purposes only. We cannot guarantee the accuracy or applicability of any of the information provided at globalbankingandfinance.com with respect to your individual or personal circumstances. Please seek professional advice from a qualified professional before making any financial decisions. Globalbankingandfinance.com also links to various third party websites and we cannot guarantee the accuracy or applicability of the information provided by third party websites. Links from various articles on our site to third party websites are a mixture of non-sponsored links and sponsored links. Only a very small fraction of the links which point to external websites are affiliate links. Some of the links which you may click on our website may link to various products and services from our partners who may compensate us if you buy a service or product or fill a form or install an app. This will not incur additional cost to you. A very few articles on our website are sponsored posts or paid advertorials. These are marked as sponsored posts at the bottom of each post. For avoidance of any doubts and to make it easier for you to differentiate sponsored or non-sponsored articles or links, you may consider all articles on our site or all links to external websites as sponsored . Please note that some of the services or products which we talk about carry a high level of risk and may not be suitable for everyone. These may be complex services or products and we request the readers to consider this purely from an educational standpoint. The information provided on this website is general in nature. Global Banking & Finance Review expressly disclaims any liability without any limitation which may arise directly or indirectly from the use of such information.

Klarna selects Freshworks to excel in customer support

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.