In the first place, Freshdesk is a cloud-based customer support software and helpdesk solution. Secondly, it is a platform with a comprehensive set of tools and features to help businesses support all the needs of their customers.
With this in mind, companies around the world use it to deliver exceptional customer service and experience. Equally, they are able to streamline their processes and provide multi-channel support.
Not forgetting, the software also helps customer agents become more productive through automation and game mechanics.
Why is Freshdesk useful?
Freshworks Inc is the company behind Freshdesk Helpdesk Software.
Whereby, it provides a platform that enables small and medium-sized businesses to support customers through e-mail, phone, website, and social networks.
On one hand, Freshdesk is a complete solution for companies to support their customers. It has powerful and usable features.
On the other hand, it is affordable, scalable, integrates with other apps and designed to help support agents be more productive and helpful to customers.
What are the main Freshdesk Features?
Check out the list below of some of the Freshdesk features:
- Multi-channel help desk
- Reporting and analytics
- Secure help desk
- And more
What is Freshworks?
Freshdesk, Inc. is a privately held information technology and services company with headquarters in San Bruno, CA, USA. It also has offices in Chennai, India; London, UK; Sydney, Australia; and Berlin, Germany.
Additionally, it was founded by Girish Mathrubootham, CEO, and Shan Krishnasamy, CTO in 2010. Less than a year since its public launch, it won the Microsoft Bizspark Startup Challenge.
After several rounds of funding and 7 acquisitions, it is now servicing 80,000 customers worldwide.
Business software is clunky, expensive, hard to set up and frustrating to use.
Countless hours are wasted trying to customize these solutions and they often require expensive professional services to get everything to work.
In the end, the solution becomes so complex that businesses need to hire full-time employees to babysit the software.
Freshdesk Features, Benefits, Product Strengths
It streamlines customer conversations across different channels such as email, social media, phone, and chat.
Below are some of the Benefits of using Freshdesk Helpdesk.
1. Ticketing, Knowledge Base, Community Forums:
Freshdesk has a powerful ticketing system that provides agents with various tools and information. The system gives them an important status, contextual info, private notes, and more.
They can also easily send formatted replies, view and manage tickets with just a few clicks. Other features include team inbox, SLAs, canned responses, bulk actions, scenario automation and more.
For self-service experience, the system allows users to create a knowledge base or provide community forums. They can customize the look, feel and functionality of their portal.
2. Multi-channel, Multi-product, Multi-lingual Support:
Each account can have an unlimited number of mailboxes, enabling agents to support all emails in one place. In addition, it also has a built-in phone channel, allowing users to instantly set up a dedicated call center on the cloud.
Then again, it supports live chat, feedback widget, Facebook and Twitter channels. It can support an unlimited number of products where tickets flow into one helpdesk and get categorized into different agents or teams.
The helpdesk can have multiple SLA policies, support different time zones in multiple business hours. The system allows users to support customers in over 30 languages.
Also, it allows integration with services such as Transifex, Localizes and Google Translate, among others.
3. Automations, Gamification, Mobile, Integrated Apps, and more:
Freshdesk helps customer agents be more productive with powerful automation.
For example, it has features such as automatic ticket dispatch, ability to handle repetitive routines, tasks, and trigger time-based actions.
Users can also set up rules based on events, and trigger corresponding actions. Gamification adds excitement and competition among agents, allowing them to have fun, be more productive while helping customers.
Native mobile apps are available for Android and iOS platforms. In-App support is also available while using the mobile app for answering questions and resolving issues.
Moreover, users can extend their support capabilities with integrations to popular apps such as Google Apps, CRM systems, invoicing tools, e-commerce applications, and more.
Here is a list of some of the Freshdesk integrations:
How much does Freshdesk cost?
Notably, Freshdesk pricing is based on three plans which range in price from $63 to $168 per agent per month, paid annually.
However, the main differences between the plans are the chat options, manner of ticket assignments, and data center location.
Above all, all plans give small businesses the ability to handle customers through email and phone channels.
Freshdesk offers a freemium pricing plan with different configurations to fit different company requirements and sizes.
For example, the free Sprout plan includes up to 3 agents and email support channels, standard phone channel and knowledge base features.
By the same token, higher plans include more advanced features. 24×7 email support and 24×5 phone support is included in all plans.
But, of course, a 30-day free trial period is also available, where users start on the Estate plan.
Ready to get started? Get a free trial.
As a matter of fact, Freshdesk is for businesses and companies of all sizes across industries.
For one thing, it is for organizations that need to engage and support their customers for products and/or services offered.
Currently, it supports more than 30 languages. Such as; English, German, Dutch, French, Italian, Portuguese, Brazilian Portuguese, Spanish, Danish, Finnish, Swedish, Polish, Czech, Chinese, Japanese, and more.
In addition, it also integrates with translation services also such as Google Translate and others quite well too.
On the other hand, its clients include Avast, Bridgestone, Honda, Macmillan, Dandelion Chocolate, Cisco, Hugo Boss, Pearson, Sony Pictures, Goodreads, Petronas, and Unicef.
Now you know what it takes to be successful with the complete Freshdesk Helpdesk Software.
But, if you have additional information, contributions or even suggestions, please Contact Us.
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