Through Freshdesk, delight your customers and win them for life as long as you’re looking for an Omnichannel, AI-driven or Self Service solution for customer service.
Furthermore, companies around the world use Freshdesk to deliver exceptional customer service and experience. For one thing, it’s able to streamline the processes by providing multi-channel support.
Not forgetting, the software also helps customer agents become more productive through automation and game mechanics.
Just as it is unthinkable to leave a store without a salesperson, it is essential for brands to adopt customer support channels during their online purchases.
Therefore, apart from Freshdesk, you should Manage all your digital customer service channels through a single platform like RingCentral Engage Digital.
Whereby, agents can manage multiple channels through a unique interface. Increasing their response speed, streamlining resource allocation and leveling the flow.
What is Freshdesk?
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. First, 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.
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 email, phone, website, and social networks.
In simple terms, Freshdesk is a complete solution for companies to support their customers through powerful and usable features. And since it is affordable and scalable, it easily integrates with other apps. And therefore, it’s designed to help support agents be more productive and helpful to customers.
What is Customer Support Software?
Simply put, the purpose of Customer Support Software is to enable you to manage, organize and track customer requests using a single platform. Likewise, it consolidates these issues and conversations and associates them with customer records. While providing your CRM and sales more insights to personalize campaigns.
The main feature is the ticketing system, which transforms customer emails, calls, social posts, and chats messages into tickets and routed to agents for immediate resolution. But, what is customer support software really in relation to other service-oriented solutions like Bitrix24, Helpdesk, and Freshdesk?
In a study by Human Development Index (in short HDI), an association of technical support professionals, the support center is most commonly referred to as a service desk (36%) or help desk (23%). Both support channels, however, focus on providing technical assistance, either to customers or employees.
Specifically, the help desk handles break-fix cases, for example, computer crashes, while the service desk not only addresses break-fix issues but also accommodates tech-related requests like a new computer.
In contrast, customer support software is a more general help desk that tries to resolve customer queries around the product beyond its technical aspects, but within the break-fix mold.
What are the Freshdesk main Features?
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 software is designed to meet the demands of both small businesses and large companies. With it, users can broaden their reach through launch multi-channel support.
In addition, its tangible features allow them to streamline operations using automation tools. Perse, as they increase productivity through gamification. As well as reinforce customer support efforts using self-service portals.
Check out the list below of some of the Freshdesk features:
- Multi-channel help desk
- Reporting and analytics
- Secure help desk, etc.
With Freshdesk, you can realize your vision of operational efficiency for your agents. It includes a quality ticketing module that lets you convert every transaction into a ticket.
Additionally, its integrated multi-channel support ensures that you no longer have to overwhelm yourself with so many tools to navigate.
What are the Benefits of Freshdesk?
It streamlines customer conversations across different channels such as email, social media, phone, and chat. And it’s certainly designed for maximum collaboration. Thanks to its tools for streamlining ticket delivery and management. And a feature that lets you tag tickets according to properties and requirements.
Its Service Level Agreement management module facilitates effective delegation of tickets by setting up rules and requirements. Freshdesk is also packed with collaboration tools that help internal teams find context in issues and solve them. Offering a way for users to collaborate on a ticket and even split these into smaller tickets.
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:
What are the Alternatives of Freshdesk?
As I had earlier mentioned, there are more alternatives to Freshdesk like RingCentral Engage Digital. These systems offer powerful solutions for customer service.
Just like Freshdesk unifies conversations. From email, phone, web, chat and social, and helps you resolve issues across channels effortlessly. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports.
Freshdesk is used by over 150,000 customers, including Bridgestone, HP, Harvard University and DHL. But I can’t forget to mention other relatives;
- SupportCenter Plus
- Agile CRM
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. And 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.
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