Last Updated Nov 8, 2024
Overview
Discover Freshdesk, a comprehensive customer support solution. Manage all your customer interactions across multiple channels from one unified platform. With secure data protection, easy scalability, and a feature-rich interface, Freshdesk simplifies support, making it easier to focus on what really matters - your customers.
Overall Rating
Based on 13 users reviews
4.4
Rating Distribution
Positive
92%
Neutral
8%
Negative
0%
Starting Price
$0
/unlimited
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Freshdesk Software: Omnichannel SaaS-based Tool for Customer Support Specifications
Time Tracking
Task Management
Reporting
Budget Management
What Is Freshdesk Software?
Overview
Freshdesk project management platform offers a cloud-based customer service system that helps businesses deliver exceptional service across every customer touchpoint. The software offers a suite of tools, including AI-powered conversations, no-code bots, and efficient ticket management.
The software also provides a mobile app, helping customer support teams to deliver customer service on the go. It is an all-in-one tool that aims to provide businesses with everything they need to deliver excellent customer service. In this Freshdesk review, you can learn more about its features or pricing options.
What Is Freshdesk Software Best For?
An important feature of Freshdesk is its omni-channel Support. This feature allows businesses to manage customer interactions across multiple channels including email, phone, social media, live chat, and more, all from a single interface. Regardless of how a customer chooses to reach out - be it via Twitter, email, or a direct call - the support agent receives the ticket in one unified view, making it easier to manage and respond promptly.
Freshdesk Pricing
There are different options when it comes to Freshdesk price:
- Free - $0
- Growth - $18/agent/month
- Pro - $59/agent/month
- Enterprise - $95/agent/month
Disclaimer: The pricing is subject to change.
Freshdesk Integrations
The software integrates with different third-party applications, including Mailchimp, WooCommerce, Google Calendar, and Office 365. Other integration options offered by Freshdesk are:
How Does Freshdesk Work?
Get started with Freshdesk software using these simple steps:
- Use your Freshdesk credentials to log in
- Add the agents who will be using Freshdesk and assign roles (like admin, agent, or supervisor)
- Customize your customer support portal to match your brand's look and feel
- Set up a knowledge base here to help customers find answers to common questions
- Create custom fields for tickets if needed to capture additional information about the support requests
- Set up automation rules to streamline your support process
Who Is Freshdesk For?
Freshdesk provides powerful solutions for customer support teams in SMBs and large-scale enterprises. It is mainly used by administrators, agents, and support managers who handle customer inquiries, manage tickets, and provide resolutions to customer issues.
Freshdesk helps the following industries:
- IT Services
- E-commerce
- Hospitality
- Healthcare
- Finance
- Telecommunication
Is Freshdesk Right For You?
Freshdesk might be the answer to all of your customer support service requirements, offering ticket management, self-service portals, and collaboration tools. It is used across reputable businesses, such as Pearson, Sonata, Bridgestone, and OrderIn.
Freshdesk offers secure, encrypted servers to protect your data. It takes matters of data security very seriously, being hosted on the highly reliable Amazon AWS servers. Moreover, Freshdesk provides options to restrict access to your support portal using IP addresses and has strict password policies.
At the same time, it is designed to scale with your business, allowing you to scale your customer support effortlessly across multiple products, regions, languages. The case of Freshdesk scaling from zero to 150,000 customers showcases their capability to handle large-scale operations.
If you would like more information before you sign up, contact us at (661) 384-7070.
Freshdesk Software: Omnichannel SaaS-based Tool for Customer Support Features
Freshdesk's ticketing feature enables users to manage support tickets efficiently. It allows users to prioritize, categorize, and assign tickets to ensure that no issue goes unnoticed. The system also prevents multiple agents from working on the same ticket unintentionally by tracking all incoming support tickets from various channels in a single inbox.
With Freshdesk, users can collaborate with experts both within and outside their organization to resolve complex issues faster. It allows sharing ownership of tickets with other teams without losing visibility into progress. Additionally, it enables linking of related tickets together to keep track of widespread issues and deliver consistent responses.
It offers omnichannel support by unifying and managing all support-related communications from multiple channels on a single platform. This feature converts support emails into trackable tickets, sets up a fully functional call center. As a result, it provides engagement, support, and customer retention through live chat and integration with social media platforms.
Freshdesk's automation feature simplifies repetitive helpdesk tasks. It automatically assigns tickets to agents and groups based on keywords, requester, or properties. It also executes maintenance activities on tickets based on time triggers or event triggers and notifies customers and agents automatically about changes happening in their tickets.
The software also enhances the customer experience by providing self-service options. It includes a knowledge base and forums that deliver instant and precise answers to customer questions. Agents can also convert their ticket replies into knowledge-based articles, providing a valuable resource for future inquiries.
Users can monitor and improve helpdesk performance with its robust reporting and analytics features. They can also gauge how customers feel about support using customer satisfaction reports, monitor helpdesk performance using real-time data. about tickets, trends, and groups.
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