Freshdesk Software: Omnichannel SaaS-based Tool for Customer Support
What is Freshdesk Software?
Freshdesk is a SaaS-based, omnichannel CRM tool that enables businesses to deliver high quality customer support through automation, taking the burden off of digital marketers, sales managers, IT leaders, and customer support team.
As the flagship product of software company Freshworks Inc., Freshdesk provides users with service functions such as chat bots, automated ticket routing, in-depth reporting, service level agreement (SLA) management, and self-service options for optimal customer satisfaction.
What is Freshdesk Best For?
Freshdesk is known for its innovative approach to automate and improve customer support for enterprises and small-medium businesses (SMBs). Trusted by over 50,000 companies worldwide, this helpdesk software enables both better customer experience and employee experience.
The software unifies requests coming in from support channels such as live chat, web, email, phone, and social media, allowing users to assist customers through automation and customized communication methods. In addition, the platform also offers an AI-powered support chatbot, field service management, and other predictive support capabilities.
Despite its vast features, Freshdesk is incredibly easy to set up and use, and can be customized to meet your industry needs.
Freshdesk offers users three paid pricing options billed annually, as well as one free plan designed for up to 10 agents. Paid tiers include its ‘Growth’ and ‘Pro’ plans, priced at $15/month and $49/month respectively, as well as an ‘Enterprise’ tier priced at $79/month. All paid tiers come with a free 21-day trial.
Not sure which plan to choose? Reach out to our solutions specialist for customized advice.
Freshdesk supports integrations with different third-party software, including Slack, WhatsApp, Shopify, Salesforce, Jira, Microsoft Teams, and Mailchimp. The platform is compatible with Web, Android, and iOS operating systems.
How does Freshdesk Work?
To get started with Freshdesk, you can create a free account by clicking the ‘Free Trial’ button on the top right corner of the platform’s main website. You will then be able to set up basic functions to customize your interface experience on Freshdesk, such as adding support channels, agents, automation, and other admin tasks.
Once your basic features are set up, you will then be able to set up more specific and advanced features on Freshdesk, such as:
- Service level agreements (SLA management)
- Customer portals
- Knowledge base
- Customized dashboards
- Customer support tickets
Thanks to its smooth and easy-to-navigate user interface, users can implement Freshdesk to stay productive with powerful automation that reduces repetitive tasks.
Who is Freshdesk for?
FreshDesk is suitable for both large enterprises and small and medium-sized businesses in these industries:
- Retail & eCommerce
- Travel & hospitality
- Software & IT
- Banking & finance
- NGO & non-profits
- Real estate
- Media & entertainment
- Managed service providers
Freshdesk Software Features
Omnichannel Support Capabilities
Freshdesk allows users to unify and manage all customer support-related communications across digital and traditional channels on a single platform. Examples of channels available on Freshdesk include email, live chat and messaging, web, social media, and phone.
With Freshdesk’s automation features, users can leverage the platform’s built-in capabilities to automate helpdesk tasks in real time. Automations such as ticket dispatch, intelligent ticketing systems, time and event-triggered automation, and automatic email notifications are available on the Freshdesk software.
Field Service Management
Users can manage end-to-end field service operations on the platform. Freshdesk offers a scheduling dashboard for users to get a bird's-eye-view of their field team workflows, allowing users to reduce downtime, drag-and-drop appointments, balance workloads, and streamline tasks. People can also create service tasks for tickets requiring a field team response and track their status to completion.
Self-Service Options for Customers
Users can create a self-service experience by leveraging advanced chatbots, help widgets, feedback mechanisms, and a knowledge base with integrated forums to assist customers in finding instant solutions to questions without waiting for an agent. Users can take their knowledge base content across all the channels their customers reach out through, including websites, mobile apps, or chat.
Call Center Dashboard
With Freshdesk, users can manage their call center by accessing the live Freshdesk Contact Center dashboard. The platform’s call center dashboard lists live calls that are taking place in your virtual call center, allowing users to listen in on live conversations between agents and your customers while evaluating the overall effectiveness of their communication.
Is Freshdesk Right for You and Your Business?
Freshdesk is a fast-growing customer support software allowing brands to stay on top of their customers’ requests, and has remained a popular choice for businesses looking to boost engagement and manage customers as they scale.
Many have recommended Freshdesk for its customizable interface, which has allowed them to make as much contact as possible with customers across multiple channels. Others also found the platform’s automation tools enable more efficient business processes for better customer engagement and experience, ensuring tasks are organized smoothly.
Despite its popularity, many users have noted the pricing tiers available on the platform as rather expensive per agent or user, saying that it remains better to use Freshdesk on a desktop app than on a mobile app.
Freshdesk Software Pricing
For up to 10 agents
Industry-leading support for growing businesses
Advanced automation features for high performance
✔ Integrated ticketing across email and social media
✔ Ticket dispatch
✔ Knowledge base
✔ Ticket trend report
✔ Out-of-the-box analytics and reporting
✔ Providers for data center location
✔ Team collaboration
✔ 24/7 access to email support team
✔ Collision detection
✔ Over 1,000 marketplace apps
✔ In-depth helpdesk report
✔ SLA management
✔ Custom email server
✔ Custom ticket views
✔ Custom ticket fields and status
✔ Custom SSL
✔ Easily track time spent by agents on tickets
✔ Multiple products
✔ Up to 5,000 collaborators
✔ Round-robin routing
✔ Custom roles
✔ Custom reports and dashboards
✔ Segment customers for personalized support
✔ Canned forms
✔ Manage versions in knowledge base
✔ Community forums
✔ Extendable API limits
✔ SLA reminder & escalation
✔ Average handling Time (AHT)
✔ Unlimited products
✔ Easily manage agent shifts across time zones
✔ Custom objects
✔ Assist chatbot
✔ Email chatbot
✔ Audit log
✔ Skill-based routing
✔ Knowledge base approval workflow
✔ IP range restriction
✔ Canned response suggester
✔ AI-powered social signals
Freshdesk Software: Omnichannel SaaS-based Tool for Customer Support Features
Visual Workflow Management
Process Modeling & Designing
Real Time Reporting