It’s no secret that Freshdesk is a great software solution for customer service and self-service.
Business owners eventually need a way to handle conversations with customers, employees and IT requests, whether they’re dealing with service-related issues or IT requests.
In this article, we’re going to review Freshdesk and talk about its features and price.
What Is Freshdesk?
★★★★★
Freshdesk, a new platform from Freshworks, is geared towards small businesses, unlike Freshservice, an enterprise product.
There are a lot of features in the app that make it easy and fast to get customer support.
Customers get frustrated when they don’t get their support in a timely manner or when problems take forever to fix.
Businesses that want scalable support desk tools for multi-channel customer engagement will find it useful.
It’s not just about communication – it’s also about automating workflows, managing SLAs, generating reports, and letting people self-serve.
Support is easier and more automated with Freshdesk. You get answers from an Answer Bot that’s accurate and fast.
To start, let’s see if Freshdesk is any good. The quick answer is yes, Freshdesk is great.
When To Use Freshdesk?
Business across various industries and sizes can benefit from Freshdesk’s customer service and help desk software. Freshdesk is particularly useful in the following scenarios:
Customer Support and Helpdesk: Freshdesk is designed to streamline customer support operations. It’s perfect for managing customer inquiries, resolving issues, and providing efficient helpdesk services. Whether you’re a small business or a large corporation, it can centralize and organize customer interactions.
Multi-Channel Support: In today’s digital age, customers reach out through various channels, including email, chat, social media, and phone. Freshdesk offers a unified platform to manage all these channels effectively, ensuring that no query falls through the cracks.
Growing Businesses: As your business expands, so does your customer base and their support needs. Freshdesk scales with your growth, making it ideal for startups and enterprises alike. You can easily adapt it to your evolving requirements.
Knowledge Base Creation: Freshdesk allows you to create a comprehensive knowledge base for your customers. This self-service option empowers customers to find answers to common questions, reducing the workload on your support team.
Automation and Efficiency: With its automation features, Freshdesk can help streamline repetitive tasks, such as ticket assignment and categorization. This frees up your support agents to focus on more complex issues.
Analytics and Reporting: Freshdesk provides valuable insights into customer support performance through analytics and reporting tools. It helps you identify areas for improvement and optimize your support strategy.
In summary, Freshdesk is the go-to solution when you need a powerful, user-friendly, and scalable platform to manage customer support, streamline operations, and enhance the overall customer experience.
Whether you’re a startup or an established enterprise, Freshdesk can be tailored to meet your specific needs and grow with your business.
Freshdesk offers a comprehensive suite of tools designed to streamline and optimize your support ticketing process. We’ll delve into these features and how they can revolutionize your customer support operations.
1. Team Inbox: Freshdesk provides a centralized inbox that allows your support team to view and manage all incoming tickets from various channels in a single interface. No more juggling between multiple platforms or missing critical messages.
2. Agent Collision Detection: Avoid the awkward and potentially counterproductive scenario of multiple agents working on the same ticket simultaneously. Freshdesk’s collision detection system ensures that only one agent can edit a ticket at a time, preventing conflicting responses.
3. SLA Management: Service Level Agreements (SLAs) are essential for setting response and resolution time expectations. Freshdesk’s SLA management feature empowers you to establish and track these agreements, ensuring that customer expectations are met consistently.
4. Ticket Field Suggester: Save time and enhance ticket accuracy with the ticket field suggester. It intelligently suggests the most relevant fields and information based on the nature of the inquiry, simplifying the ticket-creation process.
5. Thank You Detector: Freshdesk’s Thank You Detector helps identify positive feedback within tickets, and prevent the reopening of tickets when customers respond with a thank you.
6. Custom Ticket Status: Tailor your ticket statuses to match your unique workflow. With custom ticket statuses, you can define stages specific to your business processes, ensuring that nothing falls through the cracks.
7. Scenario Automation: Automate routine tasks and processes with scenario automation. This feature enables you to create predefined workflows that trigger actions based on ticket events, reducing manual workloads and enhancing efficiency.
8. Canned Responses: Respond swiftly and consistently to common customer inquiries using canned responses. These pre-written templates empower your agents to provide standardized, accurate answers, and save valuable time.
Incorporating these Freshdesk features into your customer support workflow can lead to substantial benefits. You’ll experience improved efficiency, reduced response times, increased customer satisfaction, and enhanced agent productivity.
2. Solve Problems Collaboratively
Freshdesk understands the importance of collaboration and shared responsibility. This article sheds light on Freshdesk’s collaborative features, empowering organizations to resolve complex issues with ease and agility.
1. Collaborators: Freshdesk empowers you to tap into the expertise of both internal and external collaborators, facilitating the resolution of intricate issues. Whether it’s seeking assistance from a subject matter expert within your organization or collaborating with external specialists.
2. Shared Ownership: Sharing the responsibility for ticket resolution across different teams is often necessary, but it shouldn’t mean losing track of progress.
Freshdesk’s Shared Ownership feature allows you to share ticket ownership seamlessly with other teams while maintaining full visibility into the progress being made on the issue.
This ensures that the right people are engaged, and issues are addressed swiftly without any information gaps.
3. Linked Tickets: Interconnected issues can be a common occurrence. Freshdesk’s Linked Tickets feature enables you to connect related tickets, providing a holistic view of widespread problems.
This helps support agents and teams to stay informed, manage complex scenarios efficiently, and deliver consistent and coherent responses to customers facing similar issues.
4. Parent-Child Ticketing: Freshdesk’s Parent-Child Ticketing feature simplifies the process by breaking down these intricate problems into smaller, more manageable child tickets.
This approach accelerates issue resolution by allowing teams to focus on specific aspects of the problem while maintaining an organized and structured overview of the entire process.
This approach not only streamlines workflows but also ensures that no aspect of the issue is overlooked.
Imagine a support environment where issues are resolved swiftly and effectively, with the collective knowledge and skills of your team and collaborators readily available.
Freshdesk recognizes the importance of being where your customers are. Here, we explore Freshdesk’s multichannel features that enable businesses to deliver exceptional support seamlessly across multiple communication avenues.
1. Email: Freshdesk simplifies email management by converting support emails into trackable tickets within your helpdesk.
This feature allows you to efficiently organize, manage, and resolve customer inquiries received via email. Say goodbye to email chaos and hello to structured, accountable support.
2. Phone: With Freshdesk, setting up a fully functional call center is a breeze. You can record and track customer calls by seamlessly converting them into tickets.
This not only helps maintain a comprehensive record of customer interactions but also ensures that no call goes unnoticed or unaddressed.
3. Chat: Live chat is a powerful tool for engaging, supporting, and retaining customers in real time. Freshdesk’s chat feature empowers your team to provide immediate assistance and foster valuable connections with customers, all from within the platform.
4. Social Media: Social media is a prominent channel for customer interactions, and Freshdesk makes it easy to integrate your company’s Facebook page.
This integration enables you to manage and respond to social media inquiries right from your helpdesk, ensuring a unified and efficient approach to social customer support.
5. Website: Freshdesk allows customers to raise tickets directly from your website, streamlining the process of seeking assistance.
Moreover, as customers type their queries, related knowledge base articles are displayed, offering instant access to relevant information and enhancing self-service options.
6. WhatsApp: Instant messaging is a preferred mode of communication for many customers. Freshdesk enables you to engage with your customers promptly through WhatsApp.
By doing so, you can resolve their queries faster and maintain a high level of customer satisfaction.
4. Supercharge your team’s efficiency
The ability to manage and resolve customer inquiries swiftly and effectively is essential. Freshdesk is making it easier for businesses to provide top-notch service.
1. Ticket Dispatch: Freshdesk’s ticket dispatch system takes the hassle out of manual assignment. It can automatically assign tickets to the right agents or groups based on keywords, requester information, or ticket properties.
This ensures that each inquiry lands in the hands of the most qualified team member, enhancing response times and issue resolution.
2. Intelligent Ticket Assignment: Freshdesk’s intelligent ticket assignment leverages agent workload, skill sets, and the round-robin method to ensure a fair distribution of tickets. Agents with relevant expertise are assigned to tickets, improving efficiency and ensuring that no ticket is left unattended.
3. Time-Triggered Automation: To prevent delays and ensure timely resolution, Freshdesk offers time-triggered automation.
This feature allows you to schedule maintenance activities on tickets based on the time elapsed since a specific event occurred. It ensures that follow-up actions are initiated precisely when needed.
4. Event-Triggered Automation: Freshdesk empowers you to implement automated actions on tickets as soon as specific events happen.
Whether it’s sending a confirmation email, escalating an urgent issue, or updating ticket status, event-triggered automation helps streamline your support process and keeps customers informed.
5. Automatic Email Notification: Keeping customers and agents in the loop is vital for a seamless support experience. Freshdesk’s automatic email notification system sends real-time updates to customers and agents about ticket status changes.
This transparency builds trust and ensures everyone is on the same page.
6. Omniroute™: Omniroute™ is Freshdesk’s innovative feature that takes ticket assignment to the next level. It intelligently assigns emails, chats, and calls to agents based on their available bandwidth.
This means your agents can handle customer inquiries efficiently without feeling overwhelmed, resulting in faster response times and improved customer satisfaction.
By automating tasks, optimizing agent workload, and ensuring timely responses, Freshdesk helps you provide the support experience your customers deserve.
5. Encourage customers to find solutions independently
At the heart of these innovations is the Freddy AI-powered chatbot, a game-changer in delivering swift and precise answers to customer inquiries.
1. Freddy AI-Powered Chatbot: Freshdesk’s chatbot, powered by Freddy AI, takes customer support to a whole new level. It delivers instant and precise answers to customer questions, ensuring faster issue resolution. Your customers will appreciate the efficiency and accuracy of responses, leading to higher satisfaction.
2. Help Widget: The help widget intelligently displays solutions based on your customers’ location—whether they’re on your website, mobile app, or engaged in a chat. This proactive approach assists customers wherever they are, guiding them to answers effortlessly.
3. Automatically Suggested Solutions: Freshdesk’s AI system automatically suggests relevant solutions to customers, reducing the workload on your support agents and providing immediate assistance. This dynamic feature saves valuable time for both your customers and team members.
4. Email to Kbase: Empower your support agents to convert their ticket responses into knowledge-base articles seamlessly. This not only facilitates efficient ticket resolution but also builds a comprehensive repository of self-help resources for future inquiries.
5. Feedback Mechanism: Freshdesk keeps your knowledge base articles up-to-date by automatically notifying writers about feedback on their work. This feedback loop ensures that improvements are implemented promptly, maintaining the quality of your knowledge base.
6. Solution Article Analytics: Stay informed about the performance of your knowledge base articles with detailed metrics like views, likes, and dislikes. Freshdesk even allows you to reset metrics when articles undergo significant updates, ensuring accuracy in tracking their success.
7. Forum Moderation: Maintain a positive and guideline-compliant community with Freshdesk’s forum moderation tools. You can establish workflows to review and approve posts, ensuring that content aligns with your standards before going live.
8. Link Forum Topic to Ticket: Critical issues raised in your community forums can be effortlessly converted into support tickets, guaranteeing they receive the necessary attention from your support team.
This streamlined process ensures that no customer concern goes unanswered.
6. Monitor and optimize efficiency
Freshdesk offers an array of powerful reporting and analytics features that empower you to understand, optimize, and enhance your support operations.
1. Curated Reports: Ever wondered how different agents and groups are performing? Freshdesk’s curated reports provide a comprehensive view of your helpdesk metrics. Gain valuable insights into agent productivity, group performance, and overall efficiency to make data-driven decisions.
2. Customer Satisfaction Ratings: Happy customers are the lifeblood of any business. Freshdesk’s customer satisfaction reports allow you to gauge customer sentiment regarding your support services. Understand what’s working and what needs improvement to keep your customers smiling.
3. Dashboards: Real-time insights are a game-changer. Freshdesk’s dashboards provide you with a live feed of critical data, including ticket status, trends, and group performance. Stay on top of your helpdesk’s pulse, enabling you to respond swiftly to emerging issues.
4. Custom Reports: Tailor-made solutions often yield the best results. Freshdesk empowers you to build custom reports from scratch. Customize them to align perfectly with your unique requirements and capture precisely the data you need.
5. Schedule Reports: Efficiency is about saving time, and scheduling reports is a time-saver par excellence. Freshdesk enables you to schedule both default and custom reports, ensuring they land in your inbox when you need them. Stay proactive with timely insights.
6. Widget Customization: Your brand’s identity matters. Freshdesk’s widget customization feature allows you to personalize your reports’ appearance, making them a seamless extension of your brand’s look and feel. Creativity knows no bounds with this unique offering.
7. Full customization flexibility
Freshdesk empowers businesses to create a support ecosystem tailored to their unique needs.
1. Portal Customization: Your support portal is your brand’s face in the digital realm. Freshdesk grants you the power of full CSS customization and a selection of ready-made themes. Shape the look and layout of your support portal to reflect your brand’s identity seamlessly.
2. Customize Agent Roles: Agents play various roles within your support team, and their permissions should align with their responsibilities. Freshdesk lets you give differential permissions, ensuring each agent has precisely the access and actions needed for their role.
3. Custom Ticket Forms: No two businesses are identical, and neither are their support needs. Freshdesk empowers you to collect critical business-specific information by adding and modifying ticket form fields. This way, you gather the data that truly matters to you.
4. Custom URL: Your brand’s identity extends to the web. Freshdesk allows you to use your vanity URL for your support portal. This not only provides a seamless customer experience but also reinforces your brand’s presence.
5. Custom Apps: Every business has unique workflows, and Freshdesk understands that. With custom app integration, you can build and seamlessly integrate apps tailored to your business processes. This ensures that your support ecosystem operates exactly the way you want it to.
6. Customer Segments: Personalization is key to stellar customer support. Freshdesk enables you to classify customers based on their unique support needs. This segmentation ensures that each customer receives personalized support, enhancing their satisfaction.
7. Custom Objects: Business-critical information often differs from one organization to another. Freshdesk takes customization to the next level by allowing you to create and manage custom objects. Bring in all the data unique to your organization directly into Freshdesk for streamlined operations.
8. Advanced data protection technology
Freshdesk goes above and beyond to provide robust security features that guarantee a safe and personalized experience for you and your customers.
1. Custom SSL Certificates: Freshdesk accounts offer the advantage of custom SSL certificates. With these certificates in place, you can secure your own support domain or vanity URL. This ensures that your customers enjoy a safe and personalized experience, reinforcing their trust in your brand.
2. IP and Network Restrictions: Freshdesk doesn’t stop at basic security. It allows you to implement stringent IP and network restrictions. You can whitelist specific IP ranges, restrict login access to within work hours, or create secure, exclusive access for agents by linking IP whitelisting to a VPN (virtual private network). This level of control ensures that access to your support platform is both secure and convenient.
3. Identity & Access Management: Identity and access management are made seamless with Freshdesk. You can enable agents and users to log in using their existing accounts by setting up a single sign-on (SSO) script to authenticate their credentials.
This not only enhances security but also simplifies the login process, making it hassle-free for your team and customers.
Freshdesk is a top-tier customer support software that impresses with its user-friendly interface, robust features, and flexible pricing plans.
Its ability to integrate with various tools and provide a free trial makes it a strong choice for businesses of all sizes.
With features like ticketing, knowledge base, and automation, Freshdesk empowers companies to deliver exceptional customer service and streamline their support operations.
It’s a versatile solution that can significantly enhance customer satisfaction and support team efficiency.
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