Freshdesk is indeed a cloud-based customer service tool. You may assist clients using their chosen means of communication if you have access to a variety of support channels, including live chat, email, phone, or social media.
Freshdesk is an online, cloud-based customer service platform that offers help desk help with all the clever automation needed to complete tasks more quickly. It continues to be a popular option for companies looking to boost customer interaction and manage clients as they grow. Keep track of support tickets easily thanks to the user-friendly inbox and powerful filtering tools. Create a self-service article database that is customized using the customer portal. Your team can also specify and monitor support resolution times using the service level agreements (SLA) capability.
Why is Freshdesk useful for your company?
Freshdesk is a customer support software that helps businesses manage and streamline their customer service operations. It’s part of the Freshworks suite of products and is widely recognized for its robust features, ease of use, and scalability. Here are several reasons why Freshdesk can be incredibly useful for your company:
1. Centralized Customer Support
Unified Platform: Freshdesk provides a centralized platform where all customer interactions from various channels (email, phone, chat, social media, etc.) are consolidated into a single view. This helps your support team manage and respond to queries more efficiently.
2. Ticketing System
Automated Ticketing: Freshdesk converts all customer queries into tickets that can be tracked and managed. It automates ticket assignment, prioritization, and categorization, ensuring that no customer query is missed.
Collaboration: Team members can collaborate on tickets, share notes, and assign tasks, making it easier to resolve complex issues that require input from multiple departments.
3. Automation and Workflow Management
Automation Rules: Freshdesk allows you to automate repetitive tasks, such as ticket routing, status updates, and follow-ups. This reduces manual workload and speeds up response times.
Workflow Management: Custom workflows can be created to match your business processes, ensuring that support operations are smooth and efficient.
4. Self-Service Options
Knowledge Base: Freshdesk lets you create a comprehensive knowledge base with FAQs, articles, and guides that customers can access to find solutions to common issues on their own.
Community Forums: Customers can engage with each other through forums, sharing solutions and feedback, which helps reduce the load on your support team.
5. Multi-Channel Support
Omnichannel Integration: Freshdesk supports multiple communication channels, including email, phone, live chat, social media, and even messaging apps. This ensures that customers can reach out to you through their preferred medium.
Unified Inbox: All interactions from different channels are unified into a single inbox, allowing support agents to manage conversations more effectively.
6. Detailed Analytics and Reporting
Performance Metrics: Freshdesk provides detailed analytics and reporting features that help you track key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction scores.
Custom Reports: You can generate custom reports to analyze specific data points and gain deeper insights into your support operations, helping you identify areas for improvement.
7. Scalability and Flexibility
Customizable: Freshdesk is highly customizable, allowing you to tailor the platform to meet your specific needs. You can customize ticket fields, workflows, and support portals.
Scalable: Whether you’re a small business or a large enterprise, Freshdesk can scale with your company. It offers various pricing plans and features to suit different business sizes and requirements.
8. Integrations
Third-Party Integrations: Freshdesk integrates with numerous third-party applications, such as CRM systems, project management tools, and e-commerce platforms, enhancing its functionality and enabling seamless data exchange.
API Access: For more advanced customization, Freshdesk provides API access, allowing you to integrate it with your internal systems and workflows.
9. Customer Satisfaction and Retention
Improved Response Times: With features like automated ticketing and workflow management, Freshdesk helps reduce response times, leading to higher customer satisfaction.
Feedback Mechanisms: Freshdesk allows you to collect customer feedback through surveys and ratings, providing insights into customer satisfaction and areas needing improvement.
10. Cost-Effectiveness
Affordable Plans: Freshdesk offers a range of pricing plans, including a free tier for small businesses, making it accessible and cost-effective.
Reduced Operational Costs: By streamlining support operations and reducing manual tasks, Freshdesk can help lower operational costs associated with customer support.
11. Mobile Support
Mobile App: Freshdesk’s mobile app ensures that your support team can manage tickets and respond to customer queries on the go, providing flexibility and ensuring timely support.
12. Security and Compliance
Data Security: Freshdesk offers robust security features, including data encryption, IP whitelisting, and secure data centers, ensuring that your customer data is protected.
Compliance: Freshdesk complies with major data protection regulations such as GDPR, helping your company meet legal requirements.
Self-Service
In order to: Help your clients find the answers to their inquiries without having to wait in line for your support; as well as Facilitate the company support team’s real work by releasing them from routine duties so that they can focus on difficult and outstanding issues.
Your team’s ability to organize content, personalize its presentation, & make it more consumer is made possible through the Freshdesk client portal. Additionally, it enables improvement the knowledge and understanding by adding earlier problems and solutions.
Additionally, it makes knowledge accessible through a variety of communication channels in a wide range of tongues. Additionally, it unifies the user community’s self-service in the forums, where users can post questions for someone else to answer. Helping one another decreases the amount of unneeded work your team has to do.
Omnichannel Assistance
With the help of AI bots, messaging apps, chat rooms, email, phone calls, social media, and other channels, Freshdesk delivers a seamless and immediate support solution across all of these mediums. It automatically divides up tasks among your teammates to ensure that everyone has an ideal workload, improving both teamwork and customer satisfaction at the same time.
Freshdesk enables your team to manage and handle the tickets more efficiently, saving time and minimizing repetitive labor. Additionally, it guides clients to the most qualified agents when they require live assistance and encourages them to engage in more effective self-service through the support channel that is most convenient for them.
Automation
Freshdesk automates & streamlines your agents’ tasks, resulting in more easy and more effective customer self-service and support.
Automatic ticket distribution that takes into account the customer’s preferred method of contact and the agent best suited to address the matter determining how much work each agent is currently doing to provide the quickest and most attentive response. using artificial intelligence to analyze the customer’s past troubles and present problems and directing him to the appropriate knowledge base sections.
Analytics
This tool allows you to personalize the reports and display them in an approachable way to aid in your team’s decision-making processes. It combines sophisticated data, infographics, and other features to enhance the dashboards of your agents and their interaction with your admins.
Features of FRESHDESK
Assistance channels
Chat support: Integrate Freshdesk and Freshchat to enable chat in the customer portal. Conversations can then be turned into tickets.
Email support: Create tickets from support emails.
Support for phone calls: Integrate Freshcaller and Freshdesk to enable phone calls. Receive a notification each time a client calls. Missed calls become tickets.
Support for Twitter: Add your organization’s Twitter account to Freshdesk. Tickets are presented for tweets, direct messages, or brand mentions.
Support for Facebook: Integrate your company’s Facebook page with Freshdesk so you may reply to posts and comments made by visitors. Tickets may be created via direct messages, postings, or comments.
Website assistance: Place ticket forms on your website either through a pop-up widget or through embedding them.
Help desk administration
Add private remarks for your support personnel or update customers using public notes while creating tickets.
Activity tickets: View a ticket’s history starting on the day it was made.
Team inbox: Use a shared inbox to communicate with other team members.
Merge tickets: Sort all of the tickets from various channels by date. Add or remove tickets from the merging as well.
To-dos: You may either add a to-do activity to the ticket itself or to your dashboard. Set priorities for your job and cross each item off as it is completed.
Using Fresh Connect: you may collaborate with the other team members directly inside of Freshdesk.
Efficiency tricks
Use tags to categorize tickets such that agents can quickly locate the issue type.
Dispatch: Automate support procedures and create rules based on incoming tickets.
Automatic email notification: Send out emails to customers and agents whenever a ticket is changed.
Pre-written responses: Make reply templates for particular circumstances and organize them into folders.
Automate ticket allocations based on agents’ current workload, expertise, or channels with a customizable help desk.
Self-service
Create a self-service website to share with customers as part of your knowledge base. Create categories for knowledge-based articles, manage their visibility, and edit the metadata.
To the knowledge base by email As you respond to customers, update your knowledge base. Additionally, send previous responses to the knowledge base.
Reporting
View ticket statistics, recent activity, arcade, gamification, discussion forums, customer happiness, and other information on the default dashboard.
Freshdesk analytics: View trends in ticket volume, group performance, operator performance, and ticket lifecycle.
Email
The app provides team-wide assistance for your inbox by putting all of your agents on a small panel with real-time updates on all customer emails. Agents may work together, support one another, and guarantee that all emails are answered. The app’s proactive agent-collision conducting a detailed will also stop two agents from replying to the same consumer.
Ticketing
You may quickly and precisely mark tickets and send them to the appropriate agent for speedy response and resolution. Additionally, you may quickly adapt your fields & tickets to your own business requirements.
The Freshdesk ticketing functions are available
One of the most sophisticated systems available, Freshdesk’s ticketing system provides several in-depth capabilities that support your ticketing workflows.
Work more efficiently with ticket views.
By customizing ticket views, you may determine which tickets require your attention the most. You may set up several filters in your ticket view based on various ticket attributes including priority, state, type, company name, and more. A specific ticket view can also be saved for later use.
Automated ticket assignment and prioritization
Make use of workflows to automatically rank tickets according to significance. Workflows can be established, for instance, in accordance with the customer’s location, the languages they are speaking, or even the message body of the email. Additionally, Freshdesk enables you to automatically assign tickets to agents in accordance with their level of competence.
Control SLAs and adhere to timelines.
Service level agreements can help your support team provide consistent service to customers. You can create SLA policies in Freshdesk for how quickly agents must respond to it and handle tickets. When SLAs are not reached, you could even immediately remind agents and escalate problems to managers.
Avoid copying another person’s work.
Agent collision detection tools are available in Freshdesk to stop several agents from working on a ticket. Every time another agent views or types a response on the same ticket, the first agent will receive a notification. The agent won’t have to waste time doing repetitive tasks and may rapidly move on to new tickets.
Gather pertinent client data
You can modify the fields of a ticket with Freshdesk’s configurable ticket forms to gather data from clients that will increase your understanding of the problem. You can alter current fields or add new ones to your ticket form to make sure it is collecting all the necessary information.
Create reusable templates for responses to frequent inquiries.
Freshdesk allows you to build prepared solutions to questions that come up frequently to save time answering them. Without having to spend time manually entering responses, your agents may quickly insert premade responses. For consistency in answering frequent concerns, you can even group these answers into folders or distribute them to the agents.
Why do you require a ticketing system for your company?
Master the art of multichannel communication
A decent helpdesk ticketing system offers a centralized location to manage all client interactions. In a single location, you can manage client interactions across channels including social media, live chat, email, and the phone.
Make self-service for clients simpler
A knowledge base that you can use to publish comprehensive solution articles and other resources that consumers can use to uncover crucial details about your product should be included in a support ticketing system. Additionally, they won’t need to contact your support staff as frequently thanks to this.
Boost productivity with automation
Automating recurring chores to increase team efficiency is simple with a ticketing system. A helpdesk makes it simple to assign tickets to specific agents, create pre-written responses for commonly asked questions, define escalation criteria if deadlines are missed, and more.
Monitor and gauge your assistance.
You can effortlessly keep track of the development of your team with a competent ticket management system. Using thorough reports, you can spot issues more quickly, evaluate performance, assess client satisfaction, and keep an eye on service standards.
Expand the possibilities of your help desk
Integration of a ticketing system with products like CRMs, email campaign tools, and/or collaborative software is crucial. This will guarantee that agents have immediate access to crucial contextual information about customers
Increase client loyalty
Making clients happy is made simpler with a well-organized customer care process and the help of an online ticketing system. These clients will be devoted to your business and share the word of their satisfying interactions.
Benefits of Freshdesk
Effective Self-Service
Customers can locate what they’re looking for a lot more easily on a clean Freshdesk portal. They get access to a wealth of material, including articles, guides, FAQs, and announcements. Freshdesk’s knowledge base is nicely organized, with numerous categories, folders, & articles to give your users thorough information. Tickets will be redirected as a result of this self-service portal. Users won’t feel compelled to ask your representatives every little thing
Saving and assistance
After implementing the Freshdesk interface, a large number of firms assisted their support staff in lowering the typical response time and concentrating on more challenging requests. This resulted in significant advancements in ticket deflection. In reality, a knowledge base reduces support expenses by 25%.
Establish it at rocket speed.
Until you learn how to use it and grow acclimated to it, you can come up with a new product that you have to integrate into the system as something strange and challenging. Sadly, it’s a common misconception that it would take you a few weeks to start reaping the benefits of the program.
Freshdesk dispels all of these myths and demonstrates to you how you can easily and quickly construct a Freshdesk knowledge and understanding in much less than six days.
Continually use the Freshdesk Knowledge Base to represent your brand.
Businesses who utilize Freshdesk like having the option to brand their portal in a consistent manner. You can use code to match the colors and other brand components, or you can hire a Freshdesk Branding specialist from a licensed Freshworks partner. With this service, you can easily alter the homepage layout, background image, logo, colors, fonts, and icons.
If you do not want to find yourself in a situation where a consumer seeking assistance arrives at a body of knowledge that resembles a different website unrelated to your business.
Customer Portal That Is Mobile-Friendly
The Freshdesk portal is optimized for mobile use. Your consumers may access it on the go using any device, including desktop, tablet, and mobile. The design is responsive, making it simple to navigate the site and view material on all devices.
Conclusion:
Companies can service their customers without overtaxing their support staff thanks to the Freshdesk customer portal. Self-service knowledge is practical for customers who prefer to assist themselves and need quick access to information. Additionally, Freshdesk provides you with more details regarding the problem’s context. Now is the perfect time to start to use online knowledge and understanding, and Freshdesk is a terrific option. Freshdesk is now the greatest help desk solution on the market, according to our thorough examination of its advantages and disadvantages. You can’t go wrong using Freshdesk if you’re searching for a reliable help desk service with a large selection of functions and an intuitive user interface.
Frequently Asked Questions:
No. The Freshdesk app is made to make it simpler for agents to manage help desk tickets. The mobile app cannot be used by your clients to monitor the progress of their tickets or to reply to them.
Using the ‘Sign up’ button under freshdesk.com, you can create one. Your contact information will be gathered by the website before it creates a fresh Freshdesk Account for you.
Freshdesk is not an open-source program.
Zendesk, Desk.com, & Salesforce Service Cloud are three options to consider if you’re searching for customer service software. If you’re looking for help desk software, you should consider Atlassian Jira Help Desk and Zoho Desk.
The best customer service software program is Freshdesk. It offers a tonne of capabilities that are absent from competing products. However, there are specific circumstances in which you might need to hunt for a Freshdesk substitute.
Reference
https://www.gorgias.com/blog/what-is-freshdesk
https://www.breezythemes.com/blogs/blog/advantages-of-freshdesk-portal-for-your-company
