FreshDesk

FreshDesk Tool

What is FreshDesk?

FreshDesk is an online cloud-based customer service software providing helpdesk support with all smart automation to get things done faster. Using this tool can help you delight your customers and win them for life.

How To Use FreshDesk? (Features)

  • Ticketing – With this feature, you can receive support from multiple channels in just one box while avoiding potential collisions between multiple representatives. You can segment the ticket responses according to business hours and categories and create pre-formatted replies for repetitive questions and requests.
  • Collaboration – This tool shoots down boundaries among team members across organizations and allows customers agents to get in touch with experts inside the company who have the best solutions. It is possible to split the “parent” ticket into smaller “kid” tickets and distribute them.
  • Multichannel Helpdesk – From just one helpdesk platform, you can turn requests from email, website, and phone into tickets to track and manage them. Also, integrate Twitter and Facebook and provide engaging support through live chat.
  • Automation – You can automate repetitive tasks to allow your team to focus on things that really matter. For instance, use Intelligent Ticket Assignment and assign tickets to the agents based on their workload or skill. Also, use “Event-Triggered Automation” to execute certain actions when some events occur and use automatic emails to notify agents and clients to let them know about any change in their tickets.
  • Self-Service – Your customers can self-serve themselves with a trustable knowledge base and forums and when something critical comes up, turn it into a support ticket.
  • Reporting – Get real-time data about tickets, trends, and groups. Also, obtain reports on how your agents are performing on their daily tasks and get customer satisfaction ratings.

Pros (Advantages)

  • Freshdesk allows a high level of customization of all features, including ready-made themes for the portal, fields in the tickets, and agent roles according to their responsibilities, among others.
  • It allows securing the support domain with custom SSL certificates.
  • There is a 21-day free trial and pricing plans are affordable for all sizes of groups.

Cons (Disadvantages)

  • It doesn’t accept payments with PayPal.
  • The live chat video feature doesn’t offer the best quality for its users.
  • Some metrics are missing from the reporting system.

How Does FreshDesk Work? (Conclusion)

In conclusion, Freshdesk is a very powerful platform due to the wide range of features and the high-tech it uses to handle customer support. Also, its pricing plans are affordable for all sizes of enterprises which makes it ideal for companies planning to escalate in the future.

How Much It Costs? (Pricing)

FreshDesk Prices
FreshDesk Prices
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Posted on: June 11, 2020

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