Freshdesk - Help Desk Software
Freshdesk makes software for improving the relationship between businesses and their customers. Freshdesk's primary product is a cloud-based customer service and support ticketing platform, giving companies the ability to handle customer calls, emails, and other tech support enquiries without needing physical help centre equipment. Because Freshdesk software is cloud-based, a customer service representative can respond to clients through different phone numbers and email addresses all on the same interface. In addition, customers can contact the business directly through the company’s website or app, making the help process both easier and quicker.
Meet customers where they are -- Tickets can be created within Freshdesk, on your website, by sending email, from chat and smartphones, or from Facebook, Twitter and other channels. Support agents can post and follow through social media straight from Zendesk, without logging in to the relevant social network.
Freshdesk supports popular Twitter clients like HootSuite and TweetDeck, and can be integrated with major blogging and forum platforms. Blog writers and forum facilitators can reward their loyal participants by providing in-depth, offline follow-up on their comments. Adding Freshdesk Caller creates call center capabilities without adding expensive hardware. Customer support representatives can answer inbound or make outbound calls from landlines, browsers or mobile devices. Voicemail messages are recorded and transcribed, then converted into tickets. Queue activity metrics like the number of calls waiting, wait times, and agent performance provide the necessary insight needed to identify trends and plan for future demand.
Be consistent - Through its extensive list of API and Javascript/CSS widgets, Freshdesk can be customized to provide a seamless transition from your website to the customer-facing Web interface, even when you have multiple brands. You can set up more than one location with different languages and times, too. Your brands will always greet your prospects, customers, clients, partners and vendors.
Freshdesk supports popular Twitter clients like HootSuite and TweetDeck, and can be integrated with major blogging and forum platforms. Blog writers and forum facilitators can reward their loyal participants by providing in-depth, offline follow-up on their comments. Adding Freshdesk Caller creates call center capabilities without adding expensive hardware. Customer support representatives can answer inbound or make outbound calls from landlines, browsers or mobile devices. Voicemail messages are recorded and transcribed, then converted into tickets. Queue activity metrics like the number of calls waiting, wait times, and agent performance provide the necessary insight needed to identify trends and plan for future demand.
Be consistent - Through its extensive list of API and Javascript/CSS widgets, Freshdesk can be customized to provide a seamless transition from your website to the customer-facing Web interface, even when you have multiple brands. You can set up more than one location with different languages and times, too. Your brands will always greet your prospects, customers, clients, partners and vendors.
Get the bird’s eye view -- Related tickets coming in from different channels are compiled into conversations within Freshdesk for easy management, or can be manually combined to your preference. Make data-driven decisions via more than 20 ready-to-use dashboards and reports, or slice and dice data by creating customized reports, then embed the results on a website or send them by email, PDF or CSV. There are Freshdesk apps, and third party apps for many integrations to other applications.
Be visible -- Permissions settings allow sharing of project status updates and help requests with customers, agents in other departments and vendors. Companies that use Freshdesk can connect to share customer support tickets, making sure that help requests are handled by the best subject matter expert for the issue.
Automate repeat tasks -- Group rules and macros can customize the automated workflow to handle common tasks, such as answering frequently asked questions. Create knowledge bases and public or private community forums within Freshdesk to allow self-serve customer service and provide help desk rep resources.
Raise the roof on customer satisfaction and team morale -- Where Freshdesk really shines is in how it can help you increase and improve the quality of your interactions with customers. For example, once a service request has been resolved, Freshdesk can automatically follow up with the customer to request feedback. Use business rules to flag negative ratings so agents can immediately put out fires. Customer ratings can be used to assess overall customer satisfaction and interpret ways to convert engaged users into long-term advocates. There’s no training necessary for new agents to hit the ground running with Freshdesk , so support team productivity has unlimited potential.
Be visible -- Permissions settings allow sharing of project status updates and help requests with customers, agents in other departments and vendors. Companies that use Freshdesk can connect to share customer support tickets, making sure that help requests are handled by the best subject matter expert for the issue.
Automate repeat tasks -- Group rules and macros can customize the automated workflow to handle common tasks, such as answering frequently asked questions. Create knowledge bases and public or private community forums within Freshdesk to allow self-serve customer service and provide help desk rep resources.
Raise the roof on customer satisfaction and team morale -- Where Freshdesk really shines is in how it can help you increase and improve the quality of your interactions with customers. For example, once a service request has been resolved, Freshdesk can automatically follow up with the customer to request feedback. Use business rules to flag negative ratings so agents can immediately put out fires. Customer ratings can be used to assess overall customer satisfaction and interpret ways to convert engaged users into long-term advocates. There’s no training necessary for new agents to hit the ground running with Freshdesk , so support team productivity has unlimited potential.
