What is Freshdesk ? Help Desk Software 2019

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What is Freshdesk?

Freshdesk is an award-triumphing cloud-hosted help table answer equipped with quality-in-class functions for delivering excellent customer service. It gained FinancesOnline Best Help Desk Software Award for 2017 in addition to the Supreme Software Award for the corresponding year and is currently no. 1 answer in our help desk software program class outperforming such equipment as Zendesk and Desk.Com. Freshdesk additionally offers a great unfastened trial plan that allows you to test all critical capabilities of the provider. You can without difficulty get Freshdesk free trial here.

The software is designed to meet the needs of each small corporations and big companies. With it, customers can increase their reach via release multi-channel help, streamline operations the use of automation tools, growth productivity via gamification, as well as enhance customer support efforts using self-carrier portals.

The answer also includes general capabilities, inclusive of, help table ticketing, knowledge base, and community platform. Once installation, Freshdesk turns your guide emails into tickets that you can hear the song for the rapid and correct response. Furthermore, the solution offers you the flexibility to hyperlink discussion board inquiries to a card and vice-versa, allowing you to create a more streamlined set of answers and replies.

The software is designed to meet the needs of each small corporations and big companies. With it, customers can increase their reach via release multi-channel help, streamline operations the use of automation tools, growth productivity via gamification, as well as enhance customer support efforts using self-carrier portals.

Freshdesk has integrated Live Chat, Phone Support, and Game Mechanics. It additionally works with legacy productivity equipment and your CRM when you need to tug out consumer data. Likewise, it works with great help table and multimedia apps, consisting of Google Apps, YouTube, Slideshare and other widgets that may boost your expertise base.

Freshdesk has apps for Android and iOS so you can take your assist table everywhere you pass.

A distinctive overview of Freshdesk organized by using our professionals is also to be had with a fundamental analysis of Freshdesk abilities and capabilities.

Overview of Freshdesk Benefits

Multi-channel features

Freshdesk is targeted on making sure it offers a vast set of features for every channel a customer service team wants to engage with users in. Freshdesk comes with terrific support for classic channels including email and makes contact with in addition to current channels like chat, forums and social media, with a ticketing helpdesk this is tightly incorporated with all these channels.

Each Freshdesk account may have multiple custom mailboxes related to it, permitting the guide crew to manage all their help emails in a single region. Freshdesk’s social media integration is top-notch as nicely: with guide for Facebook pages, an in-sync Facebook guide middle, streams to keep an eye on what the arena is talking about a business enterprise, and a social tab that works on cell, Freshdesk’s support table compares well with its competitors for groups that want to deal with a younger purchaser base.

Also Read : What is Salesforce? Help Desk Software Review 2019

Freshdesk additionally has a cellphone device built into a system wherein customers can accommodate calls from clients. Currently protecting over 30 countries, this could allow you to carry out name middle operations while not having to put money into a full-fledged enterprise cellphone system. If you aren’t as relaxed with using telephones in your customer service efforts, the device also has stay chat answers where you may facilitate actual-time conversations with clients proper to your website.

The remarks widget and support portal is easy approaches for customers without problems raise troubles with the aid team. The gateway is effectively incorporated with the expertise base and forums, making it a one-forestall destination for clients to reach out for an assist, find answers, or talk thoughts approximately the product with the community. It may even be optimized for engines like google so that clients can locate what they want from everywhere

Gamification

Businesses often pick out Freshdesk not just because it is easy to set up, examine, and use, but additionally because the internal game mechanics flip an otherwise dull and thankless customer service job into aa laugh game for retailers. Employees in customer support regularly use gamification as a motivation device to compete with their colleagues when solving problems pronounced by using customers. With gamification emerging as an approach internationally to reinforce engagement among personnel and purchasers, Freshdesk’s internal recreation mechanics enables agents engaged of their otherwise monotonous obligations and is a differentiator in a crowded assist table market.

Global customer support

Freshdesk makes it smooth to scale support across a couple of merchandise, languages, and timezones.

With multi-product guide, all customer service queries can circulate the same helpdesk and get labeled and assigned to unique sellers or teams, without difficulty. Each product could have specific assignment rules, extraordinary email notifications, customized SLAs and so on. Related to it in addition to having their support portal with a committed understanding base and community forum.

Freshdesk comes with aid for 26 special languages out of the box, and lets each agent personalize their languages in my view. Agents also can timetable paintings hours consistent with their local instances by means of setting more than one enterprise hours for each team, shift, or location. Similarly, awesome SLA policies can be set for every product, branch, or company that the helpdesk supports, with computerized escalation emails to tune violations

High customizability

Businesses can choose to installation the aid portal to in shape their emblem using adding trademarks, bringing in colors, and even rewriting the HTML within the portal pages to correlate with the look and feel of the enterprise’s website, with minimal effort and very little time expended. Freshdesk works for any kind of corporation – startups, small and medium companies, and additionally companies

Extended help with integrations

Freshdesk is included with 60+ productiveness, eCommerce, CRM, cloud garage, and collaboration structures to empower guide teams with wealthy records about their clients. With a majority of its customers the use of a variety of cloud-based suites already, those integrations regularly help clinch offers in modern-day companies. Freshdesk’s tight integration with Google’s suite of products makes it the suitable desire for businesses that rely on the Google for paintings suite to run their operations. Collaboration between sales and customer support groups is a lot extra simpler for a large percent of businesses who have chosen to integrate their CRM structures with Freshdesk.

Manage Customer Queries Efficiently

Freshdesk offers multiple guide channels inclusive of smartphone and e-mail, as well as social media, chats, and forum. With this, you could control all queries in an unmarried dashboard and even queue them based on its urgency, service stage agreements, or other metrics of your choice. On top of that, Freshdesk additionally can assist self-service options together with expertise bases and forums in order that clients can assist themselves in the statistics that they want.

Simplified Ticketing Management

As mentioned formerly, Freshdesk has a ticket control system that may be configured in your particular operational approaches. Like in different structures, this option allows users to reveal the number of provider requests or inquiries that they need to handle and ensure they don’t overlook something. What sets this software program apart is that it is completely scalable and configurable. This way, they can label, queue, and course tickets consistent with their workflow. Moreover, their ticketing device offers integrated collaboration equipment inclusive of agent collision detection to avoid reproduction responses to an unmarried ticket.

Boost Productivity with Intelligent Automation

You can automate obligations to enhance your assist team’s productivity. The software program offloads repetitive tasks. In many cases, FAQs may be responded with a canned response. The Dispatch’r robotically prioritizes and assigns tickets to allow the manager to cognizance on monitoring performance. Using this, you could route tickets according to the exceptional competencies of your agents, in addition, to make notify them about their obligations. There is also a “Supervisor” feature that audits unresolved tickets or overdue obligations so you can follow up on them as quickly as feasible.

Easy to Set Up and Customize

Freshdesk is designed for smooth setup in order boost up person adoption. Plus, you could installation your service stage agreements (SLAs) to outline price tag priorities and backbone time. The tickets can be categorized primarily based for your SLA policy which allows you to shop time and manipulate customer expectations. You can view the maximum pressing issues and their allocated reaction time. SLA customization is a boon when you have multiple products. You can set the operational hours for distinctive priority levels. This we could your clients realize when to expect a response. You can also customize the help portal together with your logo and brand colorings.