Freshdesk Reviews

Freshdesk is a cloud-primarily based customer service software program and helpdesk solution by Freshworks. It is a platform with a complete set of tools and functions to assist organizations in aiding their customers’ needs. Companies around the arena use it to deliver excellent customer support and experience. In addition, they can stream their approaches and offer multichannel support. The software program also enables consumer retailers to become more efficient via automation and game mechanics.

So without further ado, let us dig right into the review.

Freshdesk – customer service software

Freshdesk is a SaaS-based customer service software program for companies of all sizes. The supplier’s price proposition is that Freshdesk is affordable and free for any number of agents at all times. Four different plans are available that include many features. Freshdesk is straightforward to apply and takes little time to commence. Further, it is configurable and customizable. For example, Freshdesk consists of a gallery of themes to pick from and the potential to automate workflows and control escalations.

Also, Freshdesk uses incorporated game mechanics to approach support tickets as chances for agents to attain points. Support managers may even install quests for agents to finish tasks like filling up the knowledge base. Also, Freshdesk aims to offer its clients excellent support free of price through email, Twitter, or phone.

Freshdesk is one of the more expensive support center platforms we reviewed, so it may not suit businesses on a tight budget. However, if you can manage the software’s costs, this is one of the best CRM platforms for customer support.

Freshsales was founded in 2010 by Girish Mathrubootham and Shan Krishnasamy in Chennai, India. Intending to overcome the shortcomings of a poor customer experience due to a broken TV, Freshdesk seeks to provide tools for brands to communicate easily with customers and vice versa. Shortly after the launch, Freshdesk won the Microsoft BizSpark Startup Challenge and celebrated its 100th customer; the company has grown to over 800 employees worldwide. Its platform is used by more than 80,000 companies and organizations worldwide. In addition, Freshdesk has won numerous investment rounds and recent acquisitions to strengthen its data integration ecosystem.

How to use Freshdesk?

Freshdesk aims to solve the following problems the businesses encounter:

Most organizations start with customer service by creating a shared inbox and sharing credentials with support team members. As the team grows, this can get pretty messy, with emails buried in the inbox, agents out of context with the issues they are handling, or multiple agents accidentally responding to the same request.

Thanks to its streamlined ticketing interface, Freshdesk consolidates inboxes and enables teams to manage customer interactions easily. Agents can track who is processing which ticket and extract contextual data to ensure nothing goes through the network.

With Freshdesk’s agent collision feature, agents can easily see if someone is viewing or working on the same ticket as them. Get different answers from different people to the same problem. Since most small business support teams have no more than two support reps sharing a single email address, Freshdesk offers up to three agents forever on the Sprout plan that supports email and phone free of charge.

Support agents often need to discuss a ticket with other agents, share progress internally, or record updates for future reference. They may also need to connect with other teams, such as developers or testers, via a ticket to fix bugs or analyze problems. Freshdesk allows agents to add private notes to a ticket only visible to agents logged into the support portal.

People can even send these notes or comments to designated agents who notify them, like the note recipient. If an agent needs a third-party opinion, for example, from an external provider, on a problem, they can forward the ticket directly from the helpdesk to the provider. Any replies from the external provider will be included as private notes in the ticket thread.

For phone calls, Freshdesk offers agents the option to redirect the call. For chat queries, agents can forward chats to the desired agent or consult with experts in a private agent chat. Dispatch runs on every new ticket and automatically classifies, prioritizes, and assigns the ticket to the correct team. Supervisors and observers, who are time- or event-controlled triggers, can configure rules for automatically sending notifications and managing escalations and ticket follow-ups.

Agents can create pre-formatted answer templates for frequently asked questions as saved answers and reuse them with a single click. In addition, users can personalize these automated messages with placeholders and unique ticket information to ensure the high quality of support that all customers expect today.

Details of Freshdesk Features

Freshdesk offers powerful tools and modules to grow your customer base and sustainably drive continuous business growth. For example, the ticketing module gives your agents the tools to work on the right tickets for their experience. Scenario automation, pre-packaged answers, and custom ticketing capabilities take the pain out of repetitive heavy lifting.

In addition, collaboration tools such as linking related tickets, providing context-specific solutions, and more complex ticketing tools offer you a comprehensive tool to increase customer satisfaction.

With its powerful multichannel help desk, automation tools, a suitable and integrated knowledge database, and reporting and analytics, you drive sustainable business growth and ensure your customer’s return. These are the main advantages of Freshdesk:

Latest Updates on Features

Freshdesk’s new AI capabilities significantly improve automation within the platform. The AI can now handle more complex inquiries, categorize tickets accurately, and provide suggested responses, freeing up agents to focus on more complex issues. The AI learns from past interactions to continuously improve its accuracy and effectiveness, resulting in quicker response times and more consistent customer service.

One of the most exciting additions is Live Translate, powered by Freddy Copilot. This feature allows agents to communicate with customers in their preferred language through real-time translation, eliminating language barriers and enabling businesses to support global audiences. Agents’ responses are instantly translated, and Freddy even detects language changes mid-conversation for a seamless experience. It supports major languages like English, Spanish, French, German, Chinese, and more, making it invaluable for multilingual customer service teams.

This feature simplifies the transition from a bot to a live agent during customer interactions. It speeds up response times by automatically assigning chats based on predefined rules like business hours or customer groupings. This ensures faster resolutions while enhancing the customer experience by reducing wait times for live support.

Freddy’s bot can now automatically detect the customer’s language and switch accordingly during conversations. This feature enables smoother multilingual interactions by removing the need for manual language selection, improving customer satisfaction, and facilitating more efficient communication across different regions.

The Freddy Copilot Reports provide insights into the adoption and usage of AI tools. Businesses can track how often agents use Freddy’s features, such as sentiment analysis and rephrasing tools, allowing for data-driven decisions to enhance customer support strategies. The reports include metrics on agent adoption trends, feature usage, and the impact of AI on customer sentiment and overall service quality.

The Omnichannel Suite integrates support across all customer communication channels into a single platform. Whether customers reach out via phone, email, chat, social media, or messaging apps, Freshdesk consolidates these interactions for a seamless experience. This integration ensures that no matter the medium, customer service agents have all the context they need to provide timely and informed responses, improving customer satisfaction.

Field Service Management tools are now part of Freshdesk, allowing businesses to manage their field operations more efficiently. Features include scheduling, routing, and dispatching tasks to field agents in real time. This update ensures that field service teams are well-coordinated and can respond to service requests quickly. Real-time updates and mobile access allow field agents to receive job details, track progress, and update status on the go, ensuring high service quality and customer satisfaction.

Freshdesk has reshaped its user interface to be more intuitive and user-friendly. The new design focuses on simplifying navigation and enhancing the overall user experience. Key features are now more accessible, reducing the learning curve for new users and improving efficiency for experienced ones. The cleaner, more modern interface also enhances the aesthetic appeal, making daily tasks less cumbersome and more enjoyable.

The integration with Freshworks CRM offers a seamless connection between customer support and customer relationship management. It also provides a 360-degree view of each customer, combining support tickets, customer interactions, and CRM data in one place. This holistic view enables support teams to offer more personalized and contextually relevant service, strengthening customer relationships and improving overall customer experience.

Freshdesk is focused on ensuring it has various capabilities for each channel a customer service team wants to interact with users through. For example, chat forums and social media are tightly integrated into all channels, along with a ticketing help desk.

Each Freshdesk account can have multiple custom mailboxes associated with it so that the support team can manage all of your support emails in one place. Freshdesk’s social media integration is great, too: with support for Facebook pages, a support center to keep up with what the world is saying about a company and a social tab that works on mobile devices.

The Freshdesk support desk scores well compared to its competitors for companies that want to deal with a young customer base.

Freshdesk also has an integrated telephone system that allows users to take customer calls. This system covers more than 30 countries and enables you to conduct call center operations without investing in a complete business telephone system. The system is convenient for using phones for customer service and offers live chat solutions that allow you to have real-time conversations with customers on your website.

The feedback widget and support portal allow customers to report problems to the support team easily. In addition, the portal easily integrates with the knowledge base and forums, providing a one-stop shop for customers to seek help, find answers, or discuss product ideas with the community. It can even be optimized for search engines so customers can find what they need from anywhere.

Businesses typically opt for Freshdesk not simply because it’s straightforward to line up, learn, and use but conjointly because the internal game mechanics turn an otherwise boring and thankless client support job into a fun game for agents. In addition, staff in customer support often use gamification as a motivation tool to vie with their colleagues once finding problems reported by customers.

Finally, with gamification rising across the globe to spice up engagement among employees and consumers, Freshdesk’s internal game mechanics help agents engage in otherwise monotonous tasks and maybe a human during a packed help table market.

Freshdesk is integrated with over 60 productivity, eCommerce, CRM, cloud storage, and collaboration systems to deliver detailed information to support teams about their customers. With most customers already using a variety of cloud-based suites, these integrations often help close business in modern organizations.

Freshdesk’s tight integration with the Google product suite makes it an ideal choice. For businesses that rely on Google for Work Suite to manage their operations. Collaboration between sales and customer service teams is very easy for many companies that have chosen to integrate their CRM systems with Freshdesk.

Freshdesk makes scaling support across multiple products, languages, and time zones straightforward. With multi-product support, all customer support queries will flow into the facilitate desk and then be classified and easily appointed to specific agents or teams. In addition, every product can have specific assignment rules, totally different email notifications, tailor-made SLAs, etc., related to it.

Freshdesk supports twenty-six different languages and lets each agent customize their languages individually. For example, agents may schedule work hours per their native times by setting multiple business hours for every team, shift, or location. Similarly, distinct SLA policies may be set for each product, department, or company that the service supports, with automatic increase emails to trace violations.

You can automate tasks to increase the productivity of your support team. The software downloads repetitive tasks. In many cases, the tool can give a predefined answer to frequently asked questions. The dispatcher automatically assigns priority and tickets to allow the manager to focus on performance tracking.

With this, you can route tickets based on your agents’ different skills and inform them about their activities. There’s also a “Supervisor” feature that checks for unsolved tickets or overdue tasks so you can follow up on them as soon as possible.

Freshdesk is designed for easy configuration to accelerate user adoption. Plus, you can set up your Service Level Agreements (SLAs) to prioritize tickets and resolution time. Tickets can be categorized according to your SLA policy, saving time and managing customer expectations.

In addition, you can view the most urgent issues and the assigned response time. The customization of the SLA is an advantage if you have several products. For example, you can set operating hours for different priority levels. This lets your customers know when to expect a response. You can also customize the Support Portal with your logo and brand colors.

Freshdesk vs. Zendesk – Alternatives

Freshdesk isn’t the simplest CRM focused on helping you provide wonderful client aid. Zendesk is competing for software program systems with ticketing equipment, stay chat, and contact aid. Zendesk is arguably the foremost well-known client support software system accessible today. Its options are integrated surveys to live customer satisfaction and analytics dashboards to watch your team’s performance.

We discovered Zendesk to be extraordinarily versatile. It offers more than 1,000 apps and integrations, and automation capabilities at a less expensive charge than Freshdesk. Plus, it has an inner assist desk, an exquisite device for large corporations. The drawback to Zendesk is that it’s no longer as user-pleasant as Freshdesk. For small corporations that need support centers up and running quickly, that would be a vital motive to pick the latter.

Integrations

Freshdesk gives out-of-the-box integrations with various famous commercial enterprise programs, including CRM systems, invoicing tools, and eCommerce solutions. In addition, Freshdesk is tightly included with Google Apps, including Analytics, Contacts, Calendar, Hangouts, Drive, and Gmail.

These integrations allow a slew of extra capabilities, including the cap potential to agenda client calls, connect massive documents to tickets, and plenty more. Alternative integrations include Box, Campaign Monitor, Dropbox, Freshbooks, Jira, LogMeIn, Mailchimp, Slack, Shopify, Salesforce, SurveyMonkey, Xero, and Zapier. The famous integrations include the following:

Freshdesk Review Conclusions

Freshdesk is high-quality CRM software to help your company build a comprehensive customer service center. It supports email ticketing, live chat, and phone support and works across all channels your business operates on. In addition, Freshdesk includes automation and chatbots in its premium plans.

Despite the wealth of tools and functions that Freshdesk offers, we found the software surprisingly easy to use. It’s well organized and makes it easy to immediately reply to tickets and chats. The points of friction found were advanced reporting tools so advanced that they can be difficult to master.

The only real downside to Freshdesk is its cost. Features like workflow automation are expensive, and you need an expensive omnichannel subscription to add live chat or phone functionality to your support center. Zendesk offers similar features at a significantly lower price, but it’s not easy to use. So, if your company has a big enough budget, we recommend sticking with Freshdesk. Get started today!

Freshdesk Frequently Asked Questions (FAQs)