Manage your customers and Increase your sales using FreshDesk (2022)
- lindensmark
- Jan 22, 2022
- 5 min read
Updated: Feb 12, 2022
Table of contents
Freshdesk overview
Freshdesk is a CRM software to provide quality interaction and support between businesses and their customers.
Customers may approach brands through a range of communication channels, including traditional phone support, email, social media, live chat, and more, with omnichannel support.
The goal of omnichannel support is to provide consumers with a variety of ways to contact help so that they can choose the method that is most convenient for them at the time.
These multiple communication channels are connected with omnichannel assistance.
Main features
Ticketing
Collaboration
Omnichannel support
Field service
Automation
Self-service
Analytics
Customization
Security
The minimum starting price is $18/month per user
Solutions offered by Freshdesk
Solutions to industries such as retail industry, eCommerce, travel and hospitality, software and IT, banking and finance, insurance, real estate, logistics, media and entertainment, manufacturing and more.
Solutions to enterprises and small businesses
Solutions to businesses or companies to offer customer self-service and field service.
Features of Freshdesk and their uses.
Ticketing
Assign tickets to your customers and use the power of AI to provide seamlessly easy customer service.
With Freshdesk ticketing, you can do more than just send replies.
Determine the priority of each ticket based on the keywords used. Assign every ticket to a specific agent and group so there is no confusion about who should be working on which ticket.
With this software, you can use AI (Freddy) -powered ticketing which works perfectly well and saves time by automating certain tasks. Some of the benefits of this feature include:
Suggestions for ticket fields to categorize, prioritize, and route incoming tickets are made automatically.
For a speedier resolution, have Freddy recommend the most appropriate solution articles to your agents.
When customers respond with a thank you, The AI don't reopen tickets.
Resolving issues together
Freshdesk helps your team to work together to handle the various tasks. The software in any connect all the team members and sharing of different tasks becomes easy.
Split tickets into smaller projects that appropriate teams can work on in parallel to resolve issues faster. With the software, your team members can solve related issues using linked tickets.
Make your customer support and internal teamwork together in handling raised concerns. The software makes the whole conversation to be viewable to all the members and hence allow for collaboration where difficulties seem to occur.
Omnichannel support
On a single platform, you can unify and manage all support-related conversations from numerous sources such as emails, phones, chats, social media, websites, WhatsApp, and more. Receive all these tickets in a single place and work on them from one place.
Manage your field workforce
Certain tools will help you manage your field service right from Freshdesk. These tools include:
Service tasks- create some tasks for certain tickets which require field team response and track the performance of the task until they are completed.
Service groups- create technicians group depending on factors such as location, experience etc to reduce waiting time and offer support to customers fast and efficiently.
Scheduling Dashboard- from your dashboard, you can create tasks and assign them to your team members in the field and track how your team members are dealing with the workload.
Mobile field service- This help desk platform allows your field employees to receive service requests, provide current information, and troubleshoot issues.
Customer signature- collect signatures from customers who submit the tickets via the Freshdesk mobile app.
Time tracking- easily track the amount of time spent on the field using the Freshdesk mobile app.
Automation
For more productivity, these are some tasks that you will want to set in an automated workflow to run on autopilot. Some of the automation tasks you can automate include:
Automatically assign tickets to agents and groups based on keywords, requesters or properties.
Notify customers of the progress of their tickets. Notify them automatically when their problems are solved.
Auto-assigns emails, chats and calls to your agents depending on their flexibility in handling the related issues.
Self-service
The software enables their user to create a self-service customer experience so that customers can serve themselves when having certain challenges. Some of the tools involved include:
Chatbot powered by Freddy AI which handles the same repetitive tasks and most popular asked questions.
Automatically suggest relevant solutions to customers who are seeking out help. This will in turn save time for both the customers and support team.
Automatically notify writes on feedback about their articles.
Reporting and analytics
Get access to reports and metrics of the interaction your team is having with the customers. From these metrics, you can pinpoint where problems arise fix them. Some of the reports you can use include:
Monitor the number f tickets and their response rate from the dashboard
Get to understand the quality of your support through the customer satisfaction ratings.
Get curated reports on how your agents are performing through the help desk reports. From the performance reports, you will then aim for improvement.
Customizations
Using these features, you can customize the look and layout of your support portal, Tickets forms fields, URL for your support portal, and your agent looks.
Security
Freshdesk protects your product and platform with enterprise-grade security features and extensive audits of networks, systems, and regulatory compliances. Some of these tools include; Custom SSL certificates, IP and Network restrictions, and Identity & access management.
Video description
Pricing plans
The software has four plans namely free plan, growth pro and enterprise plan.
For getting started
$0
UNLIMITED agents
Featured benefits
Email & Social Ticketing
Ticket Dispatch
Knowledge Base
Ticket Trend Report
Datacenter Location
Team Collaboration
b) Growth
For fast growth
$15/ agent/month, billed annually
$18/ agent/month, billed monthly
Featured benefits
All benefits in the free plan
Automation
Collision Detection
Marketplace Apps
Helpdesk Report
SLA & Business hour
Custom Email Server
Custom Ticket Views
Ticket Fields & Status
Custom SSL
Customer Fields
Timesheet summary report
Time tracking
Pro
For high performance
$49/agent/month, billed annually
$59/agent/month, billed monthly
Featured features in Pro
Everything in growth
Round-robin Routing
Custom Roles
Custom Reports and Dashboards
Customer Segments
Versions in Knowledge Base
Multiple Products (up to 5)
Includes up to 5000 Collaborators
Extendable API Limits
CSAT Survey & Reports
Multiple SLA & Business hours
SLA Reminder & Escalation
Multilingual Knowledge Base
Custom Apps
Enterprise POPULAR
For Enterprise-grade support
$79/agent/month, billed annually
$95/agent/month, billed monthly
Featured benefits
Everything in pro
Skill-based Routing
Sandbox
Audit Log
Knowledge Base Approval Workflow
Agent Shifts
IP Range Restriction
Email Bot FREDDY
Includes 5000 bot sessions/month
Assist Bot FREDDY
Auto-triage FREDDY
Article Suggester FREDDY
Robo Assist FREDDY
Canned Response Suggester FREDDY
Multiple products (Unlimited)
Social Signals
Freshdesk Related products
Summary of pros and cons
Pros
Bots and AI are used to answer common inquiries.
The workflows of the agents are automated to save time when dealing with customers.
Customer interaction is tailored to the individual needs
Detailed Reporting
Effective ticketing system
Cons
It takes quite some time in trying to figure how everything works.
Many advanced features necessitate an upgrade to the most expensive pricing tiers.
Conclusion
The platform works well without any flaws and has proven to be useful over time. A lot of tools and features integrated into the software has made Freshdesk one great tool.
What is your personalised experience with this product? Do you think that this tool is right for your businesses? Comment below your views and questions below and I will get back to you.
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goodbye.
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“Because we're managing and handling tickets faster, satisfaction skyrocketed. 98% of the users say they are 'extremely satisfied' after handling a ticket and give us a smiley face.”
Alex Anheuer, Manager Workplace Services, Payvision
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“The Freshworks team was a great asset during implementation and continue to be a key partner for Waterstons as we look to further mature and improve our services to customers, tailored to their specific needs.”
Alex Bookless, Head of Managed Services, Waterstons
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