CUSTOMER SERVICE

Freshworks Freshdesk Review

Product Snapshot

Product Pricing

Sprout – $0 per agent per month
Blossom – $19 per agent per month
Garden – $35 per agent per month
Estate – $49 per agent per month
Forest – $89 per agent per month

Technology

Platform is a SaaS solution and requires no additional hardware for installation.

Customer Focus

Vendor works with businesses of all sizes across multiple industries.

Select Customers

Schneider Electric, HP, Harvard University, American Express, Decthalon

Case Studies

About Freshdesk

Freshworks Freshdesk Freshdesk is a customer service cloud-hosted help desk solution that combines the simplicity of intuitive interface and power of robust features. Platform provides users with multi-channel capability to streamline support queries, integrated game mechanics to increase agent productivity, multiple SLA policies along with support for multi-products, smart automations and a suite of in-depth reporting and analytics to check the health of the user’s helpdesk.

The software also includes standard features such as helpdesk ticketing, knowledge base and community platform. Freshdesk turns support emails into tickets that users can track for rapid and accurate response. Furthermore, the solution provides users with the flexibility to link forum questions to a ticket and vice-versa to create a streamlined set of answers and replies.

About The Company

Freshworks Inc is headquartered in San Bruno, California, with offices in London, Sydney and Chennai with more than 50,000 customers around the world, including 3M, Honda, Hugo Boss, University of Pennsylvania, The Atlantic and Petronas. The flagship product allows organizations to support customers through email, phone, websites, mobile apps, forums and social media.

Freshdesk Key Features

Globalized multi-channel customer support

Have a bird’s eye view to all the support conversations from email, phone, live chat, feedback widget, social channels like Facebook and Twitter and self-service portal in one place
Know the context behind every customer conversation no matter what channel they use to contact you by pulling out the entire history of interactions
Deliver both reactive and proactive customer support by using the real-time information in all the channels

Gamification

Identify and reward best agents in your helpdesk using the Arcade
Bring a new life to the world of your agents with the Arcade
Align your support team’s goals with Quests

Globalizing customer support

Support multiple products in a single helpdesk with multi-product support
Set up support portals in 30+ languages with multilingual support
Set multiple SLAs and support customers across multiple business hours and time zones

Smart Automations

Setup time, event and scenario triggered automation rules
Automate email notification and ticket assignment within groups
Ensure quick and consistent responses to common questions using canned responses

Reporting and Analytics Suite

Get a snapshot of your helpdesk performance through trends and metrics like ticket volume trends, Average Call/Chat Handling time and other vital metrics
Analyze your top customers with the Tickets Submitted, Tickets Resolved, SLA Violation%, Satisfaction Survey overview and responses
Identify bottlenecks in your support using group and agent performance reports and draw actionable insights from the metrics like Resolution SLA% and Average Response Time

Self-service portals

Empower customers with 24×7 access to instant information with an FAQ section and forum
Provide a platform for customers to interact with each other and with your brand
Gather customer feedback and votes on ideas to craft a customer-centric product road map

Helpdesk Ticketing System

Ensure tickets are categorized and resolved with the shared team inbox
Set, manage and meet customer expectations by setting up SLA
Know who is working on your ticket with agent collision detection, use private notes for internal communication and many such agent-friendly features

Branding

Pick your favorite ready-to-use themes from the FreshThemes gallery and modify layouts so your customers enjoy a rich support experience
Bring in your favorite styles with CSS level customization that reflects the value of your business
Configure an exclusive URL and email address for your support channels (support@yourcompany.com)

Integrations

Access all the data you need anywhere you want and anyway you want it with open APIs
Support tool Freshplugs made available thanks to partnerships with various market-leading solution providers in CRM, Contact Centre Software, Cloud storage solutions and Issue tracking
CRM integrations with Salesforce, Highrise, Pipedrive and SugarCRM
Manage time and invoices with solutions like QuickBooks, Freshbooks and Xero
Communicate with your customers through our Communication Integrations with partners such as Slack, GitHub and Hootsuite