In this article, we'll cover:
What Is freshdesk.com?
Web based help desk software Freshdesk is a cloud-based customer support software helping support teams improve their services. It is very flexible and versatile, which is how it got its base of 40+ thousand businesses of all sizes around the globe.
Freshdesk software gathers the tickets via phone calls, emails, chats, and social media and complies them into one ticket resolution form — it is a multi-channel project management and ticket resolution system.
Freshdesk CRM Benefits
According to Freshdesk reviews, these are the advantages of the internal help desk software:
- Multi-language support;
- Support for different time zones;
- Customer satisfaction surveys;
- Gamification of the processes;
- Freshdesk knowledge base;
- Commitment to HIPAA compliance.
Freshdesk reviews claim there are several special features:
1. Email collaboration
Freshdesk reviews say customer support software allows the support teams to seamlessly collaborate while working on one of the support tickets. Support consultants can help each other and make sure they answer all emails. Freshdesk can prevent different consultants from answering the same email twice, eliminating misunderstandings.
2. Ticket labelling
45% of customers abandon a conversation if their issue is not addressed swiftly. Freshdesk ticket labelling system allows support teams to sort through the tickets, resolve them in a fast manner, and make sure the customers’ satisfaction KPI does not decline.
3. Automation of the processes
75% of customers say they prefer talking to a human support consultant and 56% say they get frustrated with automated phone answering services. Freshdesk allows the teams to automate the processes, speed them up but not too much that it interferes with the quality of customer communication.
4. Social media integration
90% of social media users have contacted or left reviews of brands and businesses over a social media platform. Any CRM system must have the option to make this type of communication easier. This makes Freshdesk ticketing system efficient — tickets received via social media can be escalated and managed directly through Freshdesk CRM.
Freshdesk reviews reveal a lot of the advantages of the system. Freshdesk pricing is one of them.
Freshdesk Free Plan
Perfect for startups without a huge tickets inflow, that want a clear and efficient and simple way to communicate with their customers.
- ✅ Email & Social Media Integration
- ✅ Ticket Dispatching System
- ✅ Knowledge Base
- ✅ Ticket Trend Report
- ✅ Datacenter Location
Costs $15 per agent/year or $19 per agent/per month. Includes automation and collision detection — a functionality required by the teams with a bigger flow and a more complicated support system.
- ✅ Automation of the processes
- ✅ Collision Detection
- ✅ Marketplace Application
- ✅ Helpdesk Report
- ✅ SLA Management
Costs $35 per agent/year or $45 per agent/per month. Includes time tracking and customer satisfaction score surveys for businesses that want to dive deeper into their relationship with their customer base and improve the customer journey.
- ✅ Time Tracking
- ✅ CSAT Surveys
- ✅ Performance Reports
- ✅ Multilingual Knowledge Base
Costs $49 per agent/year or $69 per agent/per month. Support of multiple products, custom dashboards and so on.
- ✅ Custom Agents’ Roles
- ✅ Portal Rebrand
- ✅ Custom Reports and Dashboards
- ✅ Customer Segments
- ✅ Versioning in Knowledge Base
- ✅ Support for Multiple Products
Costs $99 per agent/year or $125 per agent/per month. Perfect for medium to big businesses with teams supporting multiple projects and having a huge inflow of customers.
- ✅ Skill-based Routing
- ✅ Audit Log
- ✅ Knowledge Base Approval Workflow
- ✅ Agent Shifts Scheduling
- ✅ IP Whitelisting
- ✅ Call and Chat Scripts
- ✅ Email Bot
- ✅ Auto-triage
- ✅ HIPAA Compliance
There is also a possibility to sign up for Freshdesk demo which allows the potential customers to get an understanding of all Freshdesk processes and review everything necessary for their operation.
There are several Freshdesk competitors in the modern market.
Zendesk allows support teams to gather all channels of customer communication in one intuitive interface which prompts for fast ticket resolution. It allows the teams to separate their tasks and assignments and be more productive overall.
Salesforce is a system handy not only for support teams, but for the tech, sales, and customer success teams as well. Its main disadvantage is its complexity and broad functionality. Even they don’t stop the teams from successfully leveraging its functions — companies that switched to Salesforce report 25% increase in revenue and 35% increase in customer satisfaction.
Over 40,000 of businesses use Olark. It is one of the easiest ways to add a live web chat window onto a webpage. It is cloud-based and can be installed onto any webpage to instantly help the customers.
QCRM is a SupportYourApp in-house developed piece of software used by 51% of SupportYourApp clients. It has a single-window intuitive and omnichannel interface helping support teams collaborate and provide the best service. Perfect for businesses that value the voice of their customers, it provides on-the-spot data collection as well as a real-time possibility to alter customer support services and enhance customer experience across the board.
If you want to learn more about QCRM, message us at firstname.lastname@example.org, and we’ll answer all your questions.
Freshdesk Features Review: Pros and Cons of the System.
Freshdesk reviews can help us detect several pros and cons of the system:
|Omnichannel ticket management system||No mobile messages integration|
|Allows team collaboration||Does not integrate and accept customer tickets from Instagram|
|AI and chatbot integrated into the system||Core features are not innovated|
|Knowledge base for users and support consultants||Analytics and dashboard are only available to those using expensive plans|
|Flexible payment plans||Better used for basic customer tickets|
|Workflow automation||Automation is hard to set up and navigate|
|Mobile apps for iOS and Android systems||Needs to be installed and paid for additionally to the support team|
Freshdesk is a good for medium-sized businesses that:
- Have no use for extensive analytics;
- Do not need integration with Instagram, even though 90% of users follow brands and businesses on the platform;
- Do not have difficult customer tickets and do not experience sudden growth in customer communication.
Bigger businesses with increasing customer tickets flow might step away from Freshdesk and invest into something more flexible and reliable. Something that would be easy to scale and would omnichannel-y support collaboration between the members of the support team.
Having been one of the core parts of SupportYourApp, Nick helped to support 50+ products before realizing his vocation of building support processes and integrating all the necessary tools. During the last 5 years he worked with various companies from all around the world, helping them launch their service with SupportYourApp.Posted on