Freshdesk product overview

Freshdesk is a cloud-based customer service software that focuses on cross-functional team collaboration. Its omnichannel engine streamlines customer conversations across multiple channels, including email, phone, chat, and social media. It empowers businesses to provide streamlined customer experience across channels with flexible technology that makes customer support a strategic differentiator.

With Freshdesk, support teams can save time and reduce repetitive tasks. The platform lets agents rapidly resolve customer inquiries with workforce automation and knowledge from one unified platform. It gives a 360-degree customer view and guided resolutions to improve call productivity. Organizations can benefit from its AI-powered chatbots that guide customers in solving their questions.

The software offers the scale and customizability that supports growth. It brings an open and extensible architecture that supports seamless integration of mission-critical business systems through our App Marketplace and APIs.

Pros of Freshdesk

It cuts down on manual and repetitive tasks using advanced automation rules and equips agents to solve complex queries and engage in meaningful work.
Support teams can deliver fast and consistent customer service across email, phone, chat, WhatsApp Business, and other social media channels from a single view.

Cons of Freshdesk

According to users, building customized reports in Freshdesk is tedious.

Breakdown of core features

Collaboration

Freshdesk allows agents to work together with other employees from across the company to provide quick and consistent answers to customers. Its collaboration features let users loop in teammates for discussions right inside tickets and retain visibility even if another team is currently working on a ticket. Teams have the option to split the tasks involved and work on them in parallel.

The platform democratizes support by bringing together the collective power of subject matter experts across distributed teams to solve complex customer issues. With a record of all interactions, agents can collaborate contextually with other team members and external stakeholders and do more to resolve tickets faster.

Omnichannel helpdesk

With Freshdesk, customers can help themselves anytime on the channels that they prefer the most. Businesses can offer self-service through a branded knowledge base, web widget, chat, messaging, bot, and over the phone.

The software introduces an Omniroute feature that automatically assigns chat messages, phone calls, and tickets to the right agents. It intelligently optimizes agent effectiveness and allows managers to define thresholds for agents on each channel to ensure the team is never overwhelmed by support issues.

AI-powered automation

The AI-powered automation feature enables teams to run on autopilot. It scans through every inquiry for every customer contact and performs actions depending on the customer’s location and issue.

Furthermore, its automatic ticket assignment capability brings issues to the attention of the appropriate agent instantly. It assigns tickets based on the agent’s skill or workload.

Analytics

Support teams can leverage the system’s in-built reports for quick insights. Freshdesk saves time and decreases manual work with an exhaustive set of actionable reports. With brand new visualization capabilities added, users can understand large volumes of data and present it to stakeholders with rich visuals and vibrant colors.

Providing multiple ways to look at helpdesk reporting, Freshdesk Analytics enables users to customize and build reports with no coding and minimal effort. Agents can create reports on the fly without depending on a data analyst or external business intelligence tools.

(Last updated on 03/11/2022 by Liz Laurente-Ticong)