App of the Day
Human Resources Software November 11, 2014

Freshdesk Review - Complete Customer Support

Overview

Every business owner knows that customer satisfaction is often one of the best indicators of success. 

Unfortunately, as your company scales, the process for managing customer satisfaction can become challenging without the right support tools.

There will always be someone with a new questions or problem, no matter how clear you make your FAQs. When someone contacts you for support it is not a failure, but rather an opportunity for success and invaluable relationship nurturing. 

Freshdesk gives you the capability to manage these interactions; quickly, easily, and in a way that makes the experience pleasant for both parties.

Freshdesk Review on Moblized

If having your customer satisfied isn't enough, Freshdesk has loads of features to compliment your CRM. 

Track customer interactions across social media, email, phone, text, and forums and respond directly to customer inquiries, all the while saving your conversation and history for future reference. 

With multichannel capability and integrated game mechanics Freshdesk has the essentials and more. It's a complete, easy-to-use solution for customer happiness.


See Freshdesk's Full Profile


What do you need to get started?

Check out this video on how simple the setup is for Freshdesk.

In it, I cover these 3 steps:

  • Email Integration
  • Solutions
  • Widgets

Need More Setup Info? Schedule A Demo!


Features

Freshdesk is really quite comprehensive and can handle most support tasks with ease. Here's a quick overview of the primary features.

In this video I cover:

  • Freshfone
  • Team Inbox
  • Social
  • Automation
  • Merge Tickets

See All Freshdesk Features


Other features include:

Analytics

Freshdesk has a number of analytics reports to drill down any problems that your customer support team might be having and make adjustments as necessary. What’s more, Freshdesk comes with the ability to create customer service surveys to review individual calls with consumers.

Freshdesk Dashboard Screenshot

Freshdesk client Knowlarity stated:

“With Freshdesk, we no longer have to focus on collecting the information. We’re able to make confident decisions based on our data analysis. The investment is justifiable in terms of insights, time saved and customer relationships!”

Mobile App

The Freshdesk app is available on iTunes and Android. It has all the features you would want to respond to your clients’ questions. The MobiHelp app allows clients to submit tickets of challenges they experience with the software.

Freshdesk Mobihelp App

Integrated Game Mechanics

Do you want to entice your customer support team to keep on top of the customer service portal? Then you might want to talk to Freshdesk about the Integrated Game Mechanics feature.

Freshdesk Game Mechanics Trophies

This feature allows you to set up a gaming system, so customer service team members can earn points for performing tasks aligned with the company goals.

Freshdesk Game Mechanics Backend

The great thing about this feature is that you can customize the points and arcade contest anyway you see fit.

Agents

One of the core features of Freshdesk is their ability to host unlimited agents and customers on the portal. Unlike other customer support services, they do not charge by the number of clients that you have. There is an access prices for each agent, but if your company grows by stops and starts you might want to use the agent day pass. This day pass allows other employees in your company access to the Freshdesk dashboard during busy times.

Freshdesk Agents List Screenshot

For example, you might be an event company. During the event, you might want additional support staff replying to tickets and monitoring social media. The day passes allow you to do this without having to add them to the monthly plan.

Rebranding

The rebranding feature allows you to customize the look and feel of the customer support desk. You can create a name for your help desk, add your logo and colors, and forward the Freshdesk custom URL to a specific URL of your choosing.

Freshdesk Custom Support Portal Branding


See All FreshDesk Features


Integrations / Add-ons

As I may have mentioned earlier, my favorite integration is the social media integration, which is a remarkable feature. 

It allows you to assess customer problems across social media, forum, email, and phone together. Freshdesk connects your support portal to Facebook and Twitter.

As Andrew Reeve of Honest Brew stated:

"Freshdesk is a great tool. We can easily manage our tickets across social media and email. We like making people happy."

Freshdesk Social Monitoring and Integrations

In addition to your social media accounts, Freshdesk integrates with 26 other applications as well, including the major CRM systems (Salesforce, Sugar CRM, Zoho, etc.), email applications (MailChimp, Constant Contact, etc.), project management applications (Freshbooks and Harvest), as well as Google Analytics, Survey Monkey, Screenr, Shopify, and Dropbox.

Freshdesk Integrations Screenshot


See All FreshDesk Integrations


Customer Support

Aside from the obvious ticket, forum, and knowledge base support, Freshdesk also has phone support, which is available to customers at any level. Since this is a customer support service, called their customer support number (866-832-3090 x2) on a Monday around lunchtime to test response time. They had a live support agent responded to my call within two rings. That is wicked fast for a support service.

The community forum has answers to thousands of questions about Freshdesk that can help you navigate through almost any questions you have of the service.


Pricing

Freshdesk not only has some amazing features, but well priced as well. The company has five different levels of service for clients looking to use the software for their customer service needs. These are Sprout, Blossom, Garden, Estate, and Forest. The Sprout plan is free for a smaller support team that is ideal for a small business.

However, you will probably want to upgrade to the Blossom plan at a minimum because this plan comes with the social media integration.

Additionally, if your company experiences surges in customer support you might be interested in the day pass feature. For a few dollars, you can include additional agents at a minimal fee to answer calls during a swell in support.

If you want to connect your phone support through Freshdesk, you will need to learn more about Freshfone. This is an add-on feature. To learn more, see the Full Pricing Info.


Final Thoughts

Freshdesk is one of the most comprehensive portals out there for customer support teams. One area that it really shines is in how it can help companies create a persistent customer experience across all channels through support tickets, forums, email, phone, and social media.

Additionally, with your own, custom-branded portal, it helps your company create a comprehensive knowledgebase for your customers; reducing the number of calls coming into a customer service center.

Equally impressive was the fact that the pricing for Freshdesk was very reasonable for the value you get from the program. Freshdesk is a quality solution for any-sized company looking to easily handle their customer satisfaction and ticket resolution in a professiona, unified manner.


Learn More About FreshDesk


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