Freshdesk offers an all-in-one customer service platform for multiple departments, including customer support, sales, marketing, and call centre.
Their online cloud-based customer service software helps businesses to increase customer engagement and manage customers as they scale. Their platform has the following customer engagement features that promise to help businesses seamlessly engage with their customers: omnichannel help desk, team collaboration, artificial intelligence (AI) and chatbot capabilities, multi-channel communication management, and a self-service support portal for support agents and customers.
Feature-rich ticket management – Easily search, assign, reply, and resolve tickets. You can also set deadlines for ticket response and resolution based on different business hours or categories. The canned responses feature provides quick, consistent responses to common questions.
Multi-channel support – Respond to queries from phone, SMS, live chat, email, social media (Facebook Messenger, Instagram, etc.).
Real-time dashboard and reporting – Access metrics such as response time, resolution time, tickets created, tickets closed, and more.
Support channels – Enable chat in customer portal by integrating Freshdesk with Freshchat. You can then convert conversations into tickets.
Helpdesk management – View private notes, ticket activities and easily collaborate across teams using the functionalities such as team inbox and to-dos which allows you to add to-do tasks within the ticket or add it to your dashboard.
Analytics and reporting – Default dashboard: View ticket trends, recent activities, arcade, gamification, community forums, customer satisfaction, and other metrics.
Freshdesk analytics (beta): View performance distribution, group performance, agent performance, ticket volume trends, ticket lifecycle.
Integration – Build and integrate custom apps to carry out workflows that are unique to your business
Self service – Create a self service experience for customers with a knowledge base and forums.
Customisation – Customise the look and layout of your support portal with full CSS customization and ready-made themes.
Freshdesk offers four packages to choose from.
Free (Up to 10 agents)
Growth – $15/month (billed annually)
All features in the Free plan, plus:
Pro – $49/month (billed annually)
All features in the Growth plan, plus:
Enterprise – $79/month (billed annually)
All features in the Pro plan, plus:
Custom Reports are only available at the Pro and Enterprise plans.
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