General Information
Freshdesk is a cloud-based CRM platform that enable the companies to deliver a good customer support. It converts requests via email, chat, web, phone, etc into tickets.
Freshdesk automates the workflow and provide self-service to the customer without any representative. It also have AI-powered support chatbot which gives solution to routine problems.
It also have multichannel support and agent collision detection for better efficiency.
Newer Innovations in Freshdesk
Its automated service management tool helps in solving routine problems quickly and helps IT team in managing service request easily.
It uses multi-channel i.e. web, phone, email, social media, etc, to resolve the customers and engage them. It has real-time visibility of all the queries pending and solved. It also has the feature of real time email notification.
Freshdesk uses the strategy of gamification for competition among the employees.
Why we use Freshdesk?
Freshdesk help companies of all sizes solve their business problems.
It provides a platform for the user to access the information and perform task without any customer support representative.
Companies uses this tool to provide any time support to the customers.
It makes the process of customer support fully automated and easy.
Industry Positive Comments
Some of the customers said that it has great support team.
It also has great integration with sales process and social media tools.
Some customers said it allows you to customize the product according to our need.
Needs Improvement
Some customers said that sometimes tickets took long time to resolve and new entries are difficult to spot.
Interface is not so user friendly, we can’t put on videos and can’t bring in huge documents .
Similar Products in the Industry
Some of the similar search products in the industry are Zendesk, Jira Service Desk, Zoho Desk, Whatfix, Oracle Service Cloud, LiveAgent, Helpshift, WalkMe, TeamSupport.