Freshdesk offers a broad set of features for every channel a customer support team needs. Freshdesk comes with excellent support for traditional channels such as email and phone as well as chat, forums and social media, with a ticketing helpdesk that is tightly integrated with across all channels.
Each Freshdesk account can have multiple custom mailboxes associated with it, allowing a support team to manage all their support emails in one place. Freshdesk’s social media integration is excellent: with support for Facebook pages, an in-sync Facebook support centre, streams to keep an eye on what the world is talking about a company, and a social tab that works on mobile.
Freshdesk also has a phone system built into it that allows users to take incoming calls. Currently covering over 30 countries, this allows you to perform call centre operations without having to invest in a full-fledged business phone system. The platform also provides live chat solutions where you can facilitate real-time conversations with customers on your website.
Freshdesk is easy to set up, learn, and use, and incorporates gamification features such as a motivation tool to compete with their own colleagues when solving issues reported by customers. With gamification emerging as a strategy across the world to boost engagement among employees and consumers, Freshdesk’s game mechanics helps to engage agents in their otherwise monotonous tasks and is a differentiator in a crowded help desk market.
Table of Contents
Key features of Freshdesk
- Email to Ticket Conversion
- Multiple Service Level Agreement policies
- Automations – Ticket routing, scenario automations
- Knowledge Base
- Self Service Portal
- Multi-channel support, including Facebook & Twitter
- Multi-product/multi-brand Support
- Community Portal with Idea Management & Voting
- Leaderboard & gamification
- Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM
- Multi-language & multi-time zone support
- Satisfaction Surveys