What is Freshdesk?
Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. It empowers businesses to monitor customer communication across email, phone, chat, social media and instant messaging whilst also improving agent productivity with smart automations, self-service experiences with chatbots and help centers. Businesses can also monitor KPI metrics with powerful analytics. Freshdesk is a highly scalable so is great for growing small to medium businesses as well as large corporations.
Freshdesk features a shared inbox where all customer support tickets from several channels are collated, customized and it generates automated pop-ups that helps with common customer queries.
Freshdesk also offers great additional features like team huddle which allows you to bring in experts to resolve complex tickets; and gamification to motivate agents thus improving their performance. Freshdesk also offers a popular voice-over-internet-protocol service. It is a perfect solution for businesses need VoIP-enabled call monitoring to manage customer correspondence. The affordable and feature rich free forever plan that lets you get started without an investment or commitment.
Freshworks is becoming increasingly popular because it is typically more affordable than seamlessly integrates correspondence across multiple channel something you can’t do on a traditional software. The system also automatically updates all data from all channels and does not require any action from the user. And most importantly, data is backed up automatically as soon as it is entered or updated.
What popular features do you get with Freshdesk?
- Omnichannel support
- SLA management
- Canned responses
- Chatbot & help widget
- Customer feedback collection
- Custom reports
- Portal customization
- Customer segments
- Custom SSL certificates
- Team huddle
- Shared ownership
- Knowledge management
- Intelligent ticket assignment
- Automatic notifications
- IP and network restrictions
- Identity & access management
- Mobile access
- Ticket management
- Service groups
- Time tracking
Customer Support is available at Freshdesk
Freshdesk offers tier-based customer service that includes access to its knowledge base and community forums for Free plan subscribers.
All assistance is provided by humans, not bots. Support staff are located in North America and Europe, and 24-hour support is available wherever you are. Client dashboard assistance is also available for application set up and use, omni channel management, customer case studies, a resource library of tips and strategies, webinars, how-to videos, quizzes and productivity tools, and blog articles. You can even enroll your agents in the Freshworks Academy for certifications, skill upgrades and training.
What kind of business is Freshdesk ideal for?
Freshdesk pricing and features are scalable, making it a great option for customer support teams of all sizes. It works great for small businesses to large enterprises. Mainly benefits:
Businesses with remote teams/agents: You can add-on field service management on Freshdesk which makes it suitable for companies with remote teams or a remote-hybrid structure. You can employee performance, status and also see how long your agents use their mobile apps to service your customers.
Businesses using multiple channels for customer service: Freshdesk omnichannel support means that you can manage incoming tickets from multiple channels on a single platform. You can streamline all correspondence received over email, phone, chat, and social media.
Small business looking for free or affordable customer service solution: Freshdesk offers a free support desk plan with ticket management, agent productivity management, process automation and reporting tools that can be used by an unlimited number of agents. So you don’t really need to subscribe to the paid plans to get started.
Pros and Cons
- Easy to set up and use
- Free plan supports an unlimited number of agents
- Omnichannel service, which means you can communicate with your customers via email, phone, chat, and social media
- In-app collaboration tools make it easy for team members to work together on complex issues
- Limited customization
- Third-party integrations are available only with paid plans
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How much does Freshdesk cost?
*based on information provided by the vendor. Actual cost may vary.
Freshdesk pricing includes one free and three paid plans that range from $0 to $79 per agent, per month on annual subscription or $0 to $95 on monthly subscription.
Even though it is free, you can access some good Freshdesk features like email ticketing and outbound emails; canned responses and basic automations; knowledge base and support widget; mobile app; default dashboard; knowledge base and community forums
Annually priced at $15 per month per agent or $18 per month per agent on a monthly subscription, it includes all features available in the free plan plus event and time-triggered automations; SLA Management; default dashboard and help desk in-depth reports; knowledge base, community forums, and 24/7 email support
Annually priced at $49 per month per agent or $59 per month per agent on a monthly subscription, it includes all features available in the growth plan plus round-robin ticket assignment; customer satisfaction surveys; custom dashboard, help desk in-depth reports, agent and group performance, and team dashboards; knowledge base, community forums, 24/7 email support, and 24/5 phone and chat support
Annually priced at $79 per month per agent or $95 per month per agent on a monthly subscription, it includes all features available in the pro plan plus artificial intelligence powered tools; custom dashboard, help desk in-depth reports, agent and group performance, and team dashboards; knowledge base, community forums, 24/7 email support, and 24/5 phone and chat support
Freshdesk Contact Center is a good choice for growing businesses as its four pricing tiers make it possible to stay with the same (VoIP included) service even as your business expands and needs change.
Freshdesk offers a wide range of customer service solutions with great customization options. The free plan comes with limited but useful features suited for startups or small support teams. However the three paid plans can help businesses add more features to scale and grow seamlessly. Visit their site to see if Freshdesk is a good fit for you.