Freshdesk is a cloud-based customer service software developed by Freshworks, a company founded in 2010 in Chennai, India. The platform is designed to help businesses of all sizes deliver exceptional customer support through various channels, including email, phone, chat, and social media. With over 52,000 clients in more than 100 countries, Freshdesk has become a popular choice for businesses looking to streamline their customer support processes.
Key Features of Freshdesk
- Freshdesk allows businesses to manage customer inquiries from multiple channels, such as email, phone, chat, and social media, in a single unified workspace.
- The platform enables support teams to manage, prioritize, and resolve tickets efficiently, ensuring timely and consistent support.
- Freshdesk offers intelligent ticket assignment, time-triggered automation, and event-triggered automation to help businesses automate repetitive tasks and improve agent productivity.
- The platform provides a scalable knowledge base and custom widgets to help customers find answers faster, reducing the workload on support agents.
- Freshdesk allows businesses to customize their workflows, customer portal, agent roles, and more, making the helpdesk truly theirs. It also integrates with various third-party applications, such as Salesforce, Google Apps, and Freshworks' other products.
- Freshdesk offers real-time data monitoring, customizable reports, and advanced analytics to help businesses track their helpdesk performance and make data-driven decisions.
Use Cases of Freshdesk
- Enhanced Productivity: A global storage solutions provider, Dexion, uses Freshdesk to improve their internal operations, from sales and services to engineering and design. The platform provides improved visibility into requests, enhancing productivity across various teams.
- Dynamic Customization: Freshdesk allows for the creation of dynamic sections under default fields and any custom dropdown fields. This feature can be used in an e-commerce scenario where different fields appear based on the user's chosen option within the dropdown, improving ticket structure and resolution.
- Automated Workflow: Freshdesk's automation rules can be set up to run on ticket creation, streamlining workflows and improving efficiency. This feature allows for automatic assignment of sales inquiries to the sales team, prioritizing tickets based on specific keywords, and sending auto-responses.
Freshdesk Pricing Plans
- Free: This is a free plan offered by Freshdesk.
- Growth: This plan comes for $11.98 per month on annual billing.
- Pro: This plan comes for $11.98 per month on annual billing.
- Enterprise: This plan comes for $68.32 per month on annual billing.
- Zendesk: Zendesk is a trusted leader in customer service and offers a platform exclusively focused on the customer experience.
- Zoho Desk: Zoho Desk is a top-rated customer service software that offers features like omnichannel communication, agent productivity tools/reports, call center functionality, and a self-service knowledge base.
- Help Scout: Help Scout is a great alternative for growing teams. It offers a simpler interface and a more straightforward set of features compared to Freshdesk, making it a good choice for small or medium-sized companies that may find the extensive features and pricing structures of Freshdesk overwhelming.