2 Reviews (3.3/5)

Offering true, multi-channel customer support, Freshdesk brings together every customer conversation into a centralized, user-friendly interface, helping customer support agents more quickly and easily address and resolve trouble tickets.

Whether the interaction occurs over the phone, via email, through web chat or comes in from social media channels like Facebook and Twitter, Freshdesk ensures customer support issues get to the right team member right away, improving response time, customer satisfaction and support personnel performance.

Because the solution is entirely web-based, Freshdesk makes it easy to manage multiple groups, workflows and escalation procedures. It also supports multiple products and brands and includes multi-language and multi-timezone capabilities. Its affordable monthly pricing model makes it a great fit for just about any industry: IT, insurance, hospitality, retail, utilities and more.

What we really like about the solution is how it automates multiple processes to make customer support as streamlined and speedy as possible. Dispatch'r automatically routes tickets to the appropriate support agents, while Supervisor continuously scans open tickets and then escalates then to managers if they are not addressed within defined Service Level Agreements. Using Scenario Automations, daily routine tasks can be completed with a single click.

Freshdesk also offers sleek, user-friendly customer-facing features such as a self-service portal, a knowledge base and community forums so customers can view the status of their tickets, find solutions online and share or even vote on ideas. 

Freshdesk a intuitive, affordable solution that's a great fit for SMBs needing to support customers across multiple channels.



 

 

 

 

Supported Operating System(s):
Windows, Mac OS, Linux, Unix

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2 Reviews of Freshdesk

Overall rating
Review by from CRCNA |
Ease-of-use
Functionality
Product quality
Customer support
Not a fan. When is the last time you used an email client that doesn't refresh itself? And it is not very helpful that every time somebody replies to a ticket, it creates a new ticket. Very messy.
Overall rating
Review by from Earth911 |
Ease-of-use
Functionality
Product quality
Customer support
Our organization was looking for a solution to customer service needs. Most of our inquiries involve the same 5-10 questions or issues, so the ability to streamline information to avoid double work was incredibly important to us.

In the past, we have tried other customer service software that had limited functionality. Freshdesk was able to import all of our old tickets and responses, so we have an archive of all previous user correspondence.

Freshdesk allows our company to utilize a shared inbox for multiple personnel. It provides helpful features like BCC and HTML emails that were not available through other software. It is also an inexpensive way to handle customer service.

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