Freshdesk helps your customer service team consolidate all their communication streams into one platform and deal with issues more responsively.
- A dashboard consolidating all help desk communication streams
- Automated alerts let customers know the status of their order
- Internal communications systems to keep every relevant team member in the loop
- Great organizational tools compiled in a clean and easily navigable interface
- Huge amount of customization options
- Friendly and responsive support team
- Software can be a bit sluggish
- No options for automated alerts via social media platforms
Dealing with all of your customers and resolving tickets effectively can be a massive undertaking, and it only becomes more difficult the larger your company becomes. Freshdesk eliminates the need to rely on emails to deal with customers and allows you to fold all of your different methods of communication into a single dashboard. It also assists with coordinating all of your individual customer care reps and teams. Due to the nature of the software, the features offered through Freshdesk becomes more useful the larger your team becomes and the more issues you have to deal with on a regular basis. The main selling point of Freshdesk is its ability to streamline your ticket response hub and automate problems so you can deal with problems more effectively. It accomplishes this by issuing all incoming tickets to a shared inbox. Everyone on your teams will be able to see the full breadth of issues to be resolved, and administrators have full control of how they categorize these tickets. You can assign priorities and difficulty levels to each of your tickets, at which point you can send them to an appropriate agent for resolution. Freshdesk even lets you see automation preferences so the right tickets go to the most qualified candidate based on their expertise, experience, and work load. This ticketing system doesn't just draw from your team's emails. It also sorts phone and chat conversations as well as engagements on social media. Tech issues often require engagement from representatives spread among diverse departments, and that's why Freshdesk offers robust collaboration features for larger teams. You can split tickets among different departments and different agents so the right eyes are on the issue from the start, and Freshdesk's group huddle feature allows spontaneous micro chats in which everyone involved can share new changes and solutions regarding outstanding problems. You can avoid redundancy by linking together tickets that address associated problems and create parent-child relationships between tickets so you can more easily compartmentalize inter-related issues. Canned responses allow you to respond to recurring issues or let customers know their status without having to manually reply to each user. Automation tools like this help you streamline your customer support department's efficiency. Keywords and properties can be assigned to tickets to make sure they're automatically sent to the right team, and the ability to automate actions based off of the passage of time or events means that you can keep your ticket log manageable and prevent your teams getting bogged down by low priority issues. They also offer automated alerts that can be assigned to both customers and agents whenever progress is made on an issue. Some issues don't need a rep to resolve. Freshdesk helps your customers help themselves by allowing you to create pop-ups with suggested solutions on the client end interface and integrate your help ticketing system with your existing on-site forums.