Take Customer Service to the Next Level with Freshdesk

Customer service can be a messy area for some businesses. On top of categorizing and prioritizing each complaint, there's also a need to keep track of their customer service reps and ensure that they're doing a good job. And with social media quickly becoming a go-to avenue for rants and complaints, customer service can get even messier.

Thankfully, there's a new software called Freshdesk that aims to fix all that. Freshdesk is a customer service program that automates your customer service process to ensure that both your agents and customers are on the same page and things get resolved faster.

Here's how it works

All complaints and questions that come in-from emails to tweets to Facebook comments-are automatically converted into support tickets. Customers themselves can also create tickets through your self-service portals, or you can also have your agents create tickets over the phone.

Freshdesk then reads all tickets and categorizes them correctly. On top of that, the software can also set priorities and assign tickets to the proper customer service reps and teams. Smart, huh? All you need to do is spend some time setting up the system (i.e. defining categories, priorities, and teams) and you'll be good to go. Freshdesk does all the complicated and heavy lifting for you.

Create a shared knowledge base

Having a shared knowledge base that all support staff can refer to crucial to giving people a smooth customer service experience. Freshdesk allows you to easily create and update this knowledge base to ensure that everyone is on board with the best solutions.

Moreover, having a comprehensive knowledge base allows Freshdesk to suggest possible solutions to agents. For example, when a member of your support staff is trying to solve a problem, "Freshdesk automatically searches for solutions and workarounds related to a ticket and suggests them to the agent. Your agents can simply click and append the corresponding knowledge base URL in their response."

Analytics

Freshdesk also offers customer service analytics to give you insights on the things that you need to change or tweak. Track the time spent on each ticket and generate timesheets to give "you a deeper understanding of where the performance bottlenecks are in your support."

You can also generate various customer service reports to give you an overview of customer satisfaction, problems solved, and more.

Engage with customer using forums

If you're running customer service forums on your site (or are planning to), then Freshdesk is definitely worth checking out. The software lets you easily set up internal or public forums allowing you or your agents to communicate with customers directly.

Additionally, Freshdesk allows you to crowdsource ideas directly from your customers. You can even set up polls and allow them to vote on specific ideas.

Customize it to no end

Want to change the look and feel of your helpdesk portal? Freshdesk lets you brand the help interface with your logo and company themes. You can even "map your support portal to any custom domain that you own in just a few minutes."

Pricing

Freshdesk pricing ranges from $9 per agent per month to $25 per agent per month. If you're on the fence, check out their 30-day free trial.

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