It is a multichannel customer support helpdesk which allows organizations to collaborate and support their customers through email, phone, websites, forums and social media. Are you looking for innovative strategies to improve your support on social media and live chat? You’ve hit the jackpot! – Freshdesk is the answer.
We provide helpdesk solutions across the world from leading global SaaS company Freshworks. We are the consulting and implementation partners that provides products that are ready to go, easy to use and offer great value to any kind of business. By implementing a helpdesk solution, your business can organize and streamline customer communication and ensure you respond quickly and effectively customer queries.
Customer Happiness, Refreshingly Easy.
When email and phone channel are paired with newer channels, like social media, organizations struggle to unify support responses, consistency, and efficiency. This creates a huge dissatisfaction to customers. Sometimes customers is shuffled between channels, looking for the right answer. With Freshdesk, you can easily transfer customer support queries from one channel to another, without loss of context or information. It provides a single chronological timeline of all the customer interactions across various channels, to help your support agents get quicker context about the customer. There is also a possibility of you bringing in specific activities from external apps to enrich with relevant customer information.
To measure your support agent performance is very important while keep encouraging them to use of personal inboxes to respond to customer inquiries. The business doesn’t know how many queries are being resolved in a day or if the agents are responding accurately. This data is required since it helps the organization to benchmark for future staffing needs and also to gauge agent performance. Robust analytics and customizable reports are built-in features in a Freshdesk that can ensure business managers have more visibility. “Customer service is a hard job and anyone who says differently has never done it.”
Freshdesk helps you to leverage tagging and analytics to understand customer needs and wants. This enables organizations to learn lot many new things, which in turn they can change in their product offering, add to documentation or tweak process to improve ticket deflection rates and customer happiness ratings. To deliver the excellent customer experience, activities such as creating efficient processes and workflows, quality management, planning shift schedules, etc. are critical, wherein Freshdesk help you with all these stuff.
You can create a knowledge base on your Freshdesk – Helpdesk portal, that ensures availability of accurate and exhaustive documentation so that customers can find what they are looking for. New age customers now would prefer to find their own information and solution, rather than reach out to support, which can be possible with a knowledge base with adequate documentation. Businesses can also leverage analytics for the knowledge base to know what their customers are searching for, and the most viewed documentation. Did you know that only 70% of people expect a company’s website to include a self-service application, the same percentage of people actually prefer to use a company’s website to get answers to their questions rather than using phone call or email.
There are many situations where customers spend 5-10 minutes on the phone just to find out basic information, such as learning a product’s return policy. But what if customers could find this information on their own, in real-time and with just a few actions. Automating customer service simply means reducing human effort in common, repetitive tasks and offering alternate solutions, thereby saving time and effort – both for agents as well as customers. With Freshdesk, businesses can automate everyday tasks. For example, you can set up automated agent notifications if a query remains pending for more than three days. One can also create a workflow with helpdesk automation for ticket assignment based on agent roles and tag the agents accordingly.
A customer may reach out to support via different channels and receive conflicting answers. By using a helpdesk solution, businesses can ensure they have all the information in one place and agents have full context into previous queries or proposed solutions to ensure the information shared is correct and up-to-date.