FRESHDESK

Looking for Omnichannel, Bots, and Self-service solutions for customer service?  We have got you covered! Freshdesk Omnichannel is built from the to solve all of the your challenges that come with omnichannel customer support.

Delight your customers and win them for life

It is a multichannel customer support helpdesk which allows organizations to collaborate and support their customers through email, phone, websites, forums and social media.

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.

EMAIL INTEGRATION

SELF SERVICE PORTAL

LIVE CHAT SYSTEM

INTEGRATED PHONE & EMAIL.

KNOWLEDGE BASE

AUTOMATED ROUTING

TICKET MANAGEMENT

ONLINE ACTIVATION

COMMUNITY FORUMS

INCIDENT MANAGEMENT

HELP DESK MANAGEMENT

ESCALATION AND ALERT

SOCIAL MEDIA INTEGRATION

SURVEYS & FEEDBACK

WHY YOUR BUSINESS NEEDS HELPDESK?

Unify your support channels into one place

Unify your support channels into one place

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.

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.

Gain insight into support agents performance

o measure your support agent performance is very important while keep encouraging them to use of personal inboxes to respond to customer inquiries.

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.”

Understand your customers better

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.

Proactively help your customers with a knowledge base

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.

knowledge base
Automate tasks to scale your team

Automate tasks to scale your team

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.

Create context around a customer’s journey

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.

customer journey

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