What is Freshdesk? – Freshdesk is software to facilitate Customer Support work. If all this time you have always been preoccupied with answering questions from customers through various channels such as email, phone, portal, LiveChat, Twitter, Facebook, or Feedback Widget which is very time-consuming, now you can respond through a platform called Freshdesk. Freshdesk is software that accommodates or manages all of your conversation services with customers from various channels on one platform.
The job of answering customer questions is sometimes tiring, especially if you actually have a template of answers for the same and repeated questions. Some companies also implement inquiries via email which will be followed up by several staff. The problem is that sometimes the staff do not know each other which emails have been replied to and which have not. For that, make it easy to handle customer activities with Freshdesk because Freshdesk is specially designed for customer support.
8 Freshdesk benefits that you get
1. Track customer conversations by turning them into Tickets
On Freshdesk, there is a Ticketing feature that allows you to convert all incoming emails into Tickets. You can prioritize, categorize, and forward customer messages to the right people or answers. Supported by Team Inbox, SLA Management, Agent Collision Detection, Custom Ticket Status, Scenario Automation, and Canned Responses so you won't lose track of messages sent by your customers.
2. Solving problems with the team to become the best Customer Support
Freshdesk helps you work closely with existing team members in your company to provide fast and consistent answers to your customers. Work together as a team to solve customer problems quickly and efficiently. Several supporting features such as Team Huddle, Shared Ownership, Linked Tickets, and Parent-Child Ticketing are ready to help you in carrying out this Customer Support collaboration.
3. Unify all the information with multichannel support
As we said earlier, Freshdesk accommodates various communication channels. If the process of fragmenting service, support, and customer data across various channels takes time and effort, Freshdesk makes your work more practical. You can unify all the information and manage it on one platform. So far, Freshdesk supports multichannels such as Email Support, Phone Support, Chat Support, Website Support, Facebook Support, and Twitter Support.
4. Increase team productivity with an automated system
Shorten your time serving customers with Automation from Freshdesk. Utilize Freshdesk built-in capabilities such as Ticket dispatch, Intelligent ticket assignment, Time-triggered automation, Event-triggered automation, Automatic email notification to automate repetitive tasks. To ensure that your support process is as smooth as possible, you can automate your routine tasks such as setting priorities, following up on tickets and other operational tasks that help you run your support. This way, your team can make better use of their time and create a seamless customer support experience.
5. Self service, empower customers with knowledge
Help your customers to be able to solve their own problems. Create self-service experiences that support your brand in increasing customer satisfaction. There are Automatically suggest solutions, Email to Kbase, Feedback mechanism, Solution article analytics, Forum moderation, and Link forum topic to ticket which allows you to empower your customers in creating self-service experiences. Enabling this self-service not only helps customers find solutions faster, but also empowers them with useful knowledge. It also helps reduce your ticket volume.
6. Reporting that is complete, measurable, and increases productivity
There is a Reporting or Report feature on Freshdesk that can help you monitor performance productivity. Based on the results of these reports, you can make data-driven decisions to improve your team's performance, measure and improve efficiency, identify problems, and plan based on metrics. Here you will be assisted directly with very convenient features such as Helpdesk reports, Customer satisfaction ratings, Dashboards, Answers and Insights, to Schedule reports.
7. Complete customization capabilities
Don't want to be distracted by complicated customer service activities. Make this job of helping customers as easy as blinking. With Freshdesk, you can customize workflows or workflows to the way your team works, customer portals, agent roles, extensions of your brand, and you can take full advantage of this Freshdesk really like your own, according to what you want or custom. . Get Portal customization, Customize agent roles, Custom ticket forms, Custom URLs, and Custom Apps on Freshdesk so that it will make your work easier.
8. Guaranteed data security
Freshdesk ensures enterprise-class security with comprehensive features and audits of network, systems and regulatory compliance to protect its products and platforms. At Freshdesk, data security is really maintained and Freshdesk is also committed to continuing to provide a customer service platform that is safe, reliable and trustworthy. Freshdesk has Custom SSL certificates, IP and Network restrictions, and Identity & access management to secure data so that it makes you comfortable to operate.
All Freshdesk features are proven to help you in dealing with problems related to customer service that you have been experiencing. Switch to Freshdesk and better manage your customer handling system. Have Freshdesk with EIKON Technology now, click the following link!
