Freshdesk is a multiple channel support tool, which acts as a single platform where all customer queries come in. The different support channels include - Email, Phone, Chat(from Garden Plan onwards), Social(Twitter and Facebook), Website(Portal and Feedback Widget) and E-commerce.
Each Freshdesk account can have an unlimited number of mailboxes, allowing you to access and manage all of your support emails in one place. Every ticket that comes into your helpdesk can be prioritized, categorized, and assigned automatically. Agents can collaborate on a particular issue using private notes (or, if you have the Freshdesk Mint experience, Team Huddle). They can also prevent multiple agents from replying to the same query, using agent collision detection.
Built-in Phone Channel
Freshdesk lets you set up a dedicated call center on the cloud instantly. Just purchase a phone number of your choice, get automatic call recording, converting calls to tickets, IVR support, call monitoring, call barging, call conferencing, call masking, agent transfers, and much more.
This also means that you can get to support your local hotline in multiple countries, and make or receive calls from pretty much anywhere in the world. And if your agents need their calls forwarded to their mobile, that works too.
Assist visitors on your website and support portal right when they need help. Freshdesk's integrated live chat solution lets you put a chat box anywhere you want to enable real-time conversations with customers. You can even start engaging with them proactively even before they say a word.
All of your chat conversations get archived automatically and can be converted into new tickets so that you don’t forget to follow up on a customer request.
Freshdesk’s integrated feedback widget lets you put your support ticket form in your website, application or anywhere your customers look for help. This way, your customers can raise tickets in your helpdesk easily and the smart suggestions that come with the feedback widget pop up relevant solution articles from your knowledge base solving their problem right away.
Start engaging with your customers on Facebook by bringing your knowledge base and forums to your Facebook fans with the Facebook Page tab. This way, your customers don't have to leave their favorite social network to get solutions to their issues and you can also keep track of your wall posts and direct messages, right from your helpdesk. You can even convert the posts on your brand page and your direct messages into tickets, automatically.
Stop searching Twitter manually, trying to keep up with mentions of your brand. Instead, configure Freshdesk to find all the tweets that are relevant to your business, and convert the right ones automatically into tickets for your team to work on. That way, you can make sure actual support requests go directly to your support team, while you still get to monitor important keywords, competitors, and trends without leaving your helpdesk.
Freshdesk helps you create a personalized support experience for your customers by setting up a portal that is in line with your business. Not only can you completely tailor the look and feel of the portal to make it look like a part of your website, but you can also enable single sign-on and provide seamless access to your portal.
Your support portal is readily integrated with your knowledge base and forums, so it's a one-stop destination for your customers to reach out for help, find answers or discuss ideas about your product with the community. It can even be optimized for search engines so that customers can find what they need from anywhere.