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, 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.
Freshcaller 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.
Give your visitors and customers the experience of modern messaging they are used to. Engage with them on your website, support portal, mobile, or in-app using the Freshchat messenger. Send proactive campaigns that supports, onboards, and retains them. Assign conversations, respond to them, and convert them into tickets from your Freshdesk account.
Freshdesk’s integrated feedback form lets you embed a form on your website or product. When your customers submit a question using the form, it gets created as a ticket in your Freshdesk account.
The help widget is a modern experience for your customers to read solution articles and raise support tickets right where they are on your website/product. The help widget can be customized to match the look and feel of your brand. You can also optimize the help widget for ticket deflection by showing the contact form only when a solution article isn't helpful. With the help widget, your customers can quickly read your solution articles and get help and your team can focus on the problems that need some handholding.
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.