The rating of Freshdesk is 4.5 stars. The rating is based on ITQlick experts review
Freshdesk works great for small to medium enterprises that think they need to rely on a cloud-based solution for their customer support. From the time it was open commercially, Freshdesk has been able to grow its long list of satisfied customers. In fact, it has a client in almost every country. Among these are Goodreads, Hugo Boss, Pearson, Truecaller and Stanford, to name a few. If you notice, these brands are from various industries, which only shows how versatile Freshdesk is.
Every business needs customers for making a profit, implying that attracting, growing and retaining a robust customer base is a key necessity. These tasks are not easy and requires a dedicated team and the help of technology to systematically handle the same objectives. This could be in the form of a software solution that handles customer information through feedback and requests.
Freshdesk is easy to use, and offers affordable pricing and full featured packages. Its main features include a helpdesk ticketing system, time tracking, customer support and knowledge base. Through a user-friendly program, customer management is made easy and strategic by Freshdesk. The time saved allows you to focus on other aspects of your business that are equally important.
Key Features of Freshdesk:
Zendesk and Zoho Support are two of the main competitors for Freshdesk.
ZohoSupport is part of the Zoho application suite and addresses customer support needs of a business
with a cloud based solution. It incorporates workflow automation and can be easily customized to match
internal business process requirements. The product allows customers to contact on a variety of
channels including voice, chat, email & social media. There are also analytic tools to monitor service
performance with dashboards to view compliance with key support KPIs and metrics.
Freshdesk in comparison provides some additional features for customer support such as its “suggested
solutions” which recommends resolutions based on an analysis of similar service issues. The product
also supports service level agreements to define support metrics to be achieved, and this is incentivized
for support agents through its gamification feature where they can compete to be rewarded for best
support rendered on various performance metrics.
Zendesk on the other hand includes a knowledge base integrated with self service portals that
customers can use to solve commonly faces problems and thereby improve resolution times.
Additionally the product supports a community forum where discussions, posts and queries can be
addressed in collaborative framework. There is also an App library where additional tools can be
integrated to enhance the Zendesk product.
Freshdesk while providing similar features also includes an “Observer” option to automatically trigger
events on tickets based on configured rules. In addition the product can integrate customer support in
different countries in one platform, as well as include multiple languages as needed.
Freshdesk is priced per support agent per month, and has 5 different plans:
25 questions to ask the vendor on Freshdesk demo
| Company: | FRESHDESK INC. |
|---|---|
| Address: | Los Angeles, CA |
| Website: | Freshdesk |
| Customers: | Small business, Medium business, Large business |
| Business Area: | Cross Business Areas |
| Platforms: | Desktop, Mobile, Cloud |
| Operating Systems: | Mac OS, Windows, Linux |
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