Freshdesk Software Review: Overview – Features – Pricing

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Overview Presentation

Freshdesk is a cloud-based customer support software and helpdesk solution. It is a platform with a comprehensive set of tools and features to help businesses support all the needs of their customers. Companies around the world use it to deliver exceptional customer service and experience. They are able to streamline their processes and provide multi-channel support. The software also helps customer agents become more productive through automations and game mechanics.

Features, Benefits, Product Strengths

  • Ticketing, Knowledge Base, Community ForumsFreshdesk has a powerful ticketing system that provides agents with various tools and information. The system gives them important status, contextual info, private notes, and more. They can also easily send formatted replies, view and manage tickets with just a few clicks. Other features include team inbox, SLAs, canned responses, bulk actions, scenario automations and more. For self-service experience, the system allows users to create knowledge base or provide community forums. They can customize the look, feel and functionality of their portal. It can include rich text format, CSS, HTML, Javascript and animated GIFs.
  • Multi-channel, Multi-product, Multi-lingual Support – Each account can have unlimited number of mailboxes, enabling agents to support all emails in one place. It also has a built-in phone channel, allowing users to instantly set up a dedicated call center on the cloud. It supports live chat, feedback widget, Facebook and Twitter channels. It can support an unlimited number of products where tickets flow into one helpdesk and get categorized into different agents or teams. The helpdesk can have multiple SLA policies, support different time zones in multiple business hours. The system allows users to support customers in over 30 languages. It allows integration with services such as Transifex, Localize and Google Translate, among others.
  • Automations, Gamifications, Mobile, Integrated Apps, and more – Freshdesk helps customer agents be more productive with powerful automations. For example, it has features such as automatic ticket dispatch, ability to handle repetitive routines, tasks, and trigger time-based actions. Users can also set up rules based on events, and trigger corresponding actions. Gamification adds excitement and competition among agents, allowing them to have fun, be more productive while helping customers. Native mobile apps are available for the Android and iOS platforms. An In-App support is also available while using the mobile app for answering questions and resolving issues. Moreover, users can extend their support capabilities with integrations to popular apps such as Google Apps, CRM systems, invoicing tools, e-commerce applications, and more.

Pricing

Freshdesk offers a freemium pricing plan with different configurations to fit different company requirements and sizes. The free Sprout plan includes up to 3 agents and email support channel, standard phone channel and knowledge base features. Higher plans include more advanced features. 24×7 email support and 24×5 phone support is included in all plans. A 30-day free trial period is also available, where users start on the Estate plan.

Social Network Presence

Target Market

Freshdesk is for businesses and companies of all sizes across industries. It is for organizations that need to engage and support their customers for products and/or services offered.

Supported Languages

Supports more than 30 languages such as English, German, Dutch, French, Italian, Portuguese, Brazilian Portuguese, Spanish, Danish, Finnish, Swedish, Polish, Czech, Chinese, Japanese, and more. Integrates with translation services also such as Google Translate and others.

Some of their Clients

Clients include Avast, Bridgestone, Honda, Macmillan, Dandelion Chocolate, Cisco, Hugo Boss, Pearson, Sony Pictures, Goodreads, Petronas and Unicef.

Testimonials

Alec Farquharson stated that Freshdesk is simple to set up. It has great email messaging and self-service portals. Compared to other solutions, it is the best value for money.

Zuzana Bednarikova stated that the software helps them keep track of all customer emails, tweets and Facebook comments. Also, the Freshdesk support team is helpful, professional and listens to their feedback.

Why Freshdesk

Freshdesk is a complete solution for companies to support their customers. It has powerful and usable features. It is affordable, scalable, integrates with other apps and designed to help support agents be more productive and helpful to customers.

Company Info

Freshdesk, Inc. is a privately held information technology and services company with headquarters in San Bruno, CA, USA. It also has offices in Chennai, India; London, UK; Sydney, Australia; and Berlin, Germany. It was founded by Girish Mathrubootham, CEO, and Shan Krishnasamy, CTO in 2010. Less than a year since its public launch, it won the Microsoft Bizspark Startup Challenge. After several rounds of funding and 7 acquisitions, it is now servicing 80,000 customers worldwide.

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Jose Maria Delos Santos

Jose Maria Delos Santos

Jose is a subject matter expert and member of the writing team for Project-Management.com. He has written hundreds of articles including project management software reviews, books reviews, training site reviews, and general articles related to the project management industry.

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