Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.
The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.
Freshdesk Features and Benefits
Some of the solution's top features and benefits include:
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Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.
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Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.
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Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.
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Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.
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Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.
With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.
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Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.
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Integration: Freshdesk’s open API can be used to integrate the solution with multiple third-party systems.
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Comprehensive security: Freshdesk’s security features allow you to:
- Set custom access permissions for agents.
- Perform comprehensive audits of networks and systems.
- Secure your own support domain or vanity URL with custom SSL certificates.
- Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
- Set up SSO scripts for credential authentication.
Reviews from Real Users
Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.
Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”
Vtiger CRM is a comprehensive tool that caters to businesses seeking to enhance customer engagement and streamline operations. It offers essential tools for effective contact management, sales automation, and collaboration.
Recognized for its ability to integrate all business processes on one platform, Vtiger CRM efficiently supports sales, marketing, and customer service teams by providing a robust set of features. Designed with scalability in mind, it caters to businesses of any size. Vtiger CRM focuses on increasing productivity while enhancing the customer journey, offering personalized communication and insights into customer interactions.
What are Vtiger CRM's key features?
- Contact Management: Enables efficient tracking of customer information and interactions in a centralized location.
- Sales Automation: Streamlines sales processes with tools for managing deals and leads automatically.
- Email Marketing: Facilitates the creation and management of targeted email campaigns.
- Customer Support: Provides ticketing tools to improve customer service delivery and response time.
- Analytics: Offers deep insights through detailed reports and dashboards for data-driven decisions.
What benefits or ROI should users expect?
- Increased Productivity: Automates routine tasks, allowing teams to focus on strategic goals.
- Enhanced Customer Insights: Provides greater visibility into customer preferences and behaviors.
- Improved Decision Making: Empowers users with data-driven insights for strategic planning.
- Scalability: Adapts to business growth without requiring significant changes or investments.
Vtiger CRM is effectively implemented across industries like healthcare, where it streamlines patient interaction management. In retail, it enhances personalized shopping experiences, while in finance, it ensures compliance and improves customer relations. Vtiger CRM's versatility allows it to be molded to fit industry-specific requirements.
