- author: Pavel Aramyan
Freshdesk is an award-winning, cloud-based software solution designed to streamline task and sales management aspects within the customer support sphere. In 2017, the company achieved FinancesOnline Best Help Desk Software Award as well as the Supreme Software Award, and became one of the finest tools in the help desks category on the market. The software is equally suitable for small, medium, and large businesses.
Plans & Pricing
The company offers 5 pricing plans to fit organizations of any size. The hierarchy is designed in a way to include all the features of the previous plan in the next one. There is also a discount involved for all plans if you choose annual billing.
Free for 21 days, Sprout represents the free trial and includes all the features to give you an idea on how well it will fit your team.
$19 per user/month (annually, $25/user month-to-month). Designed for small businesses, the Blossom plan offers advanced social media support, access to satisfaction surveys, and custom domain mapping.
$35 per user/month (annually, $44/user month-to-month). Well-suited for medium sized/fast growing teams, the Garden plan includes multilingual support, setting up community forums, and CSS customization.
$49 per user/month (annually, $59/user month-to-month). Best suited for large companies, the Estate plan allows users to manage tasks and tickets for multiple products via the same portal, prevent user collision (multiple team members working with the same customer at the same time) and access enterprise reports.
$89 per user/month (annually, $99/user month-to-month). Forest plan is designed for very large enterprises that need a private space to store customer data and aim to maximize their service quality by assigning tickets to team members based on individual skill(s). Overall, the software looks a bit costly when compared to similar products on the market, unless you decide to bill annually.
Features and Functionality
Freshdesk offers highly intuitive features that support one another nicely, allowing team members to maximize efficiency, productivity, and customer satisfaction. While the software doesn’t offer any unique or special features that can’t be found elsewhere, the attention to detail and focus on convenience are adequate. From a project management standpoint, the tool offers tones of customization to easily adapt Freshdesk to your processes, automation to save time on routine tasks and events that occur repeatedly, and in-depth reporting to analyze your efforts.
Given all of the above there are a few caveats, mainly related to additional costs, to be aware of. For instance, the tool enables your team to gather all customer interactions (email, chat, phone call, etc.) in one place, and respond to customers using their preferred channel. However, to access the phone and chat interaction options, you’ll need to purchase and integrate Freshcaller and Freshchat solutions. In short, the tool can be highly convenient if you’re making the most out of it, but the convenience comes at a (fairly high) price. Here are the most noteworthy features:
Freshdesk gives you the option to convert all incoming customer interactions including emails, calls, feedback, etc. into tickets, making it easier to categorize and distribute them across the team. Much like project management tasks, this helps eliminate confusion regarding who should be working with which customer, while providing all the contextual information that you need to provide high quality, personalized service. The tickets are highly customizable in terms of priorities, dates, the amount of people working on the same ticket at any given time, etc.
Multichannel support and team collaboration
Freshdesk allows teams to connect with customers via every channel available including email, phone, live chat, social media, website, etc. All the information is gathered and stored in one ticket/customer profile and can be easily accessed anytime to understand the full context of the issue at hand. Also, each team member can see how many people are working with a given ticket at a given time, which helps prevent confusion. For resolving complex issues, the tool allows users to bring together multiple team members via a shared chat so that each person can assist the customer with his unique set of skills. To make matters even easier, you can split a ticket into smaller tasks and assign different people to take care of them. In this case, the ticket counts as resolved only when the small tasks are done, making sure you’ll never miss any important details.
The Knowledge portal allows you to create a series of articles that are aimed to educate your customers. These articles can be accessed from your unique portal domain. The great thing about this feature is that you can assign articles to specific tickets in an attempt to answer questions and provide information to customers ahead of time. For instance, in case of website support, you can place a custom ticket template regarding a given issue and attach relevant article(s) that provide solutions to the matter.
The tool offers very handy automation techniques regarding categorization, prioritization, and addressing common/repetitive issues. For instance, you can configure each ticket to be automatically categorized and assigned to a given team member based on predefined criteria like source (social media, email, etc.), priority, type (question, issue, accident, refund, etc.). When there is a high number of requests streaming in, the system can be set to automatically distribute tasks among all team members evenly, making sure everyone is sharing the workload. Furthermore, it can be configured to take into account break-times, and readjust accordingly. Creating automated follow-up messages ensures that you won’t leave a customer unattended and allows you to focus on more pressing matters. Finally, you can configure the tool to help you instantly react to certain events. For instance, when a customer expresses dissatisfaction, the tool will automatically alert one of your high-ranking team members/managers to contact the person and resolve the issue immediately.
Ease of Use
The fully customizable dashboard allows team members to instantly identify any urgent tasks and get to work immediately. The tool is fairly easy to navigate and handle once you get used it. With the amount of detail in all features and the level of automation available, it will take some time before you can start making the most out of the product.
Applications and Integrations
Freshdesk offers highly intuitive features that support one another nicely, allowing team members to maximize efficiency, productivity, and customer satisfaction. While the software doesn’t offer any unique or special features that can’t be found elsewhere, the attention to detail and focus on convenience are adequate. From a project management standpoint, the tool offers tones of customizability to easily adapt Freshdesk to your processes, automation to save time on routine tasks and events that occur repeatedly, and in-depth reporting to analyze your efforts.
Given all of the above there are a few caveats, mainly related to additional costs, to be aware of. For instance, the tool enables your team to gather all customer interactions (email, chat, phone call, etc.) in one place, and respond to customers using their preferred channel. However, to access the phone and chat interaction options, you’ll need to purchase and integrate Freshcaller and Freshchat solutions. In short, the tool can be highly convenient if you’re making the most out of it, but the convenience comes at a (fairly high) price.
Pros & Cons
- Highly customizable features
- The ability to gather and sort all incoming customer data accordingly, from all channels
- Very handy workflow automation options
- A steep learning curve
- Costly if you want to maximize the value you’re getting from the tool
In terms of customer support, Freshdesk is always on top of its game. The support is highly responsive. It takes, on average, a couple of hours to respond to any request regardless of channel or package, by a professional and qualified representative. Freshdesk offers 24/5 support by phone, live chat, email, and ticketing. There are also video tutorials, an FAQ section, and community forum, and blog available to assist users.
24/7 Help & SupportThere is 24/5 support available by virtually any channel – email, phone, live chat and ticketing service.
Phone SupportPhone support is available if you need to reach customer service.
Live Online ChatLive chat is available if you need to get a quick question answered.
Video TutorialsThere are video tutorials available.
FAQThere is a highly detailed and comprehensive FAQ section that answers questions ranging from everyday use of the product to security, advanced usage and implementations.
Community ForumThere is an active community forum
BlogThe blog features a range of topics like improving customer engagement and satisfaction, using the product to maximum effect, marketing, sales and support alignment, etc.
Overall, Freshdesk is one of the best customer care software solutions available on the market. Routine task and workflow automation options, being able to manage all tasks from a single hub and contact customers via any channel using the same tool make the whole process highly convenient, efficient and productive. From a project management standpoint, sales-oriented teams can effectively utilize Freshdesk to eliminate confusion, always be up-to-date with any customer case and minimize the amount of lost opportunities. However, all of that convenience comes at a fairly high price. While the product is designed to suit companies of any size, small and medium companies may struggle with the costs, especially if they decide to integrate Freshchat and Freshcaller. One more thing: if you’re planning to use Freshdesk solely for task management purposes without the involvement of customer support at any point, you should consider an alternative tool. It’s simply not worth the cost without the customer care aspect.