Freshdesk is a special cloud-based software designed to facilitate and improve customer support. Its excellent and cost-effective features are quite popular among online enterprises for enhancing the customers' self-service and their support teams' overall productivity.
Freshdesk creates a seamless and instant support service across multiple communication channels, including messaging systems, chats, e-mail, phone calls, social networks, and AI bots, uniting them all on one platform. It automatically distributes assignments among your team members to ensure an optimal workload for each of them, enhancing the teamwork and customer experience at the same time.
Freshdesk helps your team keep track of and process the tickets more effectively, saving a lot of time and reducing the amount of repetitive work. It also helps your customers practice a more efficient self-service via the support route they find most convenient and redirects them to the most appropriate agents when they need live help.
This feature creates one comprehensive knowledge base with integrated forums to: Help your customers find answers to their questions without queueing for your support, and Facilitate your support team's productive work by freeing them from monotonous tasks so that they can concentrate on challenging and outstanding issues
Freshdesk customer portal enables your team to organize content, customize its presentation, and make it more user-friendly. And it allows updating the knowledge base by adding previous issues and responses to it.
In addition, it makes the knowledge base available across multiple communication channels in numerous languages. And it also unifies the users' collective self-service in the forums where they can post their questions for others to answer, helping each other and reducing the amount of unnecessary workload for your team.
Freshdesk automates and streamlines your agents' operations, making your support and the customers' self-service more convenient and efficient in the end. It does that by performing the following functions:
- Automatically allocating the tickets, according to which agent is most suitable to handle the issue and which communication channel the customer uses to seek help
- Assessing each agent's current workload to ensure the most prompt and attentive response
- Applying artificial intelligence to analyze the customer's previous concerns and current issues to redirect him to the relevant fields of the knowledge base
- Employing the bots to handle repetitive and more simple issues in a split second and free your agents to concentrate on more serious and complicated ones instead
- Continuously monitoring the pending tickets, updating the unfinished business, removing all the redundant tasks, and maintaining proper customer relationship management in the process
This feature customizes the reports and presents them in a user-friendly manner to facilitate your team's decision-making activities. It uses advanced metrics, charts, and other tools to improve your agents' dashboards and enhance their collaboration with your admins. This way, it will help you:
- Assess customer satisfaction
- Enhance your customer support and monitor its overall productivity
- Optimize the individual workload for your team members
- Process the tickets more efficiently
Breezy Themes helps make your customers' self-service more convenient and efficient by creating and customizing themes for the Freshdesk support portal.
These themes complement Freshdesk by including some designs and functions that are not part of its standard features. And they are perfectly responsive to all sorts of monitors, from large desktop screens to the tiniest mobile devices.