This platform simplifies all processes behind your daily operations, such as answering customer conversations, automating tedious work and collaborating with team members.
Not only can you communicate well with your audience but you can automate workflows, manage SLAs, generate data-driven reports and benefit from self-service options.
Freshdesk: A Comprehensive Customer Support Solution
Freshdesk, developed by Freshworks, is a cloud-based customer support software that empowers businesses to deliver efficient and effective customer service. Some of Freshdesk’s key features include multi-channel support, automation, reporting, and of course, a robust knowledge base.
Freshdesk is suitable for businesses and industries of all sizes. Freelancers, small to mid-sized businesses and large enterprises can also make use of this platform to resolve any issues across multiple channels effectively and efficiently.
With Freshdesk, support is made more automatic and simple. You’re assisted by an Answer Bot that delivers the best and most accurate answers to customer inquiries.
You also get to benefit from stronger collaboration features, which allow you to invite business partners, agents and colleagues into the platform.
This makes it easier to solve tickets and conduct discussions. Lastly, since Freshdesk is hosted on AWS, you benefit from an enterprise-grade foundation that follows robust standards and security frameworks.
Deep Dive into Freshdesk Knowledge Base Feature
Freshdesk Knowledge Base feature is a self-service portal where customers can find solutions to common issues, learn about product features, and access help documentation. It differs from other solutions by offering customization options, advanced analytics, and seamless integrations with the Freshdesk support system.
Freshdesk Knowledge Base is a powerful feature that enables businesses to create and manage a centralized repository of information to support their customers. Here are some key aspects and benefits of Freshdesk Knowledge Base feature:
Ticketing
Features such as Team Inbox, SLA management, agent collision detection, canned responses, custom ticket status and scenario automation make it easier to categorize, prioritize and assign tickets.
As you have a simplified view of your tickets in the dashboard, you can manage your conversations efficiently while performing several actions behind your tickets.
Automation
Automation ensures less time is spent on doing manual and repetitive tasks. The features found under this category are intelligent ticket assignment, time-triggered automation, event-triggered automation, automatic email notification and ticket dispatch.
You can now focus more on resolving customer issues and improving your performance.
Reporting and analytics
These features assist you in measuring and improving efficiency. You get to use the following tools: customer satisfaction ratings, help desk reports, dashboards and schedule reports to easily identify problems based on existing metrics and improve the way they’re addressed.
Collaboration
With collaboration features, it becomes easier to resolve issues together. You get to benefit from team huddle, shared ownership, parent-child ticketing and linked tickets.
Because of these tools, you and your team can quickly and efficiently solve customer issues.
Security
Top security features such as IP and Network restrictions, custom SSL certificates and identity and access management all come together to ensure a secure and reliable help desk.
They are designed to secure your domain and restrict any outside access. You can also expect comprehensive audits of networks and regulatory compliance options to work with.
Freshdesk Benefits
Freshdesk provides its users with many benefits that assist with answering customer queries, collaborating with team members and automating processes.
These include:
Centralized solution
Freshdesk offers users and businesses a single, centralized solution to address their customer needs. This central hub contains everything needed to handle your customer support operations and more.
Easy-to-use platform
Freshdesk comes with powerful ticketing features, an easy-to-navigate interface and tools to gather qualitative insights and improve your performance.
The ease-of-use of the platform allows teams to become accustomed to the platform quicker and achieve results sooner.
Encourages growth and scale
Freshdesk is AI-driven, supportive of Omni-channels and designed to be completely driven towards helping your business grow and scale with the solution.
Global customer support
With multi-channel tools and global customer support, you get to experience a simplified ticketing management solution and intelligent automation features.
The global customer support team helps answer any questions you may have about the solution.
Integration with Support Channels
Freshdesk seamlessly integrates the Knowledge Base with other support channels, such as ticketing systems and live chat. This integration enables support agents to easily reference and share knowledge base articles during customer interactions, improving response times and providing consistent and accurate information.
Multilingual Support
For businesses catering to a global customer base, Freshdesk Knowledge Base offers multilingual support. Articles can be translated into different languages, providing localized self-service options for customers worldwide.
Freshdesk Pricing
Freshdesk’s pricing plans are labeled uniquely to elaborate on how each package suits different industries.
Each of them offers an affordable omnichannel help desk, which ensures the ability to reach out to your customers through social media outlets, phone, email and chat.
These packages differ from the level of functionality they offer and the range of features they have highlighted. They also come in monthly or yearly prices.
Before you decide which one you’ll subscribe to, you can request a demo or try out their free versions. You can even try out their best-valued plan, Estate, for 14 days.
No credit card information is required
Conclusion
At the end of the day, if you’re looking for a simplified but powerful cloud-hosted help desk software solution, then consider Freshdesk as one of your top choices.
Since it’s designed for powerful ticketing, maximized collaboration and qualitative insights, Freshdesk is a valuable asset.
You can expect reduced customer frustrations, thanks to the solution’s quick ticket updates and instant notifications, and deliver quality customer support to your audience.
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