In search of helpdesk software, of course we came across Freshdesk and think that we may have stumbled upon the best and most cost effective customer service SaaS.
Freshdesk utilises omnichannel and self-service widgets to ensure improved customer satisfaction through efficient communication between business and customer.
We found it to be one of the best helpdesk tools where employees can prioritise and categorise tickets, and at the same time, they can also automate repetitive tasks. As a result, this tool ensures a seamless workflow while increasing overall productivity.
In this Freshdesk review, we will move through a number of Freshdesk features to give a balanced overview as to whether you should jump in…
Freshdesk features
Freshdesk contains various features to help customer support reps provide better customer support:
Ticketing
With Freshdesk, you can now effortlessly assign, prioritise, and categorise tickets and conversations. Based on location or other categories, you can assign them to different agents or groups. And that’s not all…
You can even divide tickets with multiple tasks into sub-tickets, and then assign them to two or more people. Likewise, you can merge tickets as well.
With features like deadlines and rules, users can decide when they need to resolve each ticket. Freshdesk also allows you to set pre-formatted replies to save time while settling common issues. Additionally, users can easily access their tasks via mobile and desktop applications and track ticket-statuses.
Team collaboration
As mentioned above, Freshdesk allows you to split or merge tickets according to your needs. Thus, you can also assign distinct parts of the tickets to various employees.
Similarly, multiple users can share tickets and track the progress as well. With this feature, employees can respond to issues according to their expertise and ensure efficient solutions. We love this feature.Â
Freshdesk also contains a scheduling dashboard to track the workload with ease. You can drag, drop, and assign tasks to various employees and field technicians. As a result, you can avoid agent-collision as well.Â
Automated tasks
Freshdesk allows you to automate several tasks conveniently to save time. Thus, you can assign tasks to groups or agents automatically, based on specific keywords or properties. The feature also considers the skills and current workload before doing the same. Users can receive automated notifications via email for task updates. Furthermore, with Omni-route, you can auto-assign agents to tasks via email, chats, or calls.
Self-service widgets
Freshdesk includes a help-widget that provides solutions to customers, including automated replies. Moreover, with Freddy AI, users will receive suggestions for solutions as well. Lastly, the software involves a feedback mechanism to analyze customer satisfaction.Â
Reports and analytics
Freshdesk provides various reports and analytics to users. Users can also customise these reports and schedule them to receive these via email. This feature helps to track the overall performance and customer satisfaction.
Freshdesk pricing
Pricing ranges from of $15 to $109 per month per agent, billed annually. After a free trial, users can upgrade, change, or cancel their plan at any time:
Freshdesk Review: Is the software worth the price?
As this Freshdesk review shows, the software consists of various beneficial features, at a cost-effective subscription. Furthermore, the software ensures high data security while providing support across channels, including email, phone, Facebook, WhatsApp, and more.
Of course there is a free trial so I highly recommend jumping in and reviewing these for yourself.
Freshdesk’s SaaS Marketing…
Freshdesk have taken a super interesting strategy with regards to growth. They first built one product (Freshdesk) and then once it reached a significnat size they built other products and crosssold them to the same audience.
Now obviously all new Freshworks products integrate tightly with each other, giving an incentive for businesses to use all of them.
SaaS Marketer Rating:
- Ease of use: 4.5/5
- Quality of marketing: 3.5/5
- Value for money: 4/5