FreshDesk.com Review

Editor’s Rating: 4.7/5
reviewed May 21, 2015

FreshDesk.com is a cloud based customer support platform that aims to help businesses streamline their customer support services. FreshDesk.com can save businesses, support agents and customers all countless hours of time.

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The customer is the most important part of any business. Successful companies keep their clients satisfied by answering questions or resolving issues quickly and efficiently.

FreshDesk.com is committed to helping businesses deliver superior customer service to clients across the globe. By using the support services provided by FreshDesk.com, companies can streamline their customer support department and build positive customer relations.

Freshdesk.com - Online customer support software and helpdesk solution

About FreshDesk.com

FreshDesk.com is a cloud based customer support platform that was founded in 2010 and is headquartered in California. The company offers a convenient, intuitive and secure service to 40,000 businesses in countries around the world. FreshDesk.com caters to companies of all sizes and seamlessly scales with a business as it grows.

Companies that use FreshDesk.com for their support needs receive access to a variety of services that streamline the customer experience, making sure that each client walks away completely satisfied. Every conversation that a customer starts is logged into a ticket. Tickets can be easily tracked, prioritized and assigned to a support agent to ensure that no client is accidentally ignored. FreshDesk.com users are able to choose from five different membership plans, including:

The Sprout Plan

$0

Price: $0/agent/month for up to 3 agents and $15/agent/month for additional personnel

The Sprout plan offers basic email and phone support and allows members to set up a knowledge base for their customers.

The Blossom Plan

$16

Price: $16/agent/month billed annually or $19 month-to-month

Blossom team members are able to enjoy game mechanics while resolving tickets. Users also receive access to social support channels and can set up community forums.

The Garden Plan

$25

Price: $25/agent/month billed annually or $29 month-to-month

Members that subscribe to the Garden Plan are able to offer their customers live chat support and can manage regional offices in various countries by taking advantage of FreshDesk’s global support capabilities.

The Estate Plan

$40

Price: $40/agent/month billed annually or $49 month-to-month

Estate members can analyze their helpdesk and support team using enterprise reports, customize their support portals to match their website’s theme, and create custom agent roles.

The Forest Plan

$70

Price: $70/agent/month billed annually or $79 month-to-month

The Forest Plan comes with IP Whitelisting capabilities and allows members to route communications with customers through their own email servers.

 

The Best Features of FreshDesk.com

Before a business subscribes to a monthly or annual membership with FreshDesk.com, their customer support department can try out the website’s services free of charge by taking advantage of a 30-day trial. This free trial comes with no strings attached and does not require any customer credit card information. This way, if a FreshDesk user forgets to cancel his or her free trial, no automatic billing will take place.

Freshdesk.com - Online customer support software and helpdesk solution

The FreshDesk.com smart ticketing system helps business to communicate with customers to quickly solve issues. Multi channel support allows companies to access and manage all support emails in one convenient location. Shared inboxes allow customer support teams to collaborate and resolve issues as efficiently as possible.

The FreshDesk smart ticketing system helps members to keep track of all customer conversations and avoid overlooking any emails. Just a single missed message can upset an important client. The automatic ticket dispatch system is able to effortlessly categorize, prioritize and assign all tickets to support team members. This system ensures that multiple agents don’t accidentally respond to the same query, saving businesses both time and money. Agents are better able to focus on the needs of their assigned customers.

Freshdesk.com - Online customer support software and helpdesk solution

Businesses that use FreshDesk.com are able to offer customers a variety of ways to connect with a representative and open a ticket. Along with email messaging, customers can receive help in real time through live chat support or the Freshfone integrated phone support service. In both of these cases, customer complaints can be automatically translated into tickets.

To help customers quickly and easily resolve issues by themselves, businesses with a FreshDesk.com membership are able to set up self-help pages. Companies can set up a Knowledge Base containing tutorials, technical documentation or answers to frequently asked questions. Members can also create a community forum for their business where customers can share knowledge and advice with each other.

Freshdesk.com - Online customer support software and helpdesk solution

FreshDesk.com strives to help businesses deliver superior customer support, and a large part of this is a having a happy and motivated support staff. FreshDesk utilizes game mechanics to help keep support team members enthusiastic and entertained in the workplace. The website has designed games that promote friendly competition and increase employee productivity. Agents are awarded points for each ticket that they resolve, which can earn support staff members trophies such as:

  • Speed Racer: For the agent that resolves issues most quickly.
  • Most Valuable Player: For the team member that earns the most points in a month.
  • Customer Wow Championship: For the representative that collects the most smiles, or positive customer ratings.
  • Sharp Shooter: For the agent that resolves an issue with just a single reply.

Businesses can directly collect customer feedback with the resolution of each ticket through short surveys. This helps a company to measure and track important customer support metrics. Performance reports can quickly help a business to understand how the support team is performing, see which staff members need additional coaching, and learn how to improve future service.

Freshdesk.com - Online customer support software and helpdesk solution
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Criticism of FreshDesk.com

FreshDesk.com makes it easy for businesses to manage their customer support services. Unfortunately, the FreshDesk.com system occasionally crashes for short periods of time. This means that FreshDesk members are unable to communicate effectively with their customers until the website is back up and running properly. These instances are rare, but can still be frustrating to both businesses and their customers.

FreshDesk.com Customer Support

The FreshDesk.com customer support department can be reached by phone at +1 (866) 832-3090 or via email at support@freshdesk.com. Members can also get help in real time by using the website’s live chat feature.

Freshdesk.com - Online customer support software and helpdesk solution

Frequently Asked Questions

Freshdesk.com - Online customer support software and helpdesk solution

Pros of FreshDesk.com

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  • Free 30-day trial membership
  • Multi-channel support
  • Smart ticketing system
  • Email, phone and live chat support capabilities
  • Knowledge Bases and community forums
  • Game mechanics
  • thumbs down
  • Performance reporting

Cons of FreshDesk.com

  • System occasionally goes down

 

Why Should I Use FreshDesk.com?

Freshdesk.com - Online customer support software and helpdesk solution

FreshDesk.com is a cloud based customer support platform that aims to help businesses streamline their customer support services. FreshDesk.com can save businesses, support agents and customers all countless hours of time. The website offers a variety of plans that cater to the needs of any company, from small start-ups to large corporations. FreshDesk.com helps members to keep their customers happy, which is the key to any successful business.

Customers can open a ticket via email, or quickly reach a representative through live chat or phone. The hassle-free FreshDesk.com smart ticketing system automates the process of categorizing, prioritizing and assigning tickets to prevent any customer complaints from being overlooked and so that multiple agents don’t waste time by tackling the same ticket.

FreshDesk.com helps businesses all over the world to deliver superior support services to clients. Companies can easily connect with their customers to build positive relations. FreshDesk.com works with businesses to ensure that every customer walks away completely satisfied with their experience.

Freshdesk.com - Online customer support software and helpdesk solution
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