Knowing your customers with FreshDesk
Talking with your customers can be a full time job. Keeping track of various aspects of customer service might demand a lot of time. If you have struggled with managing a help desk, then Freshdesk brings a new approach, a new world of customer service in the age of full email inboxes, online reviews, and social media.
Toshiba, Enterprise Rent-A-Car, and Goodreads uses Freshdesk, so you can be assured of a quality way to manage questions and complaints. Freshdesk has even created a way to keep your agents in the moment through a video game style point system at the “Estate” level of service.
Freshdesk is a scalable solution
You have to love a free level of service that is as comprehensive as the basic plan Freshdesk offers its small business customers. Any small business could start at the free “Sprout” level and greatly improve their customer service experience for both agents and customers.
Incredible Features of Freshdesk customer Hekp Desk
All in one
Email, social, phone, chat and in-app support all in one interface
Get information about customers via integrations and a built-in customer database
Auto-suggests solutions from earlier tickets and your solutions center
iOS and Android
iOS and Android app to answer tickets on the go
With the ticketing Feature you can control:
- Know who else is working on your ticket with agent collision detection
- Use private notes for internal communication
- Send well-formatted replies using the rich text editor
- See your ticket’s status and when it is due
- Get contextual customer information from right inside your tickets
- View and manage ticket properties with just a few clicks
Increase your team’s engagement and productivity
No matter how much your support reps love helping customers, doing the same things again and again can get boring quickly. Freshdesk customer help desk adds excitement and competition to your agents’ jobs by bringing in game mechanics to your help desk. With the Freshdesk Arcade, every ticket becomes a chance to score more points as your agents compete with the rest of the team to win trophies and badges. Your employees get to have fun helping customers, your help desk becomes more productive, and your customers get serviced by happy reps. Everybody wins.
Create a self-service experience that supports your brand
- With Freshdesk, you can help your customers get instant answers by creating a knowledge base that is available whenever they need it. Share your technical documentation, product tutorials, answers to frequently asked questions, and other tips in a single convenient place.
- Comunity Forums
- Enable your customers to help each other by providing a forum for them to communicate with each other to ask questions, share ideas, and learn from each other.
- Easily customize the look, feel and functionality of your portal
- Colors and fonts
Scale your support across multiple products, languages and timezones
- Freshdesk enables you to easily support an unlimited number of products from a single help desk
- Support in 26 languages
- Support across time-zones
- Multiple business hours
- Freshdesk helps you set up multiple SLA policies, and helps you meet your deadlines for every ticket.
- Global infrastructure and geographically distributed content delivery networks for high performance and flexibility for teams of all sizes.
- SSL encrypted servers with 99.9% availability, redundant backups and DDoS mitigation to take care of your data.
- Anytime, anywhere access so that your team isn’t tied to their desk. IP whitelisting for private helpdesks, to be used with corporate offices
- Completely managed servers with automatic free software upgrades, maintenance and bug fixes every week.
Measure and track performance using reports
Integrate satisfaction surveys into your support conversations and measure how happy your customers are with your support. Freshdesk customer help desk helps you collect feedback directly from your requesters with every ticket you resolve and ties the feedback to your agents’ performance. You can choose to send the survey out when you want, and even send escalation emails to supervisors when somebody receives a bad rating.
Freshdesk customer help desk includes out-of-the-box integrations with many popular business applications like CRM systems, invoicing tools, and eCommerce solutions, among others. So, if you want to connect your help desk with another app your team is using, all you have to do is check our list. The integration is probably on it already.
Freshdesk is also the only helpdesk that is tightly integrated with Google Apps including Analytics, Contacts, Calendar, Hangouts, Drive, and Gmail. These integrations enable a slew of additional capabilities including the ability to schedule customer calls, attach large files to tickets, and much more
Premium Service Package for additional support on Freshdesk
The package consists of access to specialized technicians to work any additional requests of support that is not included in the current continuous software support. This support complements Freshdesk standard support with version upgrades, configuration, advice, implementations and knowledge transfer.
Our certified staff provides basic configurations tailored to our customers at the time of its deployment in its final location, also including with the basic configurations to adapt the tool to the use of each client.
Our certified staff can help to configure and adapt the tool to the specific use of each client, in order to obtain the best performance from your tool.
We offer customization services, adapting the functionality and appearance of our products to the individual specifications of each installation.
The customer has up to a maximum number of support hours available for one year which can be consumed at least in blocks of 1 hour per request, until the total amount of hours purchased are consumed. We have available additional Premium Support Packages for 24, 40, and 80 hours.
Since 2004 GB Advisors has specialized in the development of integral technical solutions to solve business problems. We are an International Authorized Partner and Re-Seller for Freshdesk in the American Continent. We currently serve customers in all countries of North America, Central America, south america, Latin America and the Caribbean. Countries like the USA, Mexico, Canada, Costa Rica, El Salvador, Guatemala, Honduras, Nicaragua, Panama, Argentina, Brasil, Bolivia, Chile, Colombia, Ecuador, Guyana, Paraguay, Peru, Suriname, Uruguay, Venezuela, Caribbean, Bahamas, Barbados, Bermuda, Cayman Island, Curacao, Dominican Republic, Jamaica, St. Lucia, St. Marteen, St. Kitts, Trinidad and Tobago, Turks & Caicos, Haiti and Puerto Rico.