Overview Presentation
Freshdesk is a helpdesk solution that really stands out from others, thanks to its a couple of unusual key features. It may sound cliché, but Freshdesk really brings something fresh in the helpdesk system industry.
Social Helpdesk
Freshdesk isn’t like any other helpdesk system on the market. First of all, it sells itself as a “Social Helpdesk”. That’s still pretty rare, even though we live in a world where social media is all over the place. This feature is not just “cool” or trendy, it’s actually very convenient, from a customer and support agent standpoint. In a nutshell, Freshdesk allows Twitter mentions, direct messages and Facebook wall posts and comments to be converted into tickets. Since virtually every Internet user has either a Facebook or a Twitter account (many have both), a company can easily have their customers send trouble tickets right from their Facebook or Twitter account. On the other hand, support agents can easily handle those tickets and have replies posted to Facebook or Twitter, without hassles or third-party social media posting service involved.
Knowledge Base
Many helpdesk systems include a knowledge base. However, in several solutions, this feature tends to be clunky, overkill, too complex or too basic, and usually requires a real knowledge base system to get the job done. Freshdesk isn’t that kind of helpdesk solution. Freshdesk’s knowledge base feature works like a charm. Maintenance can be performed on-the-go by agents without hassles, and content can be searched easily from both the agent’s and customer’s side. Business-wise, a support department with a wealthy knowledge base usually receives less customer requests. Freshdesk can dramatically help your organization in that regard.
Community Engagement
Besides a powerful knowledge base system, Freshdesk offers nice, customer-oriented forums. Their forums are great to start conversations with customers, be it for upcoming features or announcements regarding your products. You can also use forums to manage your roadmap based on customer ideas, feedback and comments. With topics statuses like “Planned” and the ability to like other customers’ ideas, Freshdesk offers a great way to empower community engagement by putting the customer in the front seat.
Pricing
Pricing is per user (ranges from $9 to $25 per month, per user). For small teams, it’s rather affordable. For larger teams however, depending on your budget, it may become expensive at some point.
What else
Freshdesk integrates with Google Apps. Hence, you can easily login using your Google account. For international customers, Freshdesk is available in 11 languages: English, Spanish, French, Italian, German, Portuguese, Polish, Dutch, Brazilian Portugese, Swedish and Czech.
The Bottom Line
For small to mid-size businesses, Freshdesk should be seen as a top contender during your shopping process. The product is extremely easy to learn and use, it’s social-driven and offers full-blown key customer support features. For large organizations, the product may or may not suffice, and pricing-wise, it all depends on your budget. Either way, Freshdesk deserves a test drive.