Your business probably has multiple products and brands out in the market. Let’s say this includes a Pirate line of branded eye-patches and apparel, and another dedicated line of shruiken, katana and the rest, for Ninjas.
Now, there are a lot of reasons why you are going to need multiple helpdesks to support your product lines. If you want each brand to strike a distinct chord and appeal, you cannot direct both your Pirate and Ninja customers to the same support email. Being as awesome as they are, your customers will want to contact your support through, say, support@acmePirates and support@acmeNinjas.
Freshdesk gets multi-product support. With Freshdesk, your support team not only gets multiple incoming email addresses, but even automatically uses the correct “From” address for replies and notifications. That means the pirates and ninjas always see replies from the same support email that they used to send the request!
Everybody knows that Pirates and Ninjas don’t really get along all that well. So unless you want to turn your support portals into a brawl of swords, cannons and hidden blades, it helps to keep the solutions and forums separate. Freshdesk lets you create a separate top level forum and solution category for each product or brand that you support, or you can even have a single portal servicing all your products.
It’s likely that some of your agents know more about Kuji-kiri of the Ninjas, and some others are just better off talking about masts and rum casks. Freshdesk lets you create separate groups and specify the agents in them for each product. Now Freshdesk’s Dispatch’r automatically assigns support requests for each product to the right support group.
See how you can personalize your customers’ support experience
Allowing agents to support customers in other languages
You can manage unlimited Facebook and Twitter accounts, and tie them to each product