Using email for customer support is difficult. You require complex folder structures or colour-coded tags to track issues, and as ticket volumes increase, collaboration becomes a nightmare.
Before long, managing multiple mailboxes for different teams and products causes your efficiency to take the hit.
All emails coming into your support address get converted into tickets . This way, you can make sure that all customer emails are being tracked and responded to.
You can reply or forward a ticket just like you would in your inbox. You can personalize and format the text to call out important points, and use placeholders, or attach files and FAQ articles to send personalized replies.
Automate tasks like tagging and assigning tickets so you can focus on fixing your customers’ problems.
Define service level targets to make sure your agents send timely responses to every issue that comes in.
Get help on issues from teammates even as you work on tickets, with Freshdesk’s in-built discussion pane.
Let customers reach out to you where they feel comfortable - be it email, social media or your website.
Get notifications for important events within the helpdesk and be alerted even if you’re not at your desk.
Track the right metrics to understand how quickly your team is resolving issues or when they’re the busiest.
““Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents.””
““The ‘Freshdesk’ platform has resulted in elimination of multiple communication points with the customer & has also provided us with an option to aggregate leads. It offers great features and a fantastic user””