Key features of a free customer support software
Whether you are a start-up or a small business, managing budgets and cost-cutting might get chaotic. Wouldn’t it be nice to have a free support software with all the features of a helpdesk ticketing system without breaking the bank? A software that can scale as your business grows?
If you are looking for a free customer support software for your business, here are the five must-have features you should consider.
Ticket management
A free support ticket system allows your support teams to manage tickets effortlessly. Freshdesk’s free plan will offer functionalities that enable your agents to create, tag, and assign tickets to the right team member. Your support agents can filter and prioritize tickets based on keywords, communication channels, or queries. Respective tickets can then be assigned to a specific agent or group so there’s transparency around workflows and clarity on who should work on which ticket.
Self-service capabilities
Enabling self-service can help reduce ticket volume by 27%. With customers’ intent to resolve queries by themselves, your free customer support software can help you bring the collective experience of your support team into your customized self-service portal.
Social media support
A free customer support software like Freshdesk enables you to engage in social media interactions on Twitter and Facebook right from a single dashboard. Your free ticketing system should be able to integrate with your brand channels to automatically convert relevant brand mentions, likes, comments, and direct messages from Twitter and Facebook into tickets. This helps agents track and manage customer questions, complaints, or feedback that otherwise requires manual effort to find.
Reporting and analytics
Reports and metrics are integral to gauging the success of your customer support team. Most free support software do not offer an analytical dashboard to monitor your team’s performance, ticket trends, and customer happiness. Freshdesk’s free plan empowers agents with handcrafted reports and data visualization capabilities to save time and make data-driven decisions to improve the customer experience.
Security
Ensure that your free support software helps you encrypt customer communication across channels and comes with the necessary certifications to eliminate the stress of breaching any security protocols when handling customer data. Freshdesk’s free plan comes with an SSL certificate, helping businesses to set up their custom SSL URL up and running within 72 hours and follows GDPR recommended principles for privacy and security of personal data even if you operate outside the EU.