Create a self-service experience that supports your brand
Knowledge Base
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. By setting up a knowledge base, not only will you be able to improve customer satisfaction, but you can also reduce your ticket volume.
In addition, when customers do create a ticket, Freshdesk will also automatically display likely solutions right next to the ticket form, further improving the resolution time and reducing the number of tickets.
All the articles in your knowledge base can be edited with complete rich text formatting, and can even include custom CSS, HTML, Javascript or even better, animated GIFs. You can even optimize it for search engines, making your articles available everywhere.
Community 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. You can also gather critical feedback on what your customers like and dislike, what they'd like you to add and what they'd like you to change from community forums. And if a critical issue or idea is raised in the community, you can convert the post into a ticket and get your team to work on it right away.
Your forums are open to both your customers and your agents. So your team can also engage in discussions and moderate them to make sure your community remains spam free.
Easily customize the look, feel and functionality of your portal
If you need a way of helping customers help themselves as well as contact you for further assistance, Freshdesk gives you the tools to make this process quick and easy!