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Freshdesk

Freshdesk is a cloud-based customer support software that helps businesses deliver excellent customer service through multiple channels.

Price: Freemium

Categories:AI Customer Service BotsAI Customer SupportAI ChatbotsAI Workflow AutomationMost Useful AI Tools
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Description
Freshdesk provides a unified platform for managing customer inquiries from email, phone, chat, social media, and messaging apps. It's designed for businesses of all sizes, from small teams to large enterprises, enabling them to streamline support operations, improve agent productivity, and enhance customer satisfaction. Key features include ticketing, automation, self-service portals, and AI-powered chatbots that can deflect common queries. Freshdesk stands out by offering a comprehensive suite of customer service tools within a user-friendly interface, integrating AI to automate routine tasks and provide agents with context, making it a robust alternative to traditional helpdesk systems.

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How to Use
1.Sign up for a Freshdesk account and set up your support channels (e.g., connect your support email).
2.Configure your helpdesk settings, including agent profiles, business hours, and service level agreements (SLAs).
3.Customers submit queries, which are automatically converted into tickets in Freshdesk.
4.Agents respond to tickets, collaborate with team members, and use automation rules to manage workflows.
5.Utilize Freshdesk's reporting and analytics to monitor support performance and identify areas for improvement.
Use Cases
Customer email support managementLive chat supportPhone support and call center operationsSocial media customer serviceKnowledge base and self-service portal creationAutomating customer query responses with chatbotsTracking customer issues and resolutionsTeam collaboration for complex support cases
Pros & Cons

Pros

  • Consolidates customer interactions from multiple channels into one platform.
  • Offers robust automation features and AI-powered chatbots.
  • Provides comprehensive reporting and analytics for performance tracking.
  • Scalable for businesses of all sizes.
  • User-friendly interface for agents and administrators.

Cons

  • Advanced features and integrations can increase complexity and cost.
  • The free plan has significant limitations on features and agents.
  • Can have a learning curve for new users to fully configure and utilize.
Pricing
Free Plan: Up to 10 agents, email and social ticketing, knowledge base, ticket dispatch
Growth Plan: $18/agent/month (billed annually at $15/agent/month)
Includes Free features, automations, collision detection, custom ticket forms, time tracking
Pro Plan: $59/agent/month (billed annually at $49/agent/month)
Includes Growth features, custom roles, session replays, CSAT and feedback surveys, multiple time zones, up to 5,000 bot sessions/month
Enterprise Plan: $95/agent/month (billed annually at $79/agent/month)
Includes Pro features, skill-based routing, sandbox, audit logs, up to 20,000 bot sessions/month
Omnichannel Plans: Separate pricing for plans that combine Freshdesk with Freshchat, Freshcaller, etc
Free Trial: A 21-day free trial is available for paid plans
Refund Policy: Not explicitly stated on the public pricing page generally, Freshworks offers a fair cancellation policy, but refunds for past periods are rare.
FAQs