While customer service has never been something to be taken lightly, in the era of hyper-personalization and instantaneity, consumers are increasingly demanding and support currently represents a major point of friction. Thus, 70% of French people feel "sent from one messaging service to another" while 86% of them believe that "reaching a real person in customer service" has become difficult (OpinionWay study). A real pain point that creates frustration and tarnishes the customer experience.
What do Decathlon, HP and American Express, companies that, all things considered, operate in very different sectors of activity, have in common? They use Freshdesk to manage their customer support. The software adapts to all customer support needs and specificities and is suitable for any size of company, from SMEs to large groups, including agencies and startups.
Freshworks, the publishing company, recently raised $150 million, thus achieving a market valuation of $3.5 billion. A solid foundation for the company whose goal is to re-enchant the customer experience for brands.
Cutting-edge features to effectively manage customer service and boost support
Helpdesk software, Freshdesk allows customer services to aggregate and optimally process all requests, questions, comments or complaints, regardless of the channels used by customers. An overview of Freshdesk’s main features.
Unifying all communication channels
Freshdesk brings together all customer support messages in a single interface, regardless of the channel they come from. Communications from channels such as email, phone, chat or social networks are transformed into tickets and can be managed in a single environment.
Automation of repetitive customer service tasks</3>
The customer support solution also allows you to automate several tasks that save time and increase productivity:
Tickets can be assigned to the most relevant agents automatically according to different criteria (keywords, customer profiles or properties).
Distribution of tickets according to the agents' workload.
Configurable and automatic email notifications
etc
>>Test or get a demo personalized<<
Different help and support tools to empower customers
Freshdesk offers a number of features that help create a self-service experience for customers. Beyond a knowledge base that customers can navigate and find answers to, Freshdesk offers automated responses to common questions, the ability for agents to turn their answers into knowledge base articles, convert forum or FAQ reviews into tickets, and more.
Customer support analytics and measurement features
The software allows you to analyze and understand customer support performance through a real-time dashboard and metrics monitoring. Agents can also get qualitative feedback through customer satisfaction reports.
Customize Freshdesk features to adapt the software to the methods, practices and uses of companies
Many Freshdesk features are customizable: customization of the support portal, agent roles and authorizations or the creation/integration of unique applications that meet the specific operations and constraints of each organization. The software also has a significant number of integrations with other software complementary to the support solution, to connect customer service to the rest of the software ecosystem used in companies.
>>Test or get a personalized demo<<
Blue note: a CRM and customer service specialist to support you and get the most out of Freshdesk
Because setting up customer support software remains a complex project, it is always interesting to get support in the upstream phase of the launch, but also during the implementation of the solution. Official Freshdesk certified partner, Blue note systems, a specialist in CRM and customer service software, assists companies in implementing the support solution by providing its expertise.
In addition to integrating Freshdesk, the Blue note systems team provides training, assistance and support so that companies can optimally adopt and get the most out of the solution.
Blue note systems also develops connectors to integrate and connect the Freshdesk solution to its partners' software portfolio, as well as dedicated and personalized Freshdesk applications, consistent with the specificities of organizations.
0 Comments