It is a very effective support platform. It has just about everything a medium-sized enterprise (SMB) needs to better manage the resolution of ticket elements as they appear in the system.
It should be noted that it is more focused on customer service than IT delivery. Another benefit is that it comes with a free version, so you can try it for yourself.
Freshworks is an award-winning, cloud-based technical support solution with the best features of its kind to provide quality customer service.
They won the 2017 Finance Online Best Support Center Award and the Supreme Software Award for the same year. However, this is currently not the case.
A solution in Their support software category that surpasses tools like Zendesk and Desk.com. Freshworks also offers a free trial plan that lets you test all the important features of the service.
The software was developed to meet the needs of small and large businesses.
With this solution, users can extend their reach by supporting multichannel launches, streamlining operations with automation tools, enhancing productivity through gamification, and enhancing self-service portal support.
Freshworks Review 2024: You Should Try It? (21-days Free)
Freshworks also Has Amazing Features Like a knowledge base, help desk ticketing, and a community platform.
Once configured, Freshworks converts your support emails into tickets that you can track for a quick and accurate response. The solution also allows you to link forum questions to tickets and vice versa, allowing you to create more flexible answers.
Freshworks integrates live chat, phone support, and game mechanics and works with legacy productivity tools and your CRM when you need to retrieve customer data.
It also works with popular support services and multimedia applications like Google Apps, YouTube, Slideshare, and other widgets that can enrich your knowledge base.
Freshworks offers applications for Android and iOS, so you can take your help desk wherever you go.
A detailed overview of Freshworks created by our experts is also available and provides a detailed analysis of the capabilities of Freshworks.
Overview of Freshworks Benefits
1. Multi-channel functions
Freshworks provides a wide range of features for each channel a customer service team wants to participate in.
Freshworks provides excellent support for traditional channels such as email and phone as well as for modern channels such as chat, forums, and social networks.
The ticket support service is tightly integrated into all areas of these channels.
Freshworks technical support compares well with competitors from companies that want to deal with young customers.
Freshworks also has a telephone system where users can accept calls from customers. Currently, call center operations can be performed in more than 30 countries without having to invest in a complete professional telephone system.
If you do not like using phones for your customer service, the system also offers live chat solutions to enable real-time conversations with customers right on your website.
The Feedback widget and the support portal provide customers with an easy way to cause problems for the support team. The portal easily integrates with the knowledge base and forums, making it a unique destination for clients seeking help, finding answers or discussing product ideas with the community.
It can even be optimized for search engines so customers can find what they need from anywhere.
2. Gamification
Companies are choosing Freshworks not just for simplicity of configuration, learning, and use but also because the game’s internal mechanisms make boring and thankless agents support an entertaining game.
Customer service representatives often use gamification as a motivational tool to compete with their own colleagues when customer-reported issues are resolved.
As gamification becomes a global strategy for employee and consumer engagement, Freshwork’s internal play mechanisms help the agents with their monotonous tasks and are a differentiator in the centers’ congested market.
3. Worldwide Customer Service
Freshworks simplifies support for different products, languages, and time zones.
With multi-product support, all customer support requests can be easily registered, categorized, and assigned to specific agents or teams in the same help desk.
Each product may have specific attribution rules, different e-mail notifications, custom SLAs, and so on. In addition to its own support portal with a dedicated knowledge base and a community forum.
Freshworks supports 26 different, ready-to-use languages, allowing each agent to customize their languages. Agents can also set their working hours according to their local schedules by scheduling several hours of work for each shift, shift, or location.
Similarly, different SLAs can be set for each product, service, or organization that supports the support service. Automatic escalation emails track violations.
4. High Customizability
Companies can configure the support portal for their brand by adding logos, pasting colors, and even rewriting the HTML code on the portal pages to adapt to the look and feel of the site. The company with minimal effort. And very little time.
Freshworks works for all types of businesses: new businesses, small and medium businesses, and Large businesses.
5. Extended support with integrations
Freshworks integrates with over 60 productivity systems, e-commerce, CRM, cloud storage and collaboration to provide support teams with a wealth of customer information. With most customers already using a variety of cloud-based suites, these integrations often allow contracts to be signed in modern organizations.
The tight integration of Freshworks with Google products makes it an ideal choice for organizations that rely on all Google apps to perform their operations.
Collaboration between sales and customer service teams is much easier for a large percentage of companies that have chosen to integrate their Customer Relationship Management systems into Freshworks.
6. Manage Customer requests Efficiently
Freshworks offers several support channels, including phone and email, as well as social networks, chat rooms, and forums.
In this way, you can manage all queries in a single panel and even queue them according to your urgency, service level agreements, or other indicators of your choice.
In addition, Freshworks can also support self-service options such as knowledge bases and forums so that customers can access the information they need themselves.
7. Simplified Ticket Management
Freshworks has a ticket management system that can be configured to suit its unique business processes. As with other platforms, this feature allows users to monitor the number of service requests or queries that need to be processed and ensure that they do not miss out.
The special feature of this software is that it is fully scalable and configurable. This allows them to tag, queue and route tickets based on their workflow.
In addition, the ticket system offers integrated collaboration tools, such as detecting collisions with agents to avoid duplicate responses to a single ticket.
8. Boost Productivity with Intelligent Automation
You can automate tasks to increase the productivity of your support team. The software downloads repetitive tasks. In many cases, the answers to the most frequently asked questions can be answered.
The Dispatch system automatically assigns and prioritizes tickets, allowing the administrator to focus on performance monitoring. It allows you to route tickets according to the different capabilities of your agents and informs them about their tasks.
There is also a “supervisor” feature that checks unresolved tickets or expired tasks so you can track them as quickly as possible.
9. Easy to Set Up and Customize
Freshworks is designed for easy setup to accelerate user acceptance. In addition, you can configure your service level agreements (SLAs) to set ticket priorities and resolution times.
Tickets can be categorized according to your service level policy, saving you time and managing your customers’ expectations.
You see the most urgent problems and the assigned response time. Customizing SLAs is a great help if you have multiple products. You can set the operating hours for different priority levels.
So your customers know when to wait for an answer. You can also customize the support portal with your logo and the colors of your brand.
Freshworks Pricing Policy: Pricing with other benefits
1. Freshworks (Customer Support Software)
- Free/Starter Tier: $0
- Growth Tier: $15
- Pro Tier: $49
- Enterprise: $79
2. Freshsales (CRM Software)
- Free/Starter Tier: $0
- Growth Tier: $15
- Pro Tier: $39
- Enterprise: $69
3. Freshmarketer (Marketing Automation Software)
- Free/Starter Tier: $0
- Growth Tier: $19
- Pro Tier: $149
- Enterprise: $299
4. Freshchat (Customer Messaging Software)
- Free/Starter Tier: $0
- Growth Tier: $15
- Pro Tier: $39
- Enterprise: $69
5. Freshservice (IT Service Management Software)
- Free/Starter Tier: $19
- Growth Tier: $49
- Pro Tier: $89
- Enterprise: $109
6. Freshteam (HR Management Software)
- Free/Starter Tier: $0
- Growth Tier: $1.20
- Pro Tier: $2.40
- Enterprise: $4.80
What Problems Will Freshworks Solve?
1. Managing Chaotic Communications via Email:
Most organizations start their customer support by creating a common inbox and sharing credentials with members of the support team.
As the organization grows, this can become quite messy as emails pile up in the inbox, agents become disconnected from the issues they are dealing with, and multiple agents accidentally respond to the same request.
Freshworks consolidates the inbox, making it easy for teams to manage their customer interactions through the simplified ticket interface. Agents can keep track of who is processing which ticket and retrieve contextual data to ensure that nothing falls through the cracks.
With the Freshworks Agent Collision feature, agents can easily see if someone else is working on the same ticket as they are.
This feature also alerts agents when another person starts writing a response to the current ticket, ensuring that customers do not receive different responses from multiple people to the same problem.
Freshworks offers up to three free agents on the Sprout plan forever, which is ideal for small business support teams with no more than two support agents sharing the same email address. This plan also includes email and telephone support.
2. Collaborating Between Teams on Support Issues:
Support professionals often need to discuss a ticket with other agents, share progress internally, or save updates for future reference. It is also possible that they need to loop in other teams (such as developers or evaluators) to troubleshoot or analyze problems.
Freshworks allows agents to add private notes to a ticket that are only visible to agents who log in to the support portal. These notes or comments can also be directed to specific agents by notifying them as recipients of the note.
If an agent needs to send a third-party notification, such as from an external provider who needs assistance with a problem, they can send the ticket from the help desk directly to the provider.
All responses from the external provider are included as private notes in the ticket thread. For phone calls, Freshworks Agents provides the ability to transfer the call.
For chat requests, agents can forward snapshots to the desired agent or even consult with experts in a private chat between agents at the same time. This is particularly useful in situations where a specific person or team specializes in solving a particular problem.
3. Executing Mundane, Repetitive Tasks:
With email and most existing systems, agents spend a lot of time sorting, prioritizing, and assigning problems/tickets to the right people.
Another loss of productivity occurs when clients write with simple queries or when multiple clients report the same issue and agents need to enter the same response multiple times.
Freshworks comes with a lot of automation to reduce agent time and labor and increase productivity. The Dispatcher is executed for each new ticket and classifies, evaluates, and automatically assigns the ticket to the appropriate team.
The supervisor and the observer, which are time-based and event-based triggers, can be used to configure rules for automatically sending notifications, managing escalations, and tracking tickets.
Agents can create pre-formatted answer templates for frequently asked questions (such as predefined answers) and reuse them with a click.
These automated messages can be customized using placeholders and unique ticket information to ensure the level of support expected by all customers.
Attention To The Customer Support
Depending on the product edition, Freshworks can cover phone support, live chat, email, and social networking.
Through the integrated phone channel, your team gets full access to a cloud-based call center environment that includes an interactive voice response (IVR) system mobile device integration; in addition, customers can connect with their agents through a live chat module to communicate their website, via Facebook, Twitter, a guest feedback widget, and a self-service portal.
The self-service portal is customizable and fully integrated with the knowledge base and forums on your website. As a result, your customers do not have to log in to multiple systems multiple times to find answers.
After you have set up your knowledge base, the tool can use the inputs from this platform to suggest possible solutions to your customers while working on a ticket.
Popular Integrations
When choosing technical support software, the software must be integrated with the other applications currently used by your company. Here is a list of some popular integrations of Freshworks:
- Google Calendar
- Google Analytics
- Google Contacts
- MailChimp
- Atlassian Jira
- Zoho
- Fresh chat
Freshworks Pros and Cons
Pros
- Convert email to ticket
- Multiple service-level contract rules
- Automation; Ticket routing, automation of scenarios
- Knowledgebase
- Self Service Portal
- Multi-channel support, including Facebook and Twitter
- Support for multiple products/brands
- Community portal with ideas and coordination management
- Classification and table of gamification
- Integrations; Freshbooks, Google Apps, Harvest, CapsuleCRM
- Support in multiple languages and time zones
- Satisfaction surveys
Cons
- As we used the Free edition, we don’t see any cons.
FAQs
📊 Which Freshworks product is best for small businesses?
Freshdesk and Freshsales are often recommended for small businesses due to their affordability and the comprehensive features offered even at lower tiers.
💲 Are there any free trials available for Freshworks products?
Yes, Freshworks typically offers free trials for their products, allowing businesses to test the features before committing to a paid plan.
🔄 Can I upgrade or downgrade between different Freshworks plans?
Yes, Freshworks allows users to upgrade or downgrade their plans based on their current business needs.
🔒 What kind of support does Freshworks offer?
Freshworks provides support through various channels including email, phone, and live chat, with the level of support depending on the tier of service purchased.
🌍 Is Freshworks suitable for large enterprises?
Yes, Freshworks offers enterprise-level solutions with advanced features and capabilities suitable for large organizations.
🛠️ How does Freshworks integrate with other tools?
Freshworks products are designed to integrate seamlessly with many other tools and platforms, enhancing functionality and user experience.
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Conclusion: Freshworks Review 2024
The service tends to be a bit more expensive if you’re looking for high-end features like live chat.
However, you will need a Freshworks tool for a free 30-day trial before you agree on a paid rate. There are many features, many useful integrations, and a large section of reports.
Now, You can get all the information on these amazing “Freshworks” Tools. Share your Review about Freshworks in the comment section. Have you ever used the Freshworks tool business?
