Freshdesk is customer relationship management (CRM) or cloud-based customer service software. The platform helps businesses to interact and maintain relations with their customers.
Freshdesk offers a range of customer service tools, including a helpdesk, messaging centre, and call centre, all in one place.
This cloud-based customer software has successfully run the service since 2010. Simplified customer service tools and increasing productivity are why Freshdesk is popular. Omnichannel support keeps Freshdesk different from its competitors.
This feature manages all communication channels in one place, making tracking and processing ticket tasks easier.
However, their basic plan is higher than other CRM platforms. Besides the Freshdesk trouble from frequent service interruptions that reduce response time.
So this guide gives you a detailed analysis of Freshdesk, its features, pricing, rating, pros and cons. Additionally, we discuss potential scalability with Freshdesk. So keep reading our Freshdesk review guide.
What is Freshdesk?
Freshdesk is a cloud-based customer service software for small businesses. This software helps owners to provide customer support quickly and easily.
Freshdesk is mainly designed to offer customer engagement. Companies can perform tasks like marketing, sales management, or IT support by navigating the software.
Freshdesk offers simple email ticketing, live chat support, and call centre management tools from other CRM platforms like Zendesk. Additionally, you get various other tools to manage a series of tasks for your business.
The most popular are shared inboxes, automating incoming requests, advanced reporting, self-service portals, etc. Freshdesk is a top CRM platform for Small and medium-sized businesses, E-commerce, and B2B businesses.
Freshdesk key features
There are several features you can expect from Freshdesk. This customer support software works on three service modules: support centre, massaging, and contact centre. For each setup, Freshdesk offers specific tools and work processes.
For example, the support centre module manages issued tickets from customers. This feature allows you to set up ticketing across different platforms, like websites, apps, social media, etc.
Similarly, you get the Freshchat massaging module, a Freshdesk chatbot service. By enabling the feature, you can automate answering your customer questions.
Thirdly, you get a Contact Center or fresh caller module, a voice-over-IP (VoIP) service. This feature lets you answer incoming customer calls and generate AI-powered answers to repetitive queries.
Below are the critical features of Freshdesk that make the CRM software exceptional.
- Omnichannel support allows managing all customer care services from your different social media platforms, including email, phone, chat, social media, and messaging apps.
- Workflow automation reduces repeated tasks like routing, assignment, and escalation.
- A self-service portal that allows your customer to find answers, submit tickets, and track their progress.
- Knowledge base store and share information with your team and customers.
- Reporting and analytics tools manage your team performance and identify the improvements.
Besides, other tools are also available in Freshdesk, like SLA management, Asset management, Collaboration tools, and Integrations.
Freshdesk Pricing plans
Freshdesk offers four customer support plans, not including massaging and call centre modules. Besides, there are three Omnichannel plans available for you.
You can try any of their plans for free in a 21-day trial. After that, you must buy their monthly or annual subscription plans (save 17%). Freshdesk does not charge any cancellation fee, so you can try their 21-day free trial. Below are the complete pricing plans of Freshdesk.
Comparison table between Freshdesk and competitors
There are many other CRM software available, like Freshdesk. Most offer similar services, but there is a difference between pricing and additional services. For example, LiveAgent has more limited ticketing services than Freshdesk. Below is the comparison table between Freshdesk and its competitors.
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Pros and Cons of Freshdesk 2023
Freshdesk offers many tools and services for small businesses, E-commerce sites, and B2B companies. Their Omnichannel plans allow you to manage all customer services from your different social media accounts. It helps businesses to organize tasks and increase productivity.
Similarly, there are also drawbacks to this CRM software. For example, their pricing is higher than many competitors. So below are the quick Pros and Cons of Freshdesk.
- Any beginner with zero experience in customer support software can efficiently operate the Freshdesk.
- A wide range of features covers omnichannel support, workflow automation, a self-service portal, reporting, and analysis.
- Freshdesk is a scalable solution for all sizes of businesses.
- Multi-channel support allows businesses to solve customer queries via email, chat, phone, and various social media apps.
- Freshdesk is one of the pricey CRM software in the market.
- Many users complain about their customer support.
- Limited customization options.
So, above is a detailed review of Freshdesk. We hope you get a clear answer related to your query. Indeed, Freshdesk is one of the top-rated CRM software in the industry. Their Omnichannel support helps many businesses to scale and increase productivity in work.
Compared with pricing, Freshdesk offers a wide range of services that automate your tasks and make team collaboration easier. Some users may find the software is pricey, and their customer service could be faster. Still, the platform gives you a complete customer service solution under one roof.