Who decided that help desk software had to be boring? With FreshDesk, companies can bring life back into their customer support centers. The web-application offers social tools that staffers can use to help customers via Facebook, Twitter, and email, along with a “gamification” feature that gives people a chance to score points and trophies for answering customer queries.
Improve the customer experience on your own website by signing up for Freshdesk and integrating the application into your current workflow. Incoming emails from customers will automatically be converted into support tickets, as will certain mentions on Facebook and Twitter. These support tickets can then be categorized, prioritized, and assigned to the appropriate customer support staffer automatically using a Freshdesk tool called Dispatch’r. Complicated tickets can be split into two, and similar tickets can be merged into one. Staffers who aren’t sure how to solve a particular problem can refer to the suggested solutions Freshdesk posts alongside each support ticket. The application automatically searches for relevant solutions or workarounds based on the text contained in the ticket, and lets agents insert their own content or URLs to customize its suggestions before forwarding them on to users. Agents can also streamline the workflow by relying on canned responses when replying to frequently asked questions, and by using “scenario automation” to automate common tasks.
Freshdesk really stands apart from competing apps with its gamification feature — dubbed the Freshdesk Arcade — which helps agents avoid boredom by turning every support ticket into a chance to win. Agents earn points based on the quality of their responses to customers, and they can earn badges for completing “Quests” set up by their managers. Top scorers can win virtual trophies, as well as recognition from their peers.
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