What is Freshdesk?

Freshdesk is a helpdesk system and Customer Relationship Management (CRM) solution that simplifies customer service for your team and helps them provide a great customer experience.

By streamlining customer conversations from across channels, Freshdesk offers an easy way for agents to automate and manage customer conversations across channels from one page. Workflows can be customized and automated, which helps agents focus on delivering exceptional customer service. Freshdesk solves these antiquated communication issues through amazing features and plugins that drive collaboration and efficiency.

• Customer relationship management tools like Zendesk, Mailchimp and Zoho CRM
• Custom Freshdesk integration with e-commerce platforms like Shopify,
• Software tools like Jira, Microsoft, Dropbox, Xero and Freshworks (Freshsales)
• Analytics for time tracking, ticket properties and team collaboration
• Custom integration with product management tools like Slack
• Automation of customer feedback
• Others like Google calendar, Google contacts, Zapier and Salesforce

Freshdesk is easy-to-use, intuitive and scalable to businesses of all sizes. Over 150,000 businesses across industries, including Bridgestone, HP, Harvard University and DHL trust the Freshdesk app for their customer service requirements.

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Deflect calls from your Call Center to Freshdesk live chat

If you receive a high volume of calls into your call center, you can use Chatdesk Shift to deflect the calls away from your customer support team to your Freshdesk messaging channels while improving your customer satisfaction in real time. Chatdesk Shift helps you reduce both your inbound call volume and your cost per call.

Chatdesk Shift is a low cost solution that lets you efficiently manage your customer calls by shifting them to more efficient channels. e.g. live chat, SMS, and social media. In these channels, your customer support agents are able to quickly handle large volumes of Freshdesk tickets, new tickets, support ticket, configure your Freshdesk chat widget to automate responses to your FAQs and reducing wait times for customers.

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Automatic Analysis of Customer Feedback in Freshdesk Chat and Email

If you receive large volumes of chat and email, it becomes difficult to analyze all customer interactions with your brand. Chatdesk Trends helps Freshdesk account users manage increasing customer engagement by automatically tagging all customer feedback in one place through the Freshdesk API key.

Chatdesk Trends provides automatic tagging that enables you to get fast granular insights for increasing conversions, driving self service and increasing repeat sales.

The Chatdesk Trends dashboard delivers 90%+ average tagging accuracy across 70+ tags for your business. It’ll scan through conversations and open-ended feedback to surface trends on product issues, and pricing, just to name a few.

With this integration, you’ll have the ability to:

• Filter feedback by date, channel, product, and sentiment to make informed decisions and drive business impact
• Compare customer feedback across various channels, including CSAT/NPS surveys, email, chat, social media messages and comments on Ads, Amazon reviews
• Segment by product defects, shipping issues, top reasons for contact, and other company-specific custom tags
• Reduce contact volume to your support team, improve self service for your customers, make product merchandising improvements, and increase repeat sales of your product or service

Additionally, you can launch your Free Trends dashboard in minutes. Chatdesk Trends requires no dev work and has more than 90% average tagging accuracy across 70+ tags.

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