June 28, 2012

Freshdesk – Engage With Virtual Customers

Searching for a better way to engage and communicate with your online customers? Freshdesk is a tool that thinks it can help. The web-based support system makes it possible for virtual support teams to interact with customers via email, website, phone, Twitter, Facebook, and whichever online communities or forums they choose.

The key to building a successful online business is customer satisfaction. Without it, any business is bound to go down in flames. To get your whole team on board and improve the way customers feel about your company, sign up for a Freshdesk account and start automating your customer service routine. Freshdesk automatically converts each customer communication you receive – via email, Twitter, or any other supported medium – into a support ticket, which can be categorized, prioritized, and assigned to the staffer who’s best able to handle the issue at hand. To expedite the communications process and help customers receive helpful responses in less time, Freshdesk will offer you a list of suggested solutions to each support ticket based on your past responses to similar messages.

Freshdesk also offers tools that businesses can use to create self-service portals, where customers can find answers to their most burning questions before emailing your support staff for help. These portals can be branded and customized to fit your company’s aesthetic, and they can even be mapped to a custom domain by following Freshdesk’s step-by-step instructions.

Practical Uses:

  • Respond to your customer queries in less time
  • Create a self-service portal where customers can find answers to their questions
  • Send canned replies to frequently asked questions
  • Track how much time your employees have spent helping a particularly difficult customer

Insider Tips:

  • Freshdesk’s Day Pass lets businesses add temporary agents on the fly
  • Companies can host portals on their own domains
  • All Freshdesk plans include SSL data encryption
  • Businesses can use Freshdesk’s REST API to interact with the app in new ways

What we liked:

  • Companies can create internal knowledge bases for employees to reference
  • Each incoming message is automatically turned into a support ticket
  • Individual support tickets can be assigned to two separate employees
  • Freshdesk occasionally offers bulk discounts to extra-large organizations

What we didn’t like:

  • Nothing


Company Info:

  • Launched: July 2011
  • Privately Held
  • Headquarters: Los Angeles, California
  • Founded by: Girish Mathrubootham
  • Web site:


  • Robust plan is $9 per agent, per month
  • Advanced plan is $16 per agent, per month
  • Enterprise plan is $25 per agent, per month

Submit a Comment