Freshdesk Review 2020: The Best Customer Solution Service

Customer solution services are vital for the smooth running of a business. And Freshdesk is the best one in the market to do so! Check out our honest Freshdesk review to find out why.

Review of: Freshdesk

Use: Customer Solution Service


It brings everything you need under 1 platform


Affordable customer solution service with a free plan

Easy of Use

Very easy to use and doesn't require technical knowledge

Customer Support

24/7 professional support to solve your queries right away

Summary: If you are looking for an Omnichannel, AI-driven or Self Service solution for customer service, there's nothing better than Freshdesk in the market.

Delivering the assistance that satisfies the needs and wants of your customers is pertinent for a successful business. Quality products and services are not enough to secure loyal customers.

They should be provided reliable customer service on requests and queries, irrespective of the magnitude of the problem. But doing so manually can be burdensome given that you need to focus on other important aspects of the business as well.

This is where a customer solution service comes into play! Software like this helps to deliver prompt and personable services to your former and current customers so that they are satisfied and keep coming back to you.

After all, the profitability of the business is highly impacted by customer experience. Customer solution services can help to create a trustworthy brand image which in turn brings in more prospective clients in the long run. 

That being said, let's discuss the best customer solution service that there is, Freshdesk. It ensures exceptional customer service with secure management of the customers' details and information. It is a powerful tool that has a great customer relationship management approach which helps to gain loyal customers.

Delight your customers and win them for life

Streamline your support channels - Email, Phone, Chat and more - so you can respond to all your customers from just one place.

Freshdesk Review

Freshdesk Review and Demo

Freshdesk is a customer support software that operates across numerous support channels to solve any inquiry requests and questions that customers may have.

Well-established companies such as SoundCloud, Teleport, and taigabot use Freshdesk to attend to their customers’ queries. The software can be set up in less than 6 minutes as the configuration is relatively simple.

Freshdesk converts customer emails, Facebook comments and Twitter mentions into support tickets (a service request from an end-user) automatically. You can customize your support rules and workflows into the software, and it helps to manage the tickets automatically.

Besides, there are options to form custom ticket status that gives you more control over the support workflow. Its in-app notifications feature is highly beneficial to its users which allows you to know whenever the statuses of ticket changes or when a customer responds.

In terms of functionality and integration, Freshdesk is highly flexible. It stores a huge amount of information, including FAQs, which the new users can browse through to sort out issues on their own.

The technical support is highly reliable which provides you a quick solution to any problem you may face. The software provides you a report on your help desk process which allows you to comprehend the effectiveness of the tool itself.

Both customers and agents find this software very easy to use since it’s simple and clutter-free. With the use of Freshdesk, you can undoubtedly see an improvement in customer satisfaction because it successfully provides top-rate support to its customers.

Freshdesk Pricing

This omnichannel help desk is not only efficient but affordable as well. The pricing packages are segmented based on available features. The flexible pricing plans are targeted towards organizations of various sizes.

The Blossom Plan is $19 a month which is ideal for small teams. Growing teams can opt for the Garden Plan at $35 a month. The Estate Plan and the Forest Plan stand at $65 and $125 respectively, for large teams and enterprises.

But there’s a Sprout Plan for free, tailored towards people who are just getting started! This allows you to test their services before you decide to choose a specific plan that will fulfill the requirements of your company.

Product Design and Quality

Freshdesk has multiple useful features catered towards supporting customers. The app allows you to have access to team-wide support from agents who are ready to respond to all the queries that accumulate in the inbox. The agent-collision detection feature prevents two agents from addressing the same email.

Besides, the tickets can be transferred to the right agent for a prompt reply. The automation option ensures easy categorization and prioritization of the tickets so that tickets are dispatched as soon as a customer has an inquiry.

The software also plays a vital role in social media through which you can have greater visibility of your product across all media channels. Before an issue has a chance to escalate, it can be monitored and solved instantly.

For agents, this app is extremely easy to operate since they have access to the knowledge base. Based on the customer's query, answers are suggested to agents that reduce workload and increases efficiency.

Furthermore, the time-tracking option assists in identifying patterns, trends, and obstacles as it helps you monitor your agents' turnaround time for every customer.

Freshdesk utilizes three types of assignment techniques known as Skill-based, Load Balancing, and Round Robin. This ensures that specific tickets are transferred to the right place to answer queries quickly and as accurately as possible.  

To make sure that every query is solved instantly, Freshdesk offers global support according to which customer support is available in different languages across various time zones. Also, proactive support is ensured across multiple channels including email, phone, and social media.

Features such as Freshchat and Freshfone (integrated voice telephone system) can be used to provide instant customer support. 

Delight your customers and win them for life

Streamline your support channels - Email, Phone, Chat and more - so you can respond to all your customers from just one place.

Pros of Using Freshdesk

  • Clear and easy-to-navigate interface
  • Implementation of the latest ticketing ideas and features
  • Intuitive and user-friendly
  • Customizable and well-integrated
  • Extremely responsive

Cons of Using Freshdesk

  • Premium packages are expensive

Freshdesk Review: Final Words

With the help of a customer solution service, you can remove any sort of guesswork because it will take care of an important part of your business. Freshdesk does the best job of handling that. 

It can be said without a doubt that it is a solid help desk solution that has an easy-to-master interface and an array of features to keep your customers up to date and satisfied.

Besides, the shared ownership feature allows frontline support agents to always be updated while the backend teams put their maximum effort on shared tickets to make sure no query goes unanswered. 

That being said, if you are planning to reduce your workload, you should get yourself hooked to Freshdesk today! And of course, there’s a 21-day trial plan for you to check out before you commit to it fully.

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