Freshdesk is a cloud-based app that offers businesses a customer service tool to add value to their service. It was founded and created by Girish Mathrubootham of India. Girish was working for a large company for 9 years before he decided to put up this startup with his partner and co-founder, Shan in 2010. His extensive experience and knowledge of cloud computing and helpdesk services, coupled with following Zendesk’s success inspired Girish to design an SaaS product that would target the customer support market.
According to Girish, the concept behind Freshdesk is to solve basic problems in customer support, and offer a management helpdesk solution system that would incorporate feedback and satisfaction surveys. In short, Girish wanted to design a software that wasn’t too cumbersome or have too many steps or processes.
Freshdesk has seen a recent growth spurt with new funding worth $31 million in June 2015, and another $50 million from investors, Tiger Global, Google Capital, and Accel Partners. Their user-base has grown from 4,000 to 50,000 in the past two years, and their team has grown from 6 to 475 employees.
Freshdesk has always been on the cloud. It offers phone, email, chat, and web tools alongside social channels. The software is a management tool that provides a way to customize customer interactions and forward them to the proper channels and departments.
These rewards help add a lot of motivation to agents…making work a fun environment.
Freshdesk offers three products:
Freshdesk offers free trials for all its plans, and offers five plans:
Freshdesk is easy to use, which is one of the reasons why it works. Freshdesk is very similar to Zendesk, and is often sometimes referred to as the Zendesk copycat, but lacking in features. Zendesk’s CEO recently tweeted that Freshdesk was a “freaking rip-off” which set off a flurry of comments from analysts and users alike.
The interface is web-based, centralized and user-friendly. It supports Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), and Windows 2000.
The ticketing system is very intuitive and makes tracking simple, quick, and convenient.
On the downside, it lacks comprehensive reporting and analytics. Also, the automation could be more responsive, but what it lacks in features, it makes up in customer support. In summary, it is a basic customer support program that works well but is limited in capacity and features. Thus, for small companies, the pricing may be seen as a little steep considering it is a basic software.
Compared to Zendesk, the leader in customer support software, Freshdesk has a great Self Help Community but is not as good as Zendesk’s Multi-Channel and problem management.
Publish Date: March 9, 2016 5:00 AM
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We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.
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