Freshdesk

Freshdesk is the easiest and most efficient way to support customers.
It is an omnichannel cloud solution that redefines and breathes new
life into the helpdesk environment and IT support.

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Redefining user support

NexTReT is the official partner of Freshdesk in Spain. Together we want to help you get the most out of this solution and provide you with the keys to its operation.

Provide omnichannel support

Deliver fast and consistent customer service across email, phone, chat, WhatsApp Business, and other social media channels from a single view.

Faster resolution at a lesser cost

Cut down on manual and repetitive tasks using advanced automation rules, and solve customer queries faster without increasing your agent strength.

Stay on top of the Customer Satisfaction Index (CSAT)

Use customizable analytics and reports to track team performance, identify bottlenecks before they snowball, and keep tabs on your team’s CSAT goals.

The benefits and functionalities of Freshdesk

Freshdesk is a multichannel cloud platform, adaptable to teamwork, with tools to respect response times, prepared to motivate agents and perfect for providing optimized and effective customer support.

Powerful ticket system

To guarantee good teamwork, a sophisticated system is needed, but at the same time it has to be simple for the user. For this reason, Freshdesk allows adding in the shared inbox private notes for internal communication. Additionally, tickets can be prioritized, categorized, and assigned to the appropriate agent. In this way, all agents are informed about the team’s tasks and can work comfortably without getting in each other’s way. The best thing about this operation is that nobody will be solving a ticket already assigned to another colleague.

Compliance with resolution times

Freshdesk allows you to mark the most important tickets with the idea of being able to solve the most urgent customer problems with the right priority.

This system includes tools that help apply the SLA Policy; productivity is tracked, ticket status is custom managed with the option to turn off SLA timers, a smart dispatcher is available to manage tickets, and specific rules can be applied to classify tickets.

Agent motivation

Freshdesk integrates gamification mechanics to keep agents motivated and therefore offer satisfactory customer support. So every time the customer is happy, they earn points and move up the leader board.

Knowledge base

Any questions that agents have, they can consult through Freshdesk’s search engines that combine the results of the knowledge base itself with those of Google and other Internet search engines. In addition, they can post solution articles in the company’s knowledge base in order to help other colleagues if they have the same questions in the future.

Multichannel platform

Only a small proportion of customers use the customer service system through email and phone calls. The rest complain through social networks. Freshdesk, which foresees this situation, integrates in the same platform the option to respond to all the doubts, comments and complaints of all the users in all the channels of contact with the brand. Within this system, a merger of tickets is made when a customer makes the same request through various communication channels.

Community forums

The brand can have its own forum in which customers can ask, suggest and respond to queries from other customers. These forums are a very useful tool for getting new ideas from customer feedback. Thanks to them, you can achieve great savings in market research.

Reports with metrics

Freshdesk generates a report each month that breaks down the hours spent on each ticket and each customer. Reports include metrics related to customer support.

  • SLA violations: Indicates how many violations have been committed per user and per customer.
  • End customer satisfaction: Each user served rates the service received.
  • Time of the first response: Indicates the periods used to give a first response to users.
  • Resolution times: Indicates the hours dedicated to solving each ticket per user and per client.

Native integrations

Freshdesk has native integrations; that is to say, in its platform it incorporates various applications that are frequently used in companies. Therefore, Freshdesk makes it easy to connect helpdesk with other must-have apps for agents and customer support.

The great advantage of the platform is that it can be linked to Google Apps in a unique way on the market.