Freshdesk's cloud-based help desk software allows organizations to support their customers through email, phone, website, Facebook and Twitter and also comes with a freemium pricing model that makes it essentially a free support software for small businesses to large enterprises alike.
Unlike other online helpdesk solutions, with the FreshMobile app, Freshdesk claims it allows support agents to create, save and reuse templates for replying to tickets on the go. Since typing on a mobile device can be clumsy and difficult; these reusable “canned responses” save agents time, energy and frustration. FreshMobile also brings the much loved “Solution Suggest” capability in Freshdesk to the mobile phones. With this capability, Freshdesk suggests the most likely solutions from the knowledge base, corresponding to each ticket.
HTML5 vision puts it a touch ahead of others that offer native apps or PC-rendered HTML frameworks, Freshdesk’s HTML5 mobile app allows agents to access FreshMobile on the mobile web from any device. As newer mobile operating systems, interfaces and devices are introduced, support agents do not need to update or install new native apps. FreshMobile streamlines the customer support experience across all these devices and syncs responses and customer history across any digital touch point, be it smartphone, tablet or desktop website.
While the rivalry of Freshdesk with Zendesk is not a secret, Salesforce Desk.com has already launched a HTML5 based mobile app a while ago and seems to be capturing the customer base as well since its launch early this year.
“With customer support increasingly being viewed as an integral business function, help desks need to be able to resolve issues as they happen, no matter what time of the day,” says Girish Mathrubootham, CEO of Freshdesk.