Freshworks presents intuitive platforms with a user-friendly interface and end-to-end business workflow automation.
Freshdesk is a cloud-based customer support software that gives you everything you need to deliver exceptional support. As an authorised partner and reseller of Freshdesk, we have seen the organisations going through the complexity in keeping track of support requests from the customer.
Service management through a customer service lens. A fresh approach to ITSM, enabling IT organisations of all sizes to provide exceptional IT service delivery and support. It is a great tool for IT Support and management. Freshservice is very good tool to track internal IT support requests and satisfy your needs.
Engage with customers Wherever they are
In today’s digital world, often we hear from businesses about the increased marketing spend but low website conversion. The common problem now a days a consumer faces is, High response times, increased chat drop offs, non-contextual targeting. Our solution Freshchat helps in resolving this. It brings the experience of consumer messaging apps like WhatsApp to businesses and eliminates the burden of real-time engagement.
Drive visitors to sign up for your product, check out items added to the cart, subscribe to your newsletter, and more. Directing the prospect at the right place and on right time is very important for the conversion.
Freshchat enables you to message your customers on apps they use everyday from a single, unified platform – WhatsApp for Business, Apple Business Chat, LINE, Facebook Messenger, Mobile.
You can segment users based on their behavior, geography, and actions they perform or don’t perform with the intelligence you get from our solution.
Very important feature when. You can get intel on who your visitors are, their navigation path, behavior on your site. This helps you to customize your solution which is more suitable to his behaviour. Most of the times this leaves a great impression on customer.
Freshchat can bring all self-service articles by bringing all your FAQs inside the messenger. You can create articles about the topics your customers ask about the most and help them self-service. This will also help you speed up your resolution time and deflect common queries.
With Freshchat’s co-browsing feature, you can do just that. Your sales/support team can give better live demos and your support team can request and gain access to a user’s active tab and help them remotely through screen sharing and audio chat.
Why Do We Actually Need CRM?
Customer Relationship Management (CRM) software – which ideally helps you with bits and pieces of information about your client and provides a holistic view of the engagement level, interests, relationship history, categorising him in your priorities, customise the solution as per his needs and ultimately maintain a cohesive relationship which is a win-win.
- Build meaningful connections with customers
- Minimize data entry
- Enhance communication
- Achieve higher revenue
- Build healthier pipelines
- More collaboration = a strong business
Build meaningful connections with customers
By leveraging a CRM, businesses can capture the complete customer lifecycle—right from prospect to lead to customer.
These kinds of analysis and details can help organisations identify their target audience, lead scores, reviewing previous conversations with a customer, assess the sales pipeline, log calls, send emails, and also track leads, which is very very vital. Sales managers can use the CRM software to pull customised reports that give them insights into the performance of their sales team and put up the necessary changes if needed.
Minimize data entry
The biggest issue of traditional CRM is the “Data Entry”. Our Freshsales CRM feature capabilities help minimize and automate mundane tasks like creating leads from sign up forms, triggering welcome emails and drip campaigns for new leads. And you don’t need to go here and there.
Everything you can do from the single Window. Unlike spreadsheets and email, a CRM solution can help businesses collaborate tasks in real time.
The CRM acts as a single source of truth for sales managers and sales teams alike by eliminating information gaps and improves visibility across the organization.
It also helps enhance customer relationships since the customer hears a consistent voice and support from your business. More often, customers gets the messages/communications from the business related to personal occasional greetings, customized solutions of the hour, support within SLA framework. This ultimately increases the customer satisfaction thereby improvising on sales figures and revenue growth.
Achieve higher revenue
The another advantage of CRM is – the cross-selling opportunity. Majority of the times, businesses forget to get in touch with their existing clientbase itself with something new in platter.
When you use Freshsales CRM. Due to a top-line view of customers at all times, sales teams can tap into cross-selling and up-sell opportunities at the right time, thereby improving their chances of success. Not only that, since you build a better connect with the customer, it also helps limit the chances of customer churn.
Build healthier pipelines
Those days have gone, wherein businesses used to prepare the bulky spreadsheets to track the complete pipeline of sales.
Freshworks CRM enables businesses to visualize pipeline in a intuitive and easy to understand dashboard, thereby making it easier for sales teams to prioritize deals and go after them. This results in increased focus and also ensures pipelines remain clog-free and sales teams remain committed to the bottom line.
More collaboration = a strong business
Collaboration is the key now a days. CRM information and details can also be leveraged by marketing and support teams to provide a more contextual approach.
For example, Sales Campaigns run by one group can easily be shared to other group, members to resue them and collaborate as well to see the holistic results. In the similar fashion, templates, documents, campaigns, web-forms and lot of other essential tools can be shared to reuse within the same interface.
Marketing teams can plan targeted and personalized campaigns, and support can respond to tickets using the sales context.
Delight Your Customers And Win Them For Life
It is a multichannel customer support helpdesk which allows organisations to collaborate and support their customers through email, phone, websites, forums and social media.
We are the consulting and implementation partners that provides products that are ready to go, easy to use and offer great value to any kind of business. By implementing a helpdesk solution, your business can organise and streamline customer communication and ensure you respond quickly and effectively customer queries.
- Unify your support channels into one place
- Gain insight into support agents performance
- Understand your customers better
- Proactively help your customers with a knowledge base
- Automate tasks to scale your team
- Create context around a customer’s journey
Unify your support channels into one place
When email and phone channel are paired with newer channels, like social media, organisations struggle to unify support responses, consistency, and efficiency. This creates a huge dissatisfaction to customers.
It provides a single chronological timeline of all the customer interactions across various channels, to help your support agents get quicker context about the customer. There is also a possibility of you bringing in specific activities from external apps to enrich with relevant customer information.
Gain insight into support agents performance
Measure your support agent performance is very important while keep encouraging them to use of personal inboxes to respond to customer inquiries.
Robust analytics and customizable reports are built-in features in a Freshdesk that can ensure business managers have more visibility. “Customer service is a hard job and anyone who says differently has never done it.”
Understand your customers better
Freshdesk helps you to leverage tagging and analytics to understand customer needs and wants.
This enables organizations to learn lot many new things, which in turn they can change in their product offering, add to documentation or tweak process to improve ticket deflection rates and customer happiness ratings.
To deliver the excellent customer experience, activities such as creating efficient processes and workflows, quality management, planning shift schedules, etc. are critical, wherein Freshdesk help you with all these stuff.
Proactively help your customers with a knowledge base
You can create a knowledge base on your Freshdesk – Helpdesk portal, that ensures availability of accurate and exhaustive documentation so that customers can find what they are looking for.
New age customers now would prefer to find their own information and solution, rather than reach out to support, which can be possible with a knowledge base with adequate documentation. Businesses can also leverage analytics for the knowledge base to know what their customers are searching for, and the most viewed documentation.
Automate tasks to scale your team
There are many situations where customers spend 5-10 minutes on the phone just to find out basic information, such as learning a product’s return policy.
But what if customers could find this information on their own, in real-time and with just a few actions?
Automating customer service simply means reducing human effort in common, repetitive tasks and offering alternate solutions, thereby saving time and effort – both for agents as well as customers. With Freshdesk, businesses can automate everyday tasks.
Create context around a customer’s journey
A customer may reach out to support via different channels and receive conflicting answers.
By using a helpdesk solution, businesses can ensure they have all the information in one place and agents have full context into previous queries or proposed solutions to ensure the information shared is correct and up-to-date.
Usher In The Next-Generation Service Management Solution
With the right ITSM solution like Freshservice, organisations will be able to standardise the delivery of IT services within an organisation, based on budgets, human resources, processes, and results.
Freshservice is a cloud-based service desk and IT service management (ITSM) solution which is currently serving more than 10000 SMB, mid-market, and enterprise customers worldwide. And it is been listed in Gartner Peer Insights Customers’ Choice – 2018
- Standardization and integration
- Enhanced ROI
- Lesser time and effort
- Reduced costs & Do more with less with powerful automations
Standardisation and integration
By leveraging an ITSM solution, businesses can standardise IT procedures across departments and divisions. Using Freshservice which is especially designed to support those functions.
Such software solutions and tools yield several ITSM benefits such as streamlining processes that can be implemented in all parts of the organisation.
An enterprise invests heavily in ITSM frameworks and the payback is well worth it. One of the key ITSM benefits is improved business ROI.
However, one of the best ways to realize this benefit is to deploy ITSM tools that are specifically designed for particular tasks.
Freshservice ITSM benefits for the company with different, simultaneously, ensuring they work together seamlessly. Join us as we talk about ensuring business with a scalable IT helpdesk.
Lesser time and effort
One key ITSM benefit is that it affords teams the capability to manage the workflow process in more detail, which in turn help identify processes that need simplification.
Freshservice’ workflow management enables the automation of certain steps in a procedure, which reduces time and effort, thereby shortening the margin of error. It prioritize and assigns the tickets based on priorities and assigns to relavant agents.
To better understand what a workflow process looks like, ITSM tools enable quick and easy visualization of process workflows.
Due to ITSM benefits, it also enables the ability to exactly pinpoint where a process needs to be simplified by rearranging steps, removing redundant steps and automating steps.
Let us know if you want to evaluate Freshservice to check how processes can be managed in your organization !!
Reduced costs & Do more with less with powerful automations
By leveraging the ITSM tools capabilities of visually reviewing a workflow, IT professionals can derive conclusions regarding changes that are viable, and organizations can process regulations that will save money.
ITSM may potentially seem like a huge outlay at the beginning, but ITSM benefits far surpass the costs and benefits.