Overview
Freshworks is a CRM solution provider that is renowned for making extremely robust,easy-to-use marketing, sales, support, and IT solutions. It makes it very quick and possible for top-ranked businesses to delight their customers and employees with their efficient working abilities. This is made possible by using a fresh approach to building and delivering software disguised as a service. The process is made very affordable while the integrated design of the software makes it very easy and quick to implement with any business system. It can become the perfect tool for the end-user.
Freshworks builds tech that is known all across for its compatibility with all different kinds of systems. It works for everyone thus, making it easy for IT, customer service, sales, marketers, and HR to fulfill their responsibilities and satisfy their customers with their performance. The most recent data have indicated that more than 50,000 companies have implemented the Freshworks’ SaaS to improve the customer experience along with employee satisfaction.
Introduction-
Freshworks was founded in 2010 by the vision of its founders, Girish Mathrubootham and Shan Krishnasamy. The incentive was to start working on creating a user-focused cloud-based customer service software that could be used by any business system with minimum alterations. The company's ideals found wide acceptance as the year 2014 saw Freshdesk launch its second product into the mainstream in the form of Freshservice.
They also promote a very healthy work culture as they employ a learning-by-doing practice while helping build the tech career of any interested party completely free of cost. Freshworks STS Software Academy is a well-planned programme that is specifically designed for aspirants of a career in technology. It is very helpful for the ones with no means of affording. They even provide a healthy monthly stipend to aid the learning for the entire duration of the programme.
Fresherworks have a unified and intelligent support platform that often delights customers. It fosters various interesting methods of connection with customers that range from phone, chat, email, SMS, and WhatsApp. The customers can use any of the channels as per their leisure. This helps transform every business agent into a potential hero for the sales team. When provided with a complete customer context armed with a unified record, the agents are able to anticipate any need. This helps any business upscale rapidly in the business environment. The expenses of the firm also undergo micro regulation to ensure that the team spends responsibly. This limits any chances of resource wastage while emphasising the businesses to innovate only those products that are needed by the organisation at the moment.
Freshdesk manages every part of the company's work to ensure that the owners do not feel overburdened with the pressure. They help deliver a seamless experience across different digital and traditional channels with the Freshdesk Omnichannel initiative.
Services-
- Freshdesk- This is a Customer support software built by Freshworks to help improve their CRM abilities. This software allows a business to simply delight their customers with effortless and flawless customer service as they aim to engage in more meaningful conversations with every customer every single day of the week, across every channel of communication as per the requirements. The Freshdesk Omnichannel Suite is one of the most complete support solutions available with the fastest time-to-value ratio. It helps reimagine improved and more meaningful conversations and helps turn service agents into champions of consumerism. The system is very effective with the first signs of customer and employee delight being seen within the first 3 months. Freshdesk works to simplify every experience that a customer may have and help place the customers back in control of the driving seat by offering them the support they need. It helps bring the customer's needs back to the drawing board of the firm and acts as a wake-up call to the planning department if they have wandered too far away from the customer's ideas. An agent aware of customer ideas becomes a champion for the person. Hence, the agents are given more information about the particular customer and the entire process is automated to proactively understand the additional customer needs if any of them had slipped under the radar. They also provide choices for the next best action commendable for the agent. The single biggest advantage is the sheer speed of operations that takes anyone by storm.
- Freshsales- Freshsales is an innovative sales CRM developed by Freshworks to accelerate the revenue-building process of the company. The main plan is to augment the functioning with a series of context-driven sales. The system allows for the personalisation of engagements with customers while shortening the sales cycle, and promoting business growth. They help in making the process all the more efficient to help close deals faster while getting a 360° view of the customers. The dashboard provides a complete view of every customer’s interactions with the firm while making it possible to deliver more personalised and amazing experiences. They use their leverage of data to drive the revenue up. Improvement to the seller's effectiveness is completed by streamlining the sales process. The software also allows for the conversations with customers in context to their experiences while automating the time-consuming tasks, and spending the valuable time on hard selling rather than mundane legwork. The Freshsales help reduce the IT complexity and cost with a comprehensive solution and keeps the teams happy by providing them with a solution that is easy to implement and simple to
adopt.
Pros
- Perfect software that continues developing- The Freshdesk CRM has designed a very well-planned product that is plagued by very few flaws. Even then the customer service team constantly improves the functions to keep them relevant to the changing times.
- Remainders available- The system allows for the setting of reminders and alerts for important pending tasks. They also promote regular follow-ups with the working and completion of tasks
- Contact management- The contacts are well-managed by the systems that help them keep track of new leads and deals more easily and efficiently while maximising the production of successful deals.
Cons
- Not user-friendly- While most of the software is very user-friendly, certain features make it extremely troublesome to use the systems. They are not flexible at all.
- Weak graphics- The graphics have a huge area for potential upgrades. The graphics are very poor and don't cooperate with the organisation.
- Poor integration- The integration feature can be used with limited avail.
Conclusion-
The main advantage of using Freshdesk is the sheer operational speed that can be achieved while delivering remarkable customer service. The customers can realise that service productivity gains within a short span of 3 months. They also have sufficient flexibility as they can innovate faster with the NEO platform. All this is crucial while converting customer support to delight. The efficiency is required for solving the customer inquiries faster and personalising of conversations with intuitive and collaborative support that help in making permanent customers. This also uncomplicates the customer support department with a consumer-grade solution that can be launched quickly into orbit.
The software comes dressed with everyone that is needed to empower the teams with more meaningful conversations that will help deliver effortless customer support. All this makes it easy for agents to work collaboratively with the system and provide speedy responses to customer pleas. Prioritise, categorise, and assignment of tickets to the right agents is important while delivering customer delight.