AI-first support for the new age of manufacturing

Reach your support and field service KPIs, achieve servitization goals, and grow customer lifetime value with Freshdesk

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Top customer support challenges in the manufacturing industry

Costly downtime

Unplanned downtime can cost businesses up to $2.3 million per hour.

Self-service support

70% of customers prefer a self-service portal powered with multimedia to solve queries independently.

Poor service

Businesses lose up to $3.7 trillion per year due to poor customer service.

Low productivity in resolutions

Without an advanced ticketing system, agents solve customer issues with 20% less productivity.

Freshdesk: Built to manufacture seamless customer experiences

Manage every customer query from one place

No more juggling tools or missing messages. Freshdesk brings email, chat, phone, and more into a single inbox, so your team can manage high volumes of support during machinery breakdowns, production delays, or supplier escalations without losing track.

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Make self-service easy for everyone, anywhere

Give your customers the tools to help themselves. With Freshdesk, you can offer multilingual, multimedia knowledge bases tailored for your global supply chain, from step-by-step repair guides to how-to videos and manuals.

Freddy AI can also utilize this impactful knowledge base to provide agents and customers with the right answers, anytime.

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Resolve issues instantly with Freddy AI Agent

Support that’s always on, always accurate.

Freddy AI Agent can instantly handle queries about warranty claims, service appointments, spare part availability, and more, without involving an agent. 

And when a case needs a human, it hands off with full context, so nothing gets lost in transition.

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Power your agents with Freddy AI Copilot

Help your teams move faster, stay consistent, and sound professional.

Freddy AI Copilot suggests the best answers, drafts warranty responses, and even fine-tunes tone based on the customer or partner. 

It works quietly in the background so your agents can focus on solving problems, not writing responses. 

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Collaborate across teams, without the back-and-forth

Complex problems don’t have to mean slow resolutions.

Freshdesk makes it easy for support, field service, engineering, and logistics teams to work together. With integrations like Zuper and GoDeskless, information is shared seamlessly across systems, and with linked tickets and shared ownership, Freshdesk makes it easy to resolve queries fast and efficiently. 

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“We adopted Freshdesk because it is a highly adaptable solution with metrics that allow us to track and follow up on our customers and agents efficiently.”

Christophe Tomborski
Christophe TomborskiBack Office Manager, Bridgestone

Business Challenge

  • Manual processes led to inefficiencies in customer support.

  • The lack of centralized tracking resulted in inconsistent service.

  • Delays in ticket resolution impacted customer satisfaction.

Business Outcome 

  • AI-powered automation streamlined ticket management and reduced resolution time.

  • A unified platform improved agent productivity and collaboration.

  • Customer satisfaction increased with proactive support and faster responses.

48%of queries deflected by AI agents
35%improved First Response Time with Freddy AI Copilot
~100%CSAT achieved in Manufacturing Industry

Let Freddy AI Agent handle your most common queries

Free up your team for complex issues. Freddy AI Agent can handle everything from troubleshooting equipment errors to managing warranty claims, delivering fast, reliable resolutions without agent intervention.

Track warranty or service status

Keep customers informed with instant updates on warranty coverage, service appointments, and repair timelines—no agent needed.

Troubleshoot equipment issues

Guide users through fixes for common machinery errors using your knowledge base, manuals, or IoT-integrated diagnostics.

Reorder spare parts or consumables

Let distributors and technicians place reorders directly through chat, without waiting for an agent.

Schedule service or maintenance

Enable customers to book field visits or preventive maintenance based on their location and product history.

More reasons to choose Freshdesk for your business

Automate workflows

Streamline service processes like part approvals and technician routing, no coding needed.

Support on the go

Let field teams manage tickets and access info anytime with the Freshdesk mobile app.

Gain in-depth insights

Monitor key metrics to improve team performance and customer satisfaction.

Frequently asked questions

How is Freshdesk used as a helpdesk solution in the manufacturing industry?

Freshdesk helps manufacturers manage customer queries, warranty claims, and service requests from a single platform. It streamlines communication between customers, dealers, and service teams.

What key features does Freshdesk offer for manufacturing customer support?

Freshdesk offers ticket automation, knowledge base, field service management, and AI-powered assistance. These features help resolve issues faster and improve customer satisfaction.

Can Freshdesk integrate with ERP systems commonly used by manufacturers?

Yes. Freshdesk integrates with popular ERP systems to sync order, inventory, and service data. This ensures agents have real-time information to resolve customer issues.

How does Freshdesk’s AI-powered ticketing improve support efficiency in manufacturing?

Freshdesk’s AI automates ticket categorization, routing, and response suggestions. This reduces manual effort, speeds up resolutions, and minimizes downtime for customers.

Why is Freshdesk’s omnichannel support important for manufacturing companies?

Omnichannel support lets manufacturers handle requests via email, phone, chat, and social from one place. This ensures customers get consistent, fast help on their preferred channel.

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