Uncomplicated AI customer service for software companies
Deliver proactive resolutions across channels, including in-product, email, chat, phone, and more. Use native AI to resolve technical queries, and scale rapidly without the complexity.
Top customer support challenges in the software industry
Data and context silos
Silos disrupt 82% of workflows—causing fragmentation, slow resolutions, and SLA breaches.
High customer support volume
Software companies find it challenging to manage a high volume of customer support requests, which average about 578 tickets daily.
Limited self-service options
Although 93% of customers prefer self-service, only 14% resolve issues independently.
Response time delays
65% of customers have switched to a competitor after poor customer service, particularly due to long response times.
Freshdesk : Helping you scale support without the complexity
Omnichannel resolution with Command Center
Eliminate silos with Freshdesk Command Center—your single, intelligent system of work.
Unify email, chat, phone, and messaging apps with full customer context and AI for fast, accurate resolutions.
Unified channels. Native AI. One command center.
AI Agent to automate resolutions
Meet Freddy AI Agent, a no-code AI that automates up to 80% of complex tasks across your service journey.
From plan updates to troubleshooting, it uses agentic workflows to resolve issues autonomously while keeping humans in control.
A proactive, always-on resolution engine working 24/7.
AI assistance to improve agent productivity
Improve productivity by 60% with Freddy AI Copilot embedded directly within the agent workspace.
It analyzes sentiment in real-time, summarizes conversations, and suggests replies so agents can focus on empathy and high-value work.
Less effort. Accurate service. Consistent customer experiences.
Built-in collaboration for complex queries
Some tickets need more than just support.
With Threads and private notes, agents can bring in engineering, product, or finance teams, without ever leaving Freshdesk.
No back-and-forth. Just the right information, right when agents need it.
Gain actionable insight by simply conversing
Use natural language prompts to spot potential support issues with Freddy AI Insights and fix the root cause before they escalate into major incidents.
Quick Analysis. Proactive fixes. Strategic impact.
“Freshworks has been a game-changer for my business! Our support operations are now streamlined and we’re able to provide a consistent experience to our customers across different channels, which is crucial as a Managed Service Provider (MSP).”
Business Challenge
Lack of integration across email, phone, and CRM made support workflows slow and manual
Missed or unlogged tickets led to billing inaccuracies and revenue loss
Rigid legacy systems limited scalability, innovation, and omnichannel service delivery
Business Outcome
Unified omnichannel experience with integrated telephony, email, and CRM
Improved billing accuracy through automated ticket capture and detailed reporting
Clearer workflows, higher agent productivity, and a 95% customer satisfaction score
AI Agents to fully resolve routine tasks
Freddy AI Agent automates up to 80% of software queries. Using no-code agentic workflows, it triggers actions across your tech stack to resolve tasks autonomously—not just answer questions.
Reset password or unlock account
Troubleshoot errors or bugs
Update billing details or plans
Guide through feature setup
More reasons to choose Freshdesk for your business
Seamless data transfer
Integrate Freshdesk with your CRM, Jira, Calendar, and email tools for quick data sharing that allows contextual resolutions.
Custom workflows for every use case
Automate onboarding, triage, and approvals with no-code workflows tailored to your team.
Flexible agent experience
Whether it’s support, QA, or product ops, customize agent views and ticket fields to match the different teams' work styles.
Frequently asked questions
Which software companies use Freshdesk?
Software companies like RingCentral, TeamViewer, DataBricks, SmartSheet, and Descartes use Freshdesk for their Customer Support needs.
Why is Freshdesk a good choice for SaaS and software companies?
Freshdesk helps SaaS companies manage customer queries, bug reports, and onboarding from one place- the Command Center. It improves response times and customer satisfaction with autonomous AI Agents & intelligent AI assistance.
Does Freshdesk offer self-service portals for software users?
Yes. Freshdesk lets software companies create branded self-service portals with FAQs, how-to guides, and community forums. This reduces support load and helps users find answers instantly.
How can Freshdesk’s AI help software companies resolve tickets faster?
Freddy AI Agent resolves upto 80% of routine queries, then and there, shortening resolution cycles. For queries passed on to live agents, Freddy AI Copilot automates ticket categorization, suggests responses, and surfaces relevant solutions from the knowledge base. This speeds up resolutions and reduces agent effort.
Is Freshdesk secure enough for software industry customer data?
Yes. Freshdesk uses enterprise-grade security with encryption, role-based access, and compliance with global data protection standards to keep customer data safe.
Uncomplicate software support with Freshdesk
14-day free trial. No credit card required. Zero commitment.