Your customer agents will love you for these apps!
“Customer service is the new marketing; it’s what differentiates one business from another”
– Jay Baer
Rising customer expectations can keep most business leaders awake at night. – Modern businesses not only require a great product to be successful, but they also require equally excellent customer service. According to a report by PwC, 65% of all consumers find a positive experience with a brand to be more influential than great advertising. But how do you provide customer service that stands out?
It is by making your agents happy and their job easier. As simple as that! With improved agent experience, you can expect a higher customer satisfaction score within your organization, which has a more significant impact than you might think!
With a positive work environment, you also need to empower your agents with the right tool, which makes their job easier without adding multiple products to your tech stack. The right apps can reduce the number of clicks that agents need to solve customer queries, communicate better with customers/stakeholders or automate mundane tasks.
Your friendly neighborhood Freshdesk!
Freshdesk has been a revolution in transforming the way agents interact with customers. Happy agents drive happy customers! With Freshdesk’s dynamic and intuitive platform, ticket management is ridiculously easy for your customer agents.
But what if you need something more? Managing multiple tickets or stakeholders can be tricky. Always be on top of customer problems or queries and improve your agent experience with our chosen set of apps for Freshdesk on the Freshworks Marketplace.
Freshworks marketplace:
If you want to extend your Freshworks product capabilities and take it one step above, including Freshdesk, our marketplace is where you need to be. With more than 1100 public apps and many more custom apps, you might want to bring a larger shopping bag!
Let’s look at five awesome apps that will significantly improve your agent and customer experience and set you up for success.
Google Calendar
Managing customer calls is easier than ever before with the Google Calendar integration for Freshdesk. Customer support agents can now manage customer calls and schedule new ones from the helpdesk portal itself. This means no more switching between multiple tabs or contexts. Schedule or manage calls with a few clicks. Your agents can now get an entire support history of the customer and manage interactions from the same place, reducing time and multiple touches.
Now can you imagine a scenario where your agent has to log in to multiple portals, extract all necessary customer details, schedule a call using a separate tool and at the same time have an accurate context of the customer problem?
Here is a quick guide to get you started with the Google Calendar integrations for Freshdesk.
Check out the app on our marketplace now: https://www.freshworks.com/apps/freshdesk/google_calendar
Atlassian Jira plus
If you want to drive customer satisfaction, you need to be on top of feature requests, bugs or issues reported by the customers at all times. With Freshdesk’s Jira plus integration, agents and engineers can work better with each other while having complete transparency on the customer problem or request. A seamless two-way connection between Freshdesk and Jira lets your engineers be on top of customer requests or issues and your agents on the progress with the help of real-time notes and comments. A 360-degree view of every issue ensures your customers get better and faster support.
With an option of viewing custom Freshdesk ticket fields on Jira with this integration, engineers can now prioritize issues based on the severity and the number of customers affected. Make the life of your customer agents and customers easier with Atlassian Jira plus integration for Freshdesk.
Here is a quick guide to get you started with our Jira plus integration.
Check out the app on our marketplace now: https://www.freshworks.com/apps/freshdesk/atlassian_jira_plus
Slack and Freshdesk integration
Resolving customer issues or queries might need buy-ins or support from multiple stakeholders within your organization. Communicating necessary details or escalations individually or through a trail of emails might be an added challenge for the agent and the organization.
With the Slack and Freshdesk integration, team collaboration on tickets is more agile through a unified communication channel. With the surge of remote teams working across time zones, cross-functional collaboration is a crucial differentiating factor in providing a delightful CX.
Using the Slack app on Freshdesk, you can instantaneously push all ticket updates and notifications to Slack with Freshdesk’s automation capabilities. Slack also lets you send DMs to agents directly from Freshdesk with any assigned or updated tickets. Wait, we have more!
Not only this, using Freshdesk app on Slack relevant teams or stakeholders can create or manage open tickets, add private notes or reply to customers directly from Slack, without the need to juggle between multiple tabs! Update relevant channels automatically with ticket notifications in real-time and let other team members or non-Freshdesk agents collaborate on tickets directly from Slack.
Here is a quick guide to get you started on the Slack app for Freshdesk.
Check out the app on our marketplace here: https://www.freshworks.com/apps/freshdesk/slack_v2
Check out the Freshdesk app for Slack here: https://fwbuzz.slack.com/apps/AV2AU01M2-freshdesk?tab=more_info
Microsoft Teams
If Microsoft teams are your go-to team collaboration tool within your organization, our MS team app for Freshdesk lets your agents manage tickets right from within teams without the need to jump from one tool to another.
With MS teams integration, you can get instant notifications from Freshdesk on ticket updates within the platform. You can directly reply or engage with your customer or add notes for your teammates from Teams. Any replies or notes get reflected automatically on Freshdesk, which reduces the time to resolve tickets and promotes cross-functional collaboration. Discover a new way of managing customer issues with Microsoft Teams for Freshdesk.
Refer to our get started guide on the Microsoft Teams app for Freshdesk. (link)
Check out the app on our marketplace now: https://www.freshworks.com/apps/freshdesk/microsoft_teams
Mailchimp
Emails are a tried and tested method of driving effective communication with your customers and prospects. When communicating with thousands of active customers and providing them active support, how do you ensure they receive information that is relevant and adds value?
Mailchimp app for Freshdesk lets your support agents and other customer-facing teams extract crucial customer insights from within the support portal and push relevant and vital updates through emails. Track which email lists customers is a part of and their engagement level with each campaign. Want to push personalized emails to customers based on their support history? No problem. With Mailchimp integration, you can do this and much more. Supercharge your product communication with Mailchimp!
Find out more on Mailchimp for Freshdesk from this solution article.
Check out the app on our marketplace now: https://www.freshworks.com/apps/freshdesk/mailchimp
Dropbox
Working on an open ticket with a customer might require your agent to share documents, videos, solutions sheets, or other collaterals with a customer for a better issue resolution. The Dropbox app for Freshdesk enables support agents to link their Freshdesk account with dropbox and share documents seamlessly. Customers can also leverage this integration to attach screenshots, video clips, or necessary documents to communicate better with the agent.
Attachments or files uploaded using the Dropbox app are not stored in Freshdesk. They are hotlinked from Dropbox, removing any file size restrictions and reducing any other file uploading difficulties. Drive transparency to your customer service with Dropbox
Check this link on Dropbox for Freshdesk to get started.
Check out the app on our marketplace now: https://www.freshworks.com/apps/freshdesk/dropbox
The Freshworks marketplace has many such applications specially designed to extend our Freshworks product capabilities so that you don’t have to pay for multiple tools in your tech stack. With more than 1100 public apps and many more custom apps, there is always something there for you to delight your end-users even more.
Check out the Freshworks marketplace today!