Cloud-based help desk solution partners with Amazon Redshift to allow businesses to consistently exceed customer expectations with measurable metrics
June 12, 2013
With the importance of customer support in creating word-of-mouth and managing churn steadily growing, support managers are increasingly moving from playing a purely tactical fire-fighting role, to a larger, more strategic function. It is no longer sufficient for customer support heads to simply quote numbers; they need to be able to provide intelligent insights to sales, marketing and product management.
Today, Freshdesk, the fastest cloud-based growing customer support software, announces the launch of FreshInsights, its next generation reporting suite with proactive insights.
Traditionally, businesses have had to rely on subjective metrics and disparate analytics sources to drive insights from customer support. With the new reporting suite in Freshdesk, support teams can immediately identify the biggest issues choking their support, what is pulling down support efficiency, and which customers they need to focus more on. However, FreshInsights goes beyond just offering reports and dashboards to helping managers identify red flags, and suggesting possible remedies for it. With FreshInsights, support heads can arm themselves with the information necessary to overcome bottlenecks, improve efficiency and win back detractors.
"Customer support managers do not have the luxury of time to comprehend complex dashboards, which means they have always had to compromise between presenting elegant reports and driving actionable insights," says Vikram Bhaskaran, Director of Marketing at Freshdesk. "With FreshInsights, customer support teams can now drive business intelligence, raise red flags and derive meaningful insights all from one place."
Solving the complex Business - Intelligence Paradox
The massive amounts of data that Freshdesk requires to drive insights across its SaaS-based customer support solution sparked a need to rethink the fundamental architecture. Most businesses look to pure-play SaaS business analytics solutions like ReportGrid and GoodData to handle their large reporting needs. However, sharing fragmented information across tools risks the chance of allowing inconsistent data, in addition to forcing users to jump across tools. In order to build FreshInsights to scale, Freshdesk partnered with Amazon’s Redshift, a petabyte scale data warehouse powered by Amazon Web Services.
"Traditional database architectures are not designed to scale across the millions of data points we need to create reports for thousands of businesses", said Shan Krishnaswamy, CTO of Freshdesk. "After researching over a dozen design, architecture and database alternatives, we discovered that Amazon’s Redshift was built exactly for the kind of data intensive business intelligence that we needed in FreshInsights."
Since the new reporting architecture offers over ten times higher performance than traditional databases, Freshdesk users can now generate highly customized and almost real-time reports with close to zero latency.
This isn’t the first time that Freshdesk has introduced a feature that has proved to be a game changer in the customer support space. In September 2012, Freshdesk came up with Freshdesk Arcade, integrating game mechanics to turn the boring chore of customer support into fun. Earlier this year, the company announced FreshThemes, the first completely customizable theme library for customer support portals.
To learn more about Freshdesk’s online help desk solution, visit: https://freshdesk.com, or check out a demo at:http://www.youtube.com/watch?v=wRNUsbNyFKs&lr=1&feature=results_right_video
Freshdesk is a cloud-based help desk software that allows organizations to support their customers through email, phone, website, Facebook and Twitter. With powerful features, an easy to use interface and a freemium pricing model that makes it essentially a free support software for small businesses, Freshdesk is widely used by companies ranging from startups all the way up to enterprises. For more information, please visit https://freshdesk.com or find us on Facebook: http://www.facebook.com/freshdesk or Twitter: @freshdesk.