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Freshdesk Sweetens its Customer Support With SugarCRM and Salesforce Integrations

Sales teams are empowered with customer support information from their Freshdesk help desk, right inside their favorite customer relationship management software.

Walnut, California August 01, 2012

Today Freshdesk, the growing online help desk software, announces two more ways for brands to engage with their customers, using tools and platforms they already are familiar with. Freshdesk is integrating with Salesforce and SugarCRM, giving sales and support teams the ability to seamlessly collaborate, manage and interact with all of their customers.

When a customer submits a support query, support agents are able to see which sales person closed the deal and who is currently working with them, giving support teams more information to prioritize issues and determine the amount of attention needed for each request. Furthermore, sales managers can see if their customers are already in the process of receiving customer support, or have support questions before picking up the phone to follow up on a lead.

In addition to viewing all a customer’s support and sales history from Salesforce and SugarCRM, sales teams can instantly respond to queries from their leads from the CRM and have their conversations captured for the support team on Freshdesk.

Sales teams have a lot to gain from developing a more symbiotic relationship with customer support agents. Business prospects that have already contacted support and have had a good experience are more likely to convert to a sale. Tailoring sales strategies to a prospect’s history of technical problems could be the determining factor when trying to close a deal.

"Freshdesk’s integration with two of the biggest forces in CRM makes it easier than ever to track the things that are most important to a business," says Freshdesk CEO, Girish Mathrubootham. "With these new Salesforce and SugarCRM integrations, businesses can now bring critical context to both sales and support teams, and become beloved brands that can support customers across the broadest set of touchpoints."

Freshdesk already allows businesses to super-charge their support teams by integrating their help desk with a number of essential and popular software for live chat, invoicing, analytics and CRM. The current integration with Salesforce and SugarCRM allows businesses to tie their customer support and sales processes together.

The company recently integrated with various Google features and added support for Facebook messages for brand pages. With Google Analytics, Google Contacts and Gmail Gadgets integrations, businesses around the world can manage their helpdesk right from Gmail, while Freshdesk’s Facebook messages support for brand pages is bringing an unprecedented level of privacy for customer support on the social platform.

About Freshdesk

Freshdesk is a social customer service software that allows companies of any size to support customers through both traditional support channels like email and phone, as well as social networks such as Facebook and Twitter. Widely used by startups and enterprise businesses alike, Freshdesk’s intelligent features and easy to use interface, make Freshdesk a customer support solution that any business can afford. With a freemium pricing model, Freshdesk is a powerful free support software for single agent help desks.

Media Contact

Arvind Parthiban