Support agents can respond and earn the love of customers even when they are on the road, from their iPhones and Androids
August 08, 2012
Freshdesk, the fastest growing social customer service platform, today brings its online help desk solution to the mobile devices of thousands of support agents through FreshMobile, its new HTML5 mobile app. With this latest addition, Freshdesk brings the power of "customer support on the road" to growing businesses right from the web browser of their mobile devices. Now support teams across the globe can resolve tickets, manage their help desk and earn the love of customers instantaneously, and enjoy a seamless experience supporting customers through their work stations, tablets and mobile phones.
Freshdesk already offers businesses the ability to take customer support wherever their customers are—through phone, email, Facebook, Twitter and even online communities. With FreshMobile, Freshdesk now lets agents to resolve customer queries on the fly, without being chained to their desks and PCs to answer requests.
Unlike other online help desks solutions, with the FreshMobile app, Freshdesk allows support agents to create, save and reuse templates for replying to tickets on the go. Since typing on a mobile device can be clumsy and difficult; these reusable "canned responses" save agents time, energy and frustration. FreshMobile also brings the much loved "Solution Suggest" capability in Freshdesk to the mobile phones. With this capability, Freshdesk suggests the most likely solutions from the knowledge base, corresponding to each ticket.
Also unlike other support solutions, which offer native apps or PC-rendered HTML frameworks, Freshdesk’s HTML5 mobile app allows agents to access FreshMobile on the mobile web from any device. As newer mobile operating systems, interfaces and devices are introduced, support agents do not need to update or install new native apps. FreshMobile streamlines the customer support experience across all these devices and syncs responses and customer history across any digital touch point, be it smartphone, tablet or desktop website.
"With customer support increasingly being viewed as an integral business function, help desks need to be able to resolve issues as they happen, no matter what time of the day," says Girish Mathrubootham, CEO of Freshdesk.
"With FreshMobile, support teams can be connected and solve customer issues in real-time, without being tied down to their desks."
Over the past few months, Freshdesk has introduced numerous capabilities in its product to boost support agent productivity. Support agents could already resolve issues, and manage their help desk via email using Email Commands. With FreshMobile, Freshdesk is bringing the power of social customer support into the pockets of support agents.
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.