Name: FuseDesk
Price: 39 USD
Author: FuseDesk

Help Desk

Web and Video Conferencing

Customer Support

Mind Mapping

Mobile App Development

Development

Business Intelligence (BI)

Collaboration

Communications Platform as a Service (CPaaS)

Org Chart

Enterprise

Accounting

Payment Gateway

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Recruitment Automation

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

API Management

Cloud Storage

Component Content Management

Data Quality

Desktop Outsourcing

Electronic Data Interchange (EDI)

Fraud Detection

IT Infrastructure Monitoring

IT Service Management (ITSM)

Identity Governance and Administration

Industrial IoT

Infrastructure-as-Code (IaC)

Integration Platform as a Service (iPaaS)

Managed Print

Network Performance Monitoring

Relational Database Management Systems

Session Border Controllers

Solid State Drives

Static Application Security Testing (SAST)

Static Code Analysis

Tower Servers

Traffic Switching

Virtual Private Network (VPN)

Vulnerability Management

Information Technology

A/B Testing

Ad Serving & Retargeting

Advertising Agency

All-in-One Marketing

Consumer Ratings & Reviews

Content Management

Email Marketing

Heatmap and Session Recording

Intent Data

Marketing Automation

Marketing Resource Management

Social Media Management

Survey & Forms Building

Video Streaming

Web Analytics

Webinar

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation

Multichannel Retail

Sales Gamification

Sales Intelligence

Sales

Secure Service Edge (SSE)

User and Entity Behavior Analytics (UEBA)

Security

Car Rental

Commercial Drone

Equation Editors

Insurance Agency Management

Public Sector Software

Real Estate Property Management

Trucking Software

Vertical-Specific

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FuseDesk is a customer service platform designed to streamline customer support operations and improve customer satisfaction. According to the vendor, this solution is suitable for businesses of various sizes in industries such as e-commerce, membership sites, law firms, info marketers, coaching and consulting companies, and software and SaaS companies. FuseDesk aims to help businesses effectively manage their customer support across multiple channels, teams, and reporting, facilitating efficient and personalized interactions with customers.

**Key Features**

**Omnichannel**: According to the vendor, FuseDesk integrates various communication channels, including email, live chat, SMS text messaging, Facebook Messenger, and Instagram DM, into one platform, eliminating the need for additional add-ons.

**Reports**: The vendor states that FuseDesk provides detailed reports offering insights into cases, products, and agents. These reports can assist businesses in planning for peak demand, identifying trends, and measuring customer satisfaction. They can also be exported, shared, or integrated into third-party dashboards.

**Templates**: FuseDesk offers user-friendly templates that support agents can utilize to expedite and personalize their support responses. The vendor claims that these templates can be customized with merge fields from the contact record, enabling efficient and personalized customer interactions.

**Automations**: According to the vendor, FuseDesk allows businesses to automate workflows and processes, freeing up support agents' time to focus on more critical tasks. The two-way CRM integration ensures that contacts and case histories remain synchronized, enabling powerful automation capabilities.

**CRM Integration**: FuseDesk seamlessly integrates with CRM systems, enhancing customer profiles, templates, and automation capabilities. The vendor emphasizes that all communications and case history are stored on the contact's record in the CRM, providing a comprehensive view of each customer.

**Live Chat Messaging**: FuseDesk's live chat feature facilitates customer-business interactions on web and mobile devices. Customers can initiate live chat conversations, and businesses can send targeted outbound messages based on buyer behaviors. The vendor claims that live chat integrates with CRM systems, enabling agents to leverage CRM data during chat interactions.

Basic

Help.com Chat

Help.com

GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow system for prioritizing tickets.

GrooveHQ

FuseDesk

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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FuseDesk

Overview

What is FuseDesk?