An All-Inclusive Tool

We manage all our customer requests through Freshdesk and the related services. (i.e. Freshcaller and Freshchat). We have also integrated our social channels, like Instagram e Facebook in order to have an all-around view of all interactions. Since our customers use different channels, thanks to Freshdesk we have a general overview of each contact. It gives us the opportunity to identify different clusters of requests related to various products (i.e. Travel or Events or Virtual Meeting) The analytics reports are also very useful if you need to identify a specific trend or understand where to develop a different procedure. It would be interesting to have more integrations, but overall is a very complete tool.

We definitely recommend Freshdesk because it can cove multiple channels and that gives freedom to the customer as well, since they can use their own preferred channels without fear of not receiving a response. The general NPS and C-sat scores have shown a steady increase thanks to that and the customer active responses are generally very good.