Freshdesk is a game changer!

Before Freshdesk, our customer service teams were handling enquiries from emails to multiple inboxes and Whatsapp. This meant that queries occasionally were mishandled, or there were miscommunications and missed messages between departments. Using Freshdesk not only unites all our communication into one channel, but it is easy to see conversation history with customers, as well as reporting and making it easier to liaise between departments. The chat feature has also proven to be very helpful for one of our departments, as it has reduced the number off calls we receive thanks to the bots, and the ability to handle multiple queries at one.

Freshdesk has certainly helped with customer satisfaction, as queries are handled by the right team, quickly and efficiently, with no overlap or miscommunication. The workload is more transparent, meaning that it is clear who is handling which tickets, and therefore the queries are handled faster than previously. the chat feature enables us to handle multiple enquiries at once, meaning that customer issues are resolved more quickly than they were over the phone.