Freshdesk is critical to supporting our users professionally

Presearch is a privacy focused search engine (no tracking of user activity or collecting of user data - much different than Google, etc.). We allow users to earn rewards for searching. We have a decentralized infrastructure with community members providing computers to do the searches. These people are also rewarded. We use Freshdesk for handling user support. We receive support requests related to the quality of the search results, issues with ads on the search engine, the user interface, rewards for users, rewards for the decentralized community computers, the search user account pages and the community members account pages. Freshdesk is invaluable for tracking all of the different types of requests, providing initial responses, prioritizing requests, managing our responses and providing statistics for our users and for management.

Freshdesk has definitely helped customer satisfaction and retention since we are much more responsive and more accurate in those responses than in the past since the details of an issue are well organized. We have not yet utilized any of the AI features of the platform, though this is something we are looking at for the future. There is a little pushback from some on the team, but we will work through this.