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In Customer Service Last updated: July 20, 2023
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Freshdesk – The easy-to-use customer support software that helps you deliver delightful customer experiences.

Customer satisfaction is one of the most important business KPIs, and you should consider implementing top-notch products to set up your business operations and customer support system. It helps you give the best customer service.

Freshworks products such as Freshsales, Freshchat, Freshservice, and Freshmarketer help you skyrocket your business and make your customers happier than ever.


Customer happiness is the current buzzword. It’s a fact that happy customers are loyal customers. And loyal customers are more likely to recommend your product or service to their friends and family.

Here’s the thing: Customer happiness is a team sport. You need to get the whole team on board to win customer happiness. Everyone has to be on the same page: the marketing, sales, and support teams.

After that, you can serve your customers better and solve all their queries effectively. Freshworks is one of the market’s most popular customer service software, which fulfills all your customer support needs.

Before deep diving into Freshworks, let’s look at the customer service challenges businesses face.

Customer Service Challenges


When dealing with customers, the customer engagement department faces many difficulties. Some examples are given below:

Handling angry customers

When something goes wrong, customers become unhappy and might write bad reviews for your product or service on google or other platforms. In the world of customer service, stories like this are common. The challenge is to gracefully handle disappointed customers. A customer’s opinion of your company can be influenced by how you respond to them.

Make sure to sympathize with angry customers whenever you encounter them, and maintain your composure.

Unreasonable request from a customer

Customers occasionally request discounts, features, or customizations you cannot provide. These situations frequently occur for people working in customer service.

You must first determine whether you can meet the demands of the customers. If so, what will be the cost of it—in terms of time, resources, and money?

And finally, you need to contemplate it against the amount the customer will pay you. If it justifies the equation, you may go ahead.

Lack of appropriate tools


Your customers are impatient. They want a quick solution to their query. They don’t have time to wait around and expect you to meet them wherever they prefer to communicate. It can affect the whole process of a buyer’s journey and what they perceive about your company.

Solving customer queries on the spot on their preferred communication channel requires an omnichannel setup and appropriate tools to communicate and resolve customer queries.

Workflows for customer service are not coordinated with the customer journey.

If customer support workflows are not mapped out, bottlenecks or breakdowns may go unnoticed and unattended. Additionally, if clients encounter too many difficulties along the way, they might give up completely for not meeting their expectations.

To meet changing customer expectations, you must thoroughly understand your target market, their interactions with your brand, and what they need and want from you.

Are you facing the same challenges and want to know how to retain customers and give the best customer service?

Try Freshworks for your service but before that, let’s check why it is important to retain customers.

Why is it Essential to Retain a Customer than Acquire a New One?


Customers satisfied with your product or service will have confidence that your business understands their needs and is dedicated to helping them achieve their long-term objectives.

Retaining customers is one of the hardest and most important things to do. Therefore, retaining a customer is much more important than finding a new one.

If you are trying to run a sustainable long-term business, you need to ensure that your current customers are getting the best possible service they can get. You must look at ways to keep them engaged and ensure they are aware of your products or services.

Making your customer happy with your product or service should be part of your buyer’s journey, and tools like Freshworks help you to serve your customers better.

Freshworks will help your organization in providing value in the following ways:

  • Make the customer onboarding process effective.
  • Give customers individualized experiences.
  • Get feedback and implement a feedback channel for customers.
  • Start a program for customer retention.
  • Establish a feedback loop for clients
  • Reward advocates and devoted clients

And you can do all these things with Freshworks products.

How do Freshworks Work Best if You Want Your Customers to be Happy?


Freshworks is a wholesome SaaS-based service provider around the globe. It is easy to understand and use.

Furthermore, it focuses on all kinds of enterprises, big or small. It helps businesses to provide their customers with the best possible services.

Now Let’s check the main features of Freshworks.

Management of Contacts and Reporting

Sorting through data and leads is one of the most significant difficulties in managing customers.

Freshworks has a strong data sorting component because of its data deduplication functionality, which is supported by its AI engine. It provides reminders and alerts to help agents stay on top of their customer contacts. It even warns you when a deal is rotting or a customer contact has become stale and needs attention.

A lead is the starting point of the CRM workflow in Freshworks and serves as its entry point. The lead will eventually become a contact, depending on the threshold set. Here, the association company details will already be filled in with the person’s name to make it easier for you to understand them quickly.

The system pulls data for specific contacts from various sources, including Facebook, Twitter, and LinkedIn. This way, you can determine the contact’s areas of interest and use that information to help you start a conversation with them. Leads can be filtered using various criteria, and you get a lead score for each success you have with them.

Artificial Intelligence Assistant

To use historical data and conduct analysis that enhances processes, Freshworks uses its artificial intelligence assistant, Freddy. It gives you predictions and insights that will help you win more deals. It alerts you on areas where activity has suddenly changed, allowing you to respond to these situations quickly.

Freddy will let you know if you are about to close a deal or lose a customer based on the activity level and assist you in spotting worthwhile deals.

Communication Options

The ability to communicate effectively is one of the most important aspects of customer management, and Freshworks has many features to support this.


Call recording, integrated VoIP calls, and email templates are all included to make tracking easier and prevent manually entering updates. The goal is to carry out all of your communication through the software. The tracking metrics included with the email templates let agents see which leads are the most effective.

You can link any IMAP-compatible email account to Freshworks, including Gmail, Microsoft Office 365, Zoho Mail, and others.

This CRM’s capacity for automating manual tasks ranks among its key strengths. As a result, it is simple for the software to set up workflows and triggers that notify you when certain milestones are reached.

Products of Freshworks


Freshworks offers the below products that will help you increase your customer happiness in an organized way:-

  1. Freshservice
  2. Freshdesk
  3. Freshchat
  4. Freshsales
  5. Freshmarketer



Organizations can streamline their IT operations with the help of Freshservice, a cloud-based IT help desk and service management solution. The solution features include an online knowledge base, a self-service portal, and a ticketing system.

Freshservice pricing starts from the starter plan at $18.34/month for growing business to $73.41/per month for the enterprise level. Freshservice provides 21 days free trial with all the features of paid plans.


A feature-rich and user-friendly cloud-based customer support tool is Freshdesk. You can assist clients using their preferred communication channels with various support options, including live chat, email, phone, and social media.

Freshdesk pricing starts from a growth plan at $14.77/agent/month for growing business to $85.01/agent/per month for the enterprise level. It also provides free plans for up to 10 agents for startups.



Customer engagement, sales, and support can be accomplished through Freshchat. It brings the continuity of consumer messaging apps to businesses, helping them convert visitors and delight customers.

Freshchat pricing starts from a growth plan at $14.77/agent/month for growing business to $85.01/agent/per month for the enterprise level. It also provides free plans for up to 100 agents for startups. Freshchat free plan also includes chatbot and chatbot analytics.


Are you searching for a CRM? For your sales and marketing teams, consider Freshsales (previously Freshworks CRM), a cloud-based CRM. Small and large businesses alike can use the innovative business software provided by Freshsales CRM to help businesses grow more quickly.


Freshsales pricing starts from the growth plan at $14.77/agent/month for growing business to $85.01/agent/per month for the enterprise level.


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In addition to helping you manage your contacts and lists, design and deliver effective marketing campaigns, and automate email marketing, Freshmarketer is a full-featured marketing automation suite. It is even simpler to keep organized, uniform data on your customers and leads, thanks to the Fresh Market-Freshsales integration.

Freshmarketer pricing starts from a growth plan at $19.71/month for growing business to $310.74/per month for the enterprise level. Freshmarket free plan provides 100 marketing contacts per month and allows contact lifecycle stages, Shopify integration, website tracking, and create email marketing campaigns.

Alternatives to Freshworks

Although Freshworks is the best tool, it is always best to compare the features with similar products for more clarity. Let’s check Freshdesk alternatives.


Zoho is a cloud software. It provides software for productivity and collaboration and tools for online business, including word processing, spreadsheets, presentations, databases, note-taking, wikis, web conferencing, project management, invoicing, and other devices.


Freshdesk has a built-in chat and phone system, making it a real omnichannel solution. Therefore, Freshdesk allows you to completely benefit from an effective omnichannel solution, unlike Zoho Desk, which only lets you use a telephonic system that isn’t included in the helpdesk.


Zendesk strives to raise customer engagement for support, sales, and customer success teams.

It aids in data gathering, evaluation, and enhancement of the complete customer experience. You automatically receive detailed reports about client inquiries, provides AI efficiency to resolve tickets, and many other things.


Zendesk provides tools for sales teams and doesn’t have a marketing product, but Freshdesk may be used independently or in conjunction with other Freshworks products. Customers of Zendesk appreciate the ability for customization, extensibility, and a vast user base.


Freshworks is a software company providing online helpdesk service. It helps companies manage their clients & improve their client satisfaction and reduce their support costs.

Freshworks is highly beneficial for businesses looking for a cost-effective support solution. It is easy to use, cloud-based, easy to access, and manages all your customer support needs.

Freshworks is a full-suite solution that will assist you in managing business and serving customers across all sectors with its wide range of products. Business owners should consider implementing Freshworks products for their business and customer success strategy.

You may also explore some best contact management software for small to medium businesses.

  • Shalabh Garg
    Shalabh Garg is a content writer & SEO professional who loves writing on technology, SEO, digital marketing, emerging marketing trends, and tools. He is passionate about food, traveling, and cricket.
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