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Bonfire Rating: 4.8/5 Freshdesk could be the key to unlocking your true customer support potential.
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/*! elementor - v3.13.3 - 22-05-2023 */
.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block} As a small business owner, you probably understand how important great customer service is. Not having the right support operations in place can cost time and money if you end up losing loyal customers due to mismanagement. I’m AJ, and I’ve used a ton of customer service platforms while building my digital agency over the last decade . I have a ton of experience with what works and what doesn’t . My goal is to share my knowledge with as many like-minded entrepreneurs and small business owners as possible. One of my favorite tools these days for customer service management is Freshdesk, a cloud-based help desk platform. The Small Business Bonfire team and I went in-depth for this review, testing Freshdesk for months in order to give you our honest opinion on the software . Let’s get into it! Be sure to also check out our list of the best CRMs for small businesses after you’re finished!
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You Can Trust Small Business Bonfire Since 2009 Small Business Bonfire has been testing and rating thousands of business software to help you (our small business owners) start & scale your organizations. If you want to know more about how we test, please read this article here.
/*! elementor - v3.13.3 - 22-05-2023 */
.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px} What is Freshdesk?
Freshdesk is essentially a tool for managing all of your customer support operations in one place. It’s part of Freshworks, and it works in conjunction with all of the other Freshworks apps . Freshdesk helps you provide customer service through multiple channels , all from the Freshworks CRM hub. We should note that while it works well with a lot of other tools, it can also be effectively utilized as a standalone customer support software . Here are some features offered by Freshdesk: Ticketing system for customer inquiries App integration (with lots of popular apps) Multi-channel support (team inbox) Automation capabilities Support Desk (with mobile app) Team collaboration Analytics & reporting Freshdesk is great for small and midsize businesses that want to take advantage of its impressive free plan . With the free version, you gain access to their ticketing system, which allows you to integrate your tickets with email and social media . This can be a game-changer for companies that don’t have a huge influx of customer queries but still want a free option to manage tickets in real time. If you’re willing to upgrade to their higher plans, there are a ton of automation and customer journey tracking capabilities . Basically, Freshdesk brings out the big guns when you get to the Enterprise level.
Pros and Cons of the Freshdesk
Freshdesk Pros
The free plan lets you get a feel for the service
21-day free trial (on all plans)
Great standalone customer service platform
Automation capabilities make it easy to manage customer inquiries
Integrations with popular third-party apps
24/7 technical support (email with the free plan)
Freshdesk Cons
Customization options require higher-tiered plans
Not as much CRM integration as other software
No phone support on the free plan
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Visit Freshdesk For Pricing
Who is Freshdesk Best Suited For?
Freshdesk is a fantastic option for small and midsize businesses that need a standalone customer service platform. Some examples of this are: eCommerce Stores: Freshdesk can be used for tracking orders, managing customer inquiries, and automating customer service tasks. Local Services: Businesses like plumbing services, HVAC services, or landscaping businesses can use Freshdesk to manage customer inquiries and appointments. Restaurants: Freshdesk is great for managing customer complaints, reviews, and suggestions. It’s also great for entrepreneurs who already utilize Freshworks and want to add their customer service tools to the platform. While it may not offer the best CRM data integration in the market, Freshdesk provides a ton of automation and tools to help your customer support team thrive .
Who Is CRM Not Suited For?
Freshdesk is not necessarily best suited for large sales teams that require users to track and manage customer data through the entire sales lifecycle in real time. It should be said that they do a great job working with Freshworks’ other systems, but there are a few better options out there specifically for CRM integration and ease of use . There’s really no downside to having it as a tool in your toolbelt, though (since it’s free to use).
Freshdesk Software Pricing
Freshdesk offers a free plan + 3 paid plans. The free plan offers some useful features that can meet basic customer service needs. However, if you’re looking for more advanced features like automation and multi-channel support, the paid plans are definitely worth considering . Here are the 3 paid plans offered by Freshdesk: Growth – $15/month, billed annually (a great start for small businesses) Pro-$49/month, billed annually (perfect for scaling your business) Enterprise-$79/month, billed annually (for large businesses and enterprises)
