Which helpdesk is easy to migrate from ZenDesk?

Customer service is the main motto with which almost all businesses run. In this cut-throat competitive market, providing the best customer service can help in giving a better edge to the business definitely. This is the reason various helpdesk solutions have been launched so that better problem resolutions can be done and the customer remains happy and satisfied. Some of the most popular helpdesk solution providers include ZenDesk, ZohoDesk, HelpScout, FreshDesk etc. Though the main platform might be the same for all the solution providers, there are some differences in features and functioning.

Migration from one helpdesk solution to the other is also quite a common thing. Many people look for migration for getting better features and services. If you are on ZenDesk and looking to migrate to FreshDesk, you can do the same without any problems and hassles. There are specific steps and instructions which need to be followed for the process of migration to be successful. Before you migrate to FreshDesk from ZenDesk, it is important that you know about the platform in details along with the various features.

What is FreshDesk?

FreshDesk is a helpdesk software, which is cloud-based and helps in offering everything that a business needs for delivering exceptional support to customers. The best thing about FreshDesk is that it is affordably priced and it is free for the first three agents always. The emphasis of the software is on usability and there are all the tools in the software, which are needed for attracting the customers. The software comes with smart automation, robust multichannel capability, and supercharged agent productivity.

Detailed benefits obtained from FreshDesk helpdesk solutions

It is obvious that when one shifts from ZenDesk to FreshDesk, it is for the features and the benefits that the cloud-based platform provides to customers. Mentioned below are some of the benefits offered:

• Ticketing – The tickets which are raised by the customers are labelled quickly and accurately by the system. Then they are sent to the right person or team immediately so that quick response and resolution to the problem is sought. This helpdesk solution also provides the opportunity of customizing the tickets and fields with ticklers so that your business gains from the same.

• Email ease – With FreshDesk, your inbox gets team-wide support. This means that all the agents will be on a single panel with status update for each and every customer mail. In this manner, no email goes unnoticed and unresolved in the vast ocean of emails. With this feature on offer, agents can seek assistance from one another in case of a problem or issue and can collaborate on different issues to provide the best solution to the customer for his problems.

FreshDesk also comes with proactive agent-collision detection feature. This feature helps in preventing two agents attending the same problem and providing the same response to a single customer. This feature saves time and efforts of the agents and the customer gets the best solution to his problem at the same time.

• Better knowledge base – FreshDesk comes with a rich and comprehensive knowledge base for all new agents. In this way, the agents will be able to provide the right answers to the customers. FreshDesk’s intuitive interface offers answer suggestions from the knowledge base, which is mainly based on the various queries of the customers.

There is also a FreshDesk self-service portal, through which customers can be engaged more and they can sort answers to their queries. Along with customer engagement, this system also helps in minimizing the support workload considerably.

• Automations – Automation is very important and FreshDesk excels in the same. Instead of manual categorizing, prioritizing and assigning works, let the system do that for you. FreshDesk’s system is automated and till the process of dispatching tickets to resolution, everything is handled automatically. No manual processing is involved, making the work smooth, easy and error-free. There are no scopes of missing any call or any mail.

• Time tracking facility – For assessing the performance of your agent, it is important to track the time taken by the agent in resolving a particular issue. Notice the turnaround time for each customer by the agent. This is also an opportunity of identifying trends, patterns, opportunities and bottlenecks for improving the support that is provided. FreshDesk’s time tracking feature is indeed an attractive one and valuable one as well.

• Social media – Almost everyone is on social media now. With FreshDesk, you will be able to track down the posts which your customer makes on social media regarding the product. If the post is positive, it gives great opportunities for brand building and promoting your product. More numbers of people come to know of the product and it acts as great promotion. Moreover, the support teams get complete visibility across the various social channels.

• High chances of customization – This is one feature of FreshDesk, which is highly appealing for the businesses. FreshDesk has been seen working with companies of all statures – right from startups to small businesses to medium organizations and enterprises. The support portal can be customized by the business so that it remains in sync with their business idea and brand with addition of logos, different colors etc. In many cases, it has been seen that the HTML in the portal pages have been rewritten so that there is synchronicity with the look and feel of the company website. The best thing is that this change will need small amount of time and effort.

• Gamification – Handling a customer support job is actually boring when done for a long period of time. This is where FreshDesk brings some changes for the agents. There are internal game mechanics in this helpdesk support solution and it makes customer support a fun game for agents. Employees are often seen using the gamification concept as a kind of motivational tool so that they can compete with their peers healthily while solving various kinds of issues reported by the customers. Gamification has become an emerging strategy all over the world for boosting employee and customer engagement. The result is great gains for the business.

• Community building and support – With FreshDesk, you can easily build a community of customers, who have same kinds of problems and queries or otherwise. Create a section where various kinds of tips, best practices, advice etc. can be shared. This exchange of ideas is useful for the customers as well as for the agents. It betters their problem solving abilities and opens up channels of thoughts as well.

• Multi-product support – With FreshDesk, it is possible to set up exceptional support system across all the products. This means that the platform can provide one solution for different brands, if the problem or the issue is a common one.

• Global support – The global support feature is really important in today’s world where the business is not confined to a geographical area. FreshDesk offers support to different kinds of customers across the world in different languages and different time zones. The global time and global language feature is truly a useful and interesting tool of FreshDesk.

There are different plans in which FreshDesk is made available. Choose the plan which is in sync with your requirements so that the best customer support can be offered.