Community forums: Allows businesses to create forum pages for their customers where they can post their questions and get insights from fellow users.Customer satisfaction surveys: Lets users send surveys after resolving cases to get customer feedback.
Below are features we find most beneficial for users:
Insightly Service offers a total customer view and a customizable dashboard to track agent performance.
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Users who need a free plan or free trial can consider Freshdesk, while those who want month-to-month plans can consider Zoho Desk. However, Insightly Service has no free plan, doesn’t allow a free trial, nor month-to-month billing plans. It has customizable dashboard reports for tracking agent performance against key performance indicators (KPIs), and can scan keywords in tickets to get actionable insights on the nature of recurring customer issues. It provides users with a robust view of their customers, including communication and activity history-helping agents offer a more personalized approach to their servicing. Insightly Service is a service and support application built natively within Insightly’s customer relationship management (CRM) software. Social media integration: Lets users communicate with their customers on social channels like Facebook or Twitter, and receive notifications about important tweets from its AI-powered social signals monitor.Self-service support: Allows users to publish a branded knowledge base and add a chatbot or website widget, helping customers quickly find the answers they need on their own.Chat and messaging: Lets users engage customers through live chat and various messaging platforms, including popular services like WhatsApp, Facebook, and Apple Business Chat.Email ticketing: Allows users to automatically convert customer emails into help desk tickets to track, prioritize, and resolve support requests in one place.Freshdesk Featuresįreshdesk offers workflow automation and 360-degree customer views to increase agent productivity. Users who want a free plan that covers multiple communication channels can consider HubSpot Service Hub, while those who want access to 24/7 customer support can consider Insightly Service. It also doesn’t provide around-the-clock customer support.
However, Freshdesk’s Omnichannel support option doesn’t have a free plan. It provides agents with 360-degree customer views and guided resolutions to improve call productivity. Freshdesk automates agent workflows and resolves routine questions with bots and artificial intelligence (AI). It can also categorize and assign tickets to the right rep based on availability or expertise. The channels include a help desk, live chat, email, and ticketing. Monthly subscriptions are also available at slightly higher rates.įreshdesk offers users multiple communication channels, helping them manage customer queries efficiently.