More often, the customer-comes-first mentality is incorporated into business strategies. A sound understanding of customers is key to outstanding customer service and returning, loyal patrons.
Yet, your company Freshdesk's top features might not be enough. The challenge of innovations is developing a deeper understanding of customers rather than just asking them what they want. So, you need additional functionality, which doesn’t mean switching from your solution. Instead, look through a marketplace for integration options.
Let’s check the extra possibilities you can get for your Freshdesk and satisfy the unmet needs of new customers. How about enlisting the best Freshdesk applications for four categories: ‘helpers,’ productivity apps, support extensions, and surveys?
Disclaimer: The appearance of apps in the post is random and doesn’t show any specific preferences.
How extensions will help your Freshdesk
If you look for extensions or apps for your platform in the Freshdesk marketplace, you get about 300 options. Of course, there are pretty different apps, but they may substantially facilitate your customer support team routine. Roughly speaking, you can get 'helpers' with tickets and chats. So, let’s get to the point and review them.
- Cx MOMENTS AI
- Auto Ticket Merger
- Google Hangouts Chat
- Microsoft Teams
- AmplifyReach
- AmplifyReach Chatbot
- Freshsales Conversations
'Helpers' to improve your experience with tickets
#1 Cx MOMENTS AI app enhances ticket tagging and routing. The process is automated and based on the NLP analytics (for tagging) and the Observer rules (for routing or sending a self-service reply). The tags created by AI also can be used as filters in your Freshdesk reports. The app helps to detect common customer issues and weak spots in support team performance and prioritize self-service content.
Example of Cx MOMENTS AI Application's Interface. Source
#2 Auto Ticket Merger. You can guess what this app does. It automatically merges the tickets of the same customer within a short period. For example, the following tickets will be merged with the first and marked as "closed." Yet the app uses an email ID, so if the ticket is raised from a social media account, it won't be merged. This solution isn't compatible with Freshdesk's old look, so you'd better seek a free trial to see how it fits in your design language.
Example of Auto Ticket Merger Application's Interface
The following two apps will deliver you updates on the tickets you are assigned to in #3 Google Hangouts Chat or #4 Microsoft Teams. Being one of the best Freshdesk apps will inform you about any updates, responses, and notes on your ticket while you work with your colleagues on Google Hangouts chat or Team in real-time.
Example of Google Hangouts Chat Application's Interface. Source
Example of Microsoft Teams Application's Interface. Source
Apps that enhance your conversations with customers
#5 AmplifyReach chatbot for sales and CRM uses sophisticated AI techniques to carry on human-like interactions. You don’t need coding skills but use an intuitive conversation builder to create and test your conversations. Your support team can apply to mobile, web, and social media channels.
Example of AmplifyReach Application's Interface. Source
Also, AmplifyReach offers #6, a chatbot that answers FAQs. The app automates conversations for sales, marketing, and customer support teams. You need to connect with the AmplifyReach Catalyst Platform to determine the price.
Example of AmplifyReach Chatbot Application's Interface. Source
Another app to enhance your conversations with customers is #7 Freshsales Conversations. This free Freshsales-Freshdesk integration collects relevant customer information gathered by sales representatives on Freshsales through different communication channels and lets you view the same in Freshdesk.
Example of Freshsales Conversations Application's Interface. Source
How to become more productive
The most generalized concept of productivity states that it is the output divided by the input. Thus, there are a lot more factors that affect the productivity of your performance: product or customer service itself, available equipment, and automation. Also, there are such human factors as motivation, training, work methods, and management style.
Among the best Freshdesk marketplace apps, these 'helpers' will improve your performance in ticket resolution, team weak spots tracking, and make interactions with customers more vivid.
#8 Email Tracking for Freshdesk. With its help, you will know for sure if the client opened your email or not. Since the app tags the tickets as seen or unseen, you can create views and take further action.
Example of Email Tracking for Freshdesk Application's Interface. Source
The following plugin will boost the productivity of your team. With the #9 Chargebee, your agents can view all the details of a customer’s subscription in the support ticket. Of course, the fact that this plugin is free of charge is a cherry on top.
Example of Chargebee Application's Interface. Source
#10 Miuros Assist is another extension that will help you improve your work efficiency and productivity with Freshdesk. It runs autonomously across text-based communication channels and is compatible with various languages. In addition, the extension provides you with the automatic categorization of tickets, canned response recommendations, and other smart features.
Example of Miuros Assist Application's Interface. Source
How to improve the work of your support team
It is also essential to pay attention to the effectiveness of the work of your support team. The following four tools will take care of the issues your support team might have and, therefore, save your support team time on routine tasks. So, what Freshdesk apps can improve the agent workflow?
- Atlassian Jira Plus
- Translate Buddy
- Trello
Create and associate Jira issues with Freshdesk tickets with #11 Atlassian Jira Plus. This Freshdesk app lets you connect multiple Jira accounts to your Freshdesk account. You can add tags to the Freshdesk ticket whenever agents create issues on Jira. Or edit comments on Jira and see updates inside the Freshdesk ticket.
Example of Atlassian Jira Plus Settings. Source
Get quick translations to enable your support reps to communicate in any language. #12 Translate Buddy gives you instant translations on the Ticket Detail screen.
Besides, the Freshdesk integration can also recognize words directly dictated into the microphone and display them on the screen using speech-to-text. Or click the “Listen” button to understand how to pronounce the words in the needed language. Moreover, you can add the translated content to the reply editor.
Example of Translate Buddy's Interface. Source
If you use project management tool #13 Trello, you will appreciate its integration with Freshdesk. Why? It will enhance team collaboration and improve the customer experience. Support agents can create help desk tickets, update the status from Trello cards, and create new cards from the tickets.
Example of Trello Application's Interface. Source
How to make a survey discreet and decent
Your work's genuine customer opinion and evaluation can make a difference and give scope for improvement. There are various methodologies for measuring client satisfaction: CSAT (Customer Satisfaction Score), NPS (Net Promoter Score), and CES (Customer Effort Score) per agent, team, or company-wide. But they all go down to delivering a simple survey. Here are the six best Freshdesk apps for running smooth surveys:
- SurveySparrow
- Nicereply
- SmileBack
- SimpleSat
- SurveyMonkey
Surveys to understand your customers better
#14 SurveySparrow helps you trigger NPS surveys when a support agent closes a ticket. It lets you know how your reps have handled tickets and collect feedback on areas you need to improve. Also, you can set up trigger surveys when reps create or update tickets.
Or, you can initiate surveys for similar actions with contacts. This way, you can get insights from both new and existing customers by asking about their onboarding experience.
Example of SurveySparrow's Interface. Source
#15 Nicereply is one of the best Freshdesk apps to get more customer feedback with personalized CSAT, NPS, and CES surveys. Besides surveys’ look and content customization, you can set goals, track KPIs, and generate reports.
Example of Nicereply Application's Interface. Source
Surveys to measure your client's satisfaction
Being a customer feedback platform, #16 SmileBack will help you improve customer retention and increase satisfaction. After every interaction, the one-click on a smiley face survey prompts the user for a short comment. Getting people to rate customer service is complex, but this app improves the response rate with a simple and understandable design.
Example of SmileBack Application's Interface. Source
#17 SimpleSat allows you to add CSAT surveys to the solved ticket email notification and post positive feedback into website testimonials. This app is a good solution for clunky surveys and old testimonials. Moreover, it will collect the feedback you need to retain clients and provide social proof to attract more.
Example of SimpleSat Application's Interface. Source
#18 SurveyMonkey adds surveys to your tickets the same way you would add the default satisfaction survey. With SurveyMonkey, you can choose immediate feedback or questionnaires for deeper insights when a ticket is resolved or closed or with every ticket.
Example of SurveyMonkey Application's Interface. Source
Note that built-in Freshdesk surveys will go along with the SurveyMonkey app. Therefore, you need to disable the Freshdesk Satisfaction Survey from the Admin Customer Satisfaction settings in your Freshdesk account if you plan on improving your customer service with SurveyMonkey.
What else?
After covering the apps in the three aspects, you understand that there is much more space to analyze and improve. Even though Freshdesk's top features solutions are reasonable, you will still need to move out of the native feature box one day. In addition, you can select many Freshdesk account apps in the marketplace. Thus, define the area of your business or performance you want to improve. Finally, equip your team with a shared language and valuable tools to overcome "blah-blah" and deliver quality customer experience through marketing communications from Freshdesk and third-party apps.
Frequently Asked Questions
Freshdesk app is designed for the Freshdesk platform to boost customer support. The app allows you to support customers across various channels and answer them quickly.
Freshdesk offers mobile apps for Android and iOS. You can download the app on the App Store or Google Play. The app has the same functionality as the cloud-based version.
Freshworks provides apps for each product to grant all CRM functionalities on your smartphone. You can find apps at the Freshworks Marketplace and choose the right one from multiple categories.
