More often the customer-comes-first mentality becomes a part of business strategies. A sound understanding of customers is a key to outstanding service and returning, loyal customers.
Yet the help desk seems to be not enough. The challenge of innovations is developing a deeper understanding of customers rather than just asking them about what they want. So you need additional functionality, and it doesn’t mean to switch your solution. It is wiser to 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 apps for three categories: bots, productivity, and surveys.
Disclaimer: the appearance of apps in the post is random and doesn’t show any specific preferences.
How bots will help your Freshdesk
If you search the Freshdesk marketplace for the keyword “bot”, you are going to get an understandable number. There are quite different apps, but they may facilitate your support team routine substantially. Roughly speaking you can get helpers with tickets, chats, gamification. So, let’s get to the point and review them briefly.
#1 Cx MOMENTS AI app enhances ticket tagging and routing. The whole 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 the common customer issues, weak spots in support team performance, and prioritize self-service content. The costs start at $200/month.
#2 Auto Ticket Merger. You can guess what this app does. It automatically merges the tickets of the same customer within a short time span. So all the next tickets will be merged to the first and marked as “closed”. Yet the app uses email ID, so if the ticket raised from social media account, it won’t be merged. This solution isn’t compatible in Freshdesk old look.
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 best Freshdesk apps will let you know about any updates, responds, and notes on your ticket while you work with your colleagues on Google Hangouts chat or Team.
#5 AmplifyReach chatbot for sales and CRM uses sophisticated AI technique to carry on human-like interactions. You don’t need coding skills but use an intuitive conversation builder to create and test your conversations. The app can be applied to mobile, web, and social media channels. Also, AmplifyReach offers #6 a chatbot that answers FAQs. The app automates conversations for sales, marketing, and support teams. For figuring out the price, you need to connect with AmplifyReach Catalyst Platform.
#7 Cheerleader App will help you to incentify your support agents and congrats them with a funny GIF when the ticket is resolved. The app isn’t supported in the old version of Freshdesk.
How to become more productive
The most generalized concept of productivity states that it is the output divided on the input. Thus, there are a lot more factors that actually affect the productivity of your performance. First of all, it’s a product or service itself, then goes available equipment and automation. Here is also such human factors as motivation and training, works methods, and management style.
Among best Freshdesk apps, these seven “helpers” will improve your performance in ticket resolution, team weak spots tracking, make interactions with customers more vivid, and save support agents time on routine tasks.
#8 Frrole Plus helps you to understand your customers better. The AI of the app analyses customers from their behavior, communication style, and interests from their public social activity. Due to this results, the app suggests the most effective communication style for the specific customer. So, you will understand and meet customer expectations more accurately. Note that the app isn’t available in the new Mint version.
Analyze the effectiveness of your support team with #9 Botanalytics Assistant. The AI detects the looping conversations and topics that go positive or negative sentiment from customers. It collects customer satisfaction statistics, analyses team performance, and delivers insights in weekly reports.
#10 YellowAnt is one of the best Freshdesk apps based on AI. It comes as a support agent bot assistant that view your performance and help to take quick actions. You can manage your workplace apps and get updates with simple text commands. YellowAnt also integrates with Slack, Skype and Cisco Spark so you can create, edit, view and comment on Freshdesk tickets from these apps.
Make your support more instructive with video and images. #11 CloudApp for Freshdesk allows you to add video, GIFs, and screenshot annotations to answer customer questions and close tickets faster. Besides, you can create screen records for bugs, GIFs that serve as product explainers, give feedback with screen annotations as well as blur sensitive data, or point out something important, and even embed video walkthroughs in your documentation.
#12 Reversed Sort Order is a great way to sort out the interactions in the ticket details view to make you see the latest interaction on the top. You can choose the location of the request (ticket description) on the top of all messages or the bottom after them. Looks like nothing special, but when the ticket messaging gets long, this can save time from scrolling.
Another little helper from copy/paste URLs. #13 URL to Hyperlink allows you to convert a URL in any ticket custom field to a hyperlink. That also enables you to store multiple hyperlinks related to a ticket within the ticket. Saved time, improved productivity.
If you use project management tool #14 Trello, then you will appreciate its integration with Freshdesk. Why? It will enhance team collaboration and improve customer experience. Support agents can create help desk tickets and update status from Trello cards, as well as create new cards from the tickets. The app costs $2 per agent per month.
How to make survey discreet and decent
The true customer opinion and evaluation of your work can make a difference and give scope for improvement. There various methodologies of 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 seven best Freshdesk apps for running smooth surveys.
#15 Callexa Feedback helps you to run one-click automated NPS surveys when the ticket is resolved. It suggests your customer to choose a number of stars to measure their willingness to recommend your product or service to friends or colleagues. Also, you can adapt the survey with a custom text blocks (including follow-up questions for detailed feedback), company logo, and personalize its salutation.
#16 Customer Thermometer is another app which offers one-click surveys. It can work right from inside Freshdesk tickets. The ratings and feedback also go in the ticket conversation area. The simple survey will increase the response rates across the board, as well as keep you alerted to at-risk customers.
Being a customer feedback platform, #17 SmileBack will help you to improve customer retention and increase their satisfaction. The one-click on a smiley face survey after every single interaction prompts the user for a short comment. It is quite difficult to get people to rate the customer service, but this app improves the response rate with a simple and understandable design.
#18 Nicereply comes out as one of the best Freshdesk apps that were built to get more feedback from your customers with personalized CSAT, NPS and CES surveys. Apart from surveys look and content customization, you can set goals and track KPIs, and generate reports.
#19 CustomerGauge will collect for you NPS survey and create tickets in Freshdesk on their results. Once the problems are directed into the tickets, your team will get the opportunity to retain and grow satisfied customers number.
#20 SimpleSat allows you to add CSAT survey into the solved ticket email notification, and then post the positive feedback into website testimonials. This app is a good solution for dealing with clunky surveys and old testimonials, it will collect feedback you need to retain clients, and social proof to attract more.
#21 SurveyMonkey adds surveys into 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.
Note that built-in Freshdesk surveys will go along with the SurveyMonkey app, so you need to disable the Freshdesk Satisfaction Survey from Admin Customer Satisfaction settings in your Freshdesk account.
After covering the apps in the three aspects, you understand that there is much more space to analyze and improve. And there is a great deal of best Freshdesk apps you can select at the marketplace. Thus, you should define the area of your business or performance you want to improve. Equip your team with a shared language and useful tools to overcome “blah-blah” and actually deliver quality customer experience.