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The Freshdesk marketplace has over 500 apps that are built to help you extend your support capabilities. You can also build custom apps on Freshdesk.
Empower your customers to resolve their issues on their own by maintaining a vast and strong self-service portal using Freshdesk.
The dashboard and reports in Freshdesk let you monitor real-time metrics, track and measure progress, and prevent any bottlenecks.
The Freshdesk phone and chat channels seamlessly integrate with Freshdesk and lets your support team carry out their day-to-day activities with ease.
Freshdesk: the best contact center software on the cloud
When the knowledge base is a part of the contact center software that you use, it becomes easy for your team to document frequently asked questions and write solution articles.
Having real-time data in a dashboard helps you stay on top of metrics that matter the most to your team.
In order to measure important metrics like the volume of incoming requests, agent productivity, resolution time, etc. and keep track of key performance indicators, your contact center software needs an inbuilt analytics and reporting feature.
Apart from increasing the agent’s productivity, it also gives them context on the issue.
Once you’ve selected between the on-premise and cloud-based solutions, you need to look for features that will enable your team to reach their optimal level of production and deliver moments of wow.
The updates from the service provider require no slips in performance:
To help you pick between the two types of solutions, we’ve listed a detailed comparison below:
A contact center software streamlines incoming requests from different channels into one platform and serves as a one-stop shop for you to engage with your customers by retaining complete context of their issues.
Be it chat, Twitter, Facebook, or email, engaging with customers without losing context on their issues is the key to providing a true omnichannel experience.
To add on, customers want a unified experience across channels. For your team, this translates to having enough context about a customer’s issue before getting back to them.
Customers today prefer to reach out to support teams through the channel of their choice and do not restrict their engagement with a brand over email or phone. Sometimes, customers even use multiple channels to reach out to businesses.
A contact center is an advanced version of a call center. While the capabilities of a call center software are limited to business phone communication, a contact center software lets you engage with customers across channels.
A call center and a contact center are often used synonymously. However, the two terms vary in meaning. A call center is a hub for business or customer conversations that occur through the phone channel alone. A call center system is used by phone teams to engage with customers or prospects.
A contact center is a hub for all customer conversations coming in through email, phone, chat, and social media. A contact center software is used by customer-facing teams to handle customer conversations.
Everything you need to know about a contact center – how it varies from a call center, what the different types of contact center software are, and how to pick the best one for your team.