Freshworks goes beyond basic helpdesk functionalities by offering a suite of AI-powered tools to elevate customer service. Here's a breakdown of its key AI features:
- Smart ticketing and automation: AI classifies and prioritizes tickets, automates repetitive tasks, and suggests knowledge base articles for faster issue resolution.
- AI-powered chatbots: Engage customers proactively, answer routine questions, and qualify leads through chat conversations.
- Sentiment analysis: Analyzes customer sentiment in tickets and chats to identify frustrated customers and prioritize their requests.
- Contextual self-service: The AI personalizes the self-service knowledge base by recommending relevant articles based on a customer's specific issue.
- Agent assist and knowledge base suggestions: AI provides real-time suggestions to agents during conversations, recommending knowledge base articles or next best actions.
COMPANY INFORMATION
- NameFreshworks
- HeadQuarterSan Mateo, California, USA
- Company descriptionFreshworks provides AI-powered customer service platform for businesses.
PRODUCT INFORMATION
- NewNo
- Deal AvaliableNo
- Free VersionYes
- Mobile AppYes
PROS
- Improved agent productivity: Automates tasks and equips agents with real-time AI suggestions, allowing them to resolve issues faster.
- Enhanced customer experience: AI chatbots offer 24/7 support, personalized self-service options, and sentiment analysis helps prioritize urgent cases.
- Increased efficiency: Smart ticketing and automation streamline workflows, reducing response times and improving overall efficiency.
- Proactive customer engagement: AI chatbots can proactively engage website visitors and answer questions before they turn into tickets.
CONS
- Complexity for small teams: The comprehensive feature set might be overwhelming for small teams with limited resources.
- Subscription pricing: Free plan might have limitations; advanced features require paid subscriptions. (Details may vary)
- Data privacy considerations: Security of customer data entrusted to the AI platform is a consideration.
PLANS & FEATURES
Free
One-time purchase of
€0 /month
- Get going for free
Growth
One-time purchase of
€15 /month
- Intuitive, industry-leading support for growing businesses
Pro
One-time purchase of
€49 /month
- Advanced automation for high performance
Enterprise
One-time purchase of
€79 /month
- Fully featured with bots for enterprise-level support
PROFESSIONAL REVIEW
All-in-One Suite with AI Assistance - Consider Needs and Budget (Limited Customization Options)
Freshworks AI is a compelling option for businesses seeking an all-in-one customer service platform with built-in AI functionalities. Its user-friendly interface (with a learning curve for advanced AI features), well-rounded customer service tools, and AI
User experience
Functionality
Performance
Easy to register
Fun
Productivity
CUSTOMER REVIEWS
Great tickets management
(4)
- Leo
Comprehensive customer service app
(4)
- Harper
Hard to use for small teams
(3)
- Julian