Walnut, CA & Chennai, India (PRWEB) April 04, 2012
Four million Google Business users can run full-scale customer support right from their mailbox, thanks to a new launch from online help desk software solution, Freshdesk. Today’s launch enables Google users around the world to link Google Analytics and Google Contacts with online customer support for the first time, and even manage their help desk right from Gmail, with Gmail Gadgets.
Freshdesk’s new seamless Google integration offers support teams a number of new capabilities into the support process:
Google Analytics – For companies looking to successfully cater to the needs of their clients, understanding what customers are looking for, and how they utilize support touch points becomes critical. In the same way that a company looks at website analytics, Freshdesk makes it easy for support agents to see how customers are using the self-service portal through Google Analytics. Even when a customer does not file a formal complaint, support agents can see which solutions customers visit and leave, how much time their customers spend on popular solutions, and how to maximize customer engagement and brand affinity right from their support portal. What’s more, these in-depth analytics are integrated across the entire portal–not just individual tickets or specific knowledge base articles–providing an easy-to-access solution that completely captures customer behavior.
Gmail Gadgets – Juggling between email, social channels and multiple ticket threads on the support portal ends up wasting agent productivity. With Google Gadgets for Freshdesk, agents can quickly see the customer’s contact information and the entire conversation thread captured in the ticket history right from Gmail. Agents can even see the entire ticket history of the customer. Not only is this useful for the support team, but other company employees can easily read the entire history and conversation of a ticket. This makes it easy to track progress and ensure end user satisfaction, without having to juggle between applications.
Google Contacts – Over 4 million businesses use Gmail as their corporate email provider, yet there is no way to share contacts company-wide. Much like Microsoft Outlook’s Global Address List feature, Freshdesk’s new integration with Gmail contacts allows support agents to share business contacts directly with their team. Freshdesk’s integration allows agents to select specific Gmail contacts and synchronize them with contacts that come in via support on Freshdesk.
Then support agents can share updated customer contact information with everyone on their team. Agents can choose which contacts to share, and those contacts are seamlessly added for with the rest of the support team to access. When a contact’s details change, the agent simply updates the information in one place, and everyone from the team gets the update the next time they view the contact.
“Google has thrived by making it easy for users to access all Google products from YouTube to AdWords in an easy and streamlined manner,” says Freshdesk CEO, Girish Mathrubootham. “We are now providing the last mile solution to connect businesses on Google with their customers in a meaningful way. Our aim is to drive optimal brand loyalty and repeat business through seamless support.”
Freshdesk already hosts features such as the Day Pass and time tracking, which provide support agents with the flexibility and tools they need to manage customer support. The new Google integrations deliver the next step for companies to synchronize project management and customer support.
To try out Freshdesk 2.0 please visit: http://www.freshdesk.com
Freshdesk is a cloud-based helpdesk software that allows organizations to support their customers through email, phone, website, Facebook and Twitter. With powerful features, easy to use interface and a freemium pricing model that makes it essentially a free support software for small businesses, Freshdesk is widely used by companies ranging from startups all the way up to enterprises. For more information, please visit http://www.freshdesk.com or find us on Facebook: http://www.facebook.com/freshdesk or Twitter: @freshdesk.