Freshdesk Customer Success Features

Provides users a customer-specific score to determine the overall satisfaction of each customer.

Monitor customer actions overall as well as their interactions with different teams within the company, such as the support team

Gain a holistic view of your customers. Create customer profiles based on data pulled in from multiple sources including CRMs, service desks, marketing tools, and financial systems such as accounting and payroll software.

Create and structure key customer success processes into a "playbook" to create unified team best practices for handling customers.

Separate customers into similar segments based on criteria such as subscription models, support needs, or usage behaviors to allow for more personalized and specific attention.

Identify which customers are getting the most out of your products or services and highlight those who have not yet fully adopted or may need further training.

Allows users to create and send out surveys to customers to determine net promoter scores and other key satisfaction information.

Calculates the risk that your customers will not renew or continue using your product or service.

Discovers and highlights factors that lead to upsell opportunities.

Allows users to set custom triggers to signal actions that will lead a customer to act in a particular way.

Ability for the platform to learn and improve predictions based on previous customer behavior and a growing database of customer information.

Service quality is measured in real time to provide alerts to case managers on opportunities for improvement

Provides dashboards and reports to describe profiles and trends.

Measures the business value of each customer and their contribution to the company bottom line.

AI technologies like NLP, NLU, and/or NLG are used to analyze and process text provided by customer interactions.

The product automatically discerns customer sentiment from text and/or calls for proactive action.

Calculates the likelihood of your customers continuing to use your product or leaving.

Access pre-built and custom reports and dashboards for viewing

The number of sources from which the platform can pull customer data and how well those integrations are supported.

Ability to input, modify, and extract data from the application in bulk through a structured file.

Automates everday customer success functions for more efficient and effective day-to-day processes.

Set alerts for customer actions in order to respond quickly and proactively.

Allows administrators to accommodate their unique process. Includes ability to create custom objects, fields, rules, calculations, and views.

Ability for the platform to grow with the user's company and support an increasing number of customers and users within the platform.

The measures taken to ensure that the customer data being held within the platform is being hosted in a safe environment and is not prone to risks.

Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond.

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Generates a score that represents the likelihood of customer churn and customer satisfaction.

Catalogues and organizes a profile for each customer where every data point is attributed to.

Set alerts for customer profiles in need of urgent attention and resolution.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting