Freshdesk, an online help desk service, has announced two more ways that brands can engage with their customers using the tools and platforms they already are familiar with. Freshdesk is integrating with Salesforce and SugarCRM, giving sales and support teams the ability to seamlessly collaborate, manage and interact with all of their customers.
Now, when a customer submits a support query, support agents are able to see which sales person closed the deal and who is currently working with them, giving support teams more information to prioritize issues and determine the amount of attention needed for each request, the company said. Furthermore, the sales managers can see if their customers are already in the process of receiving customer support, or have support questions before picking up the phone to follow up on a lead.
In addition to viewing all a customer’s support and sales history from Salesforce and SugarCRM, businesses can instantly respond to their customers directly from the Freshdesk platform.
“Freshdesk’s integration with two of the biggest forces in CRM makes it easier than ever to track the things that are most important to your business,” said Freshdesk CEO Girish Mathrubootham. “With these new Salesforce and SugarCRM integrations, businesses are in a better position than ever before to provide the kind of customer service that will make them become beloved brands that can support customers across the broadest set of touchpoints.”
Freshdesk is a social customer service software that allows companies of any size to support customers through both traditional support channels like e-mail and phone, as well as social networks such as Facebook and Twitter. The company recently announced its Freshdesk Future Fund to provide $10 million worth of support tools to startups and small businesses.