Today Freshdesk, the fastest growing cloud-based customer support platform, launches FreshThemes, a suite of new customization capabilities that allow companies to tailor their customer support offerings to the preferences of their customers.
Custom experiences lead to increased revenue and brand loyalty. A 2003 Booz & Company study found that companies which offer customized products and services outperformed industry peers two-to-one in revenue growth, and had profit margins five to 10 percent above competitors’.
Freshdesk is bringing in a new level of CRM to enterprise SaaS products with its library of ready-to-use support themes that businesses can use to give their support process a fresh face, like they would on WordPress and Tumblr. With FreshThemes, businesses can completely customize the look and feel of their help desk using their own cascading style sheets (CSS), JavaScript and layouts.
Freshdesk is partnering with theme developers around the world to design a library of themes optimized for different customer service use cases. For example, mobile app developers can choose a minimalist help desk, just showing customers a curated list of FAQs and tickets, while e-commerce companies can offer a more robust help desk that showcases orders information, contact details and related products to cross-sell.
“Tomorrow’s most loved brands realize that you can’t really please your customers with one experience in a store and a totally different feel on your help desk. FreshThemes ensures that customer support looks and feels like a part of your business at every customer touch point -- on your website, over the phone, on your app, via social media and in online communities.” says Freshdesk CEO, Girish Mathrubootham.
Companies looking to stylize their help desk offerings even further can take advantage of Freshdesk’s advanced customization capabilities. With this new feature, businesses can bring the kind of specialized effects, interactions and navigation on their website and applications, into their support portal.
With FreshThemes, companies can optimize the entire ticketing process to progress customers through a set of questions based on their previous answers. For the first time, companies using Freshdesk can decide what to show, where to show, and how to stylize every element of their customer support portal.
In addition to the launch of FreshThemes, Freshdesk is also announcing the launch of its FreshPlugs library. Launched in November of last year, FreshPlugs integrate data from third-party tools, databases, legacy systems or applications to deliver greater context to the customer support experience for both users and agents. With today’s launch, companies will be able to browse the FreshPlugs library and integrate into their help desk tools like Google Maps, FedEx and UPS tracking and sentiment analysis.
About Freshdesk:
Freshdesk is a cloud-based help desk software that allows organizations to support their customers through email, phone, website, Facebook and Twitter. With powerful features, an 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 start ups all the way up to enterprises. Like us on Facebook or follow our conversation on Twitter @freshdesk.
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