Cloud based helpdesk software, Freshdesk has launched integration with Google products enabling customers 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.
With over 4 million Google Business users, integration with Google products (which are also part of Google Apps ecosystem and are available for free), makes Freshdesk a smart alternative to other support systems that provide legacy integrations (or are stand-alone systems).
Google analytics integration
WIth this integration, you can identify what your customers are looking for, how much time they spend on your article and what kind of articles don’t engage your customers. That means you can now fine tune your solutions and provide new ones tailored to what your customers demand.
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. Importantly, 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.
With GoogleGadgetsforFreshdesk, 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.
Gmail does not provide “shared address book”, but Google Contacts integration in Freshdesk lets you use your Freshdesk account to create a “shared” address list across your team. Now that your contacts get shared between your email and Freshdesk, you can make an update in either place (i.e. one view) and have it reflected across everyone else’s address book (including your help desk)!
“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 CEO, Girish Mathrubootham.