Freshdesk Gamifies the Help Desk

Pete Prestipino — Tue, 18 Sep 2012 22:15:00 GMT

Gamification is certainly the trend-du-jour but with all its promise, it’s still hard for many Web workers to imagine just how it can be best utilized.

Cloud-based customer support solution Freshdesk just rolled out a new gamified version of its platform dubbed Freshdesk Arcade. The aim? Turning the often tedious role of customer support into a “collaborative game for every help desk agent.”

Support personnel are awarded “fresh points” for achievements including fast ticket resolution, helping resolve issues in the first call, and of course high customer satisfaction ratings. They can also lose points when negative reviews are received or when a customer or service-level agreement is violated.

And what’s a gamified website or Web service without keeping score? As these support personnel “level up” they improve their position (and earn achievements and “trophies” including Sharpshooter, Speed Racer and Customer Wow Champ) on the internal leaderboard – a perfect virtual measuring stick for those most competitive on your staff.

“At Freshdesk, we obsessively focus on agent productivity, giving every support agent more ways to win the love of customers,” says Girish Mathrubootham, Freshdesk CEO. “With Freshdesk Arcade, we are ultimately giving companies on Freshdesk the ability to turn customer support into a fun game for everyone—the business, agents and the end customers.”

FreshDesk Launches HTML5 App for Mobile Customer Support

Administrator — Sat, 11 Aug 2012 13:30:00 GMT

Social customer service platform Freshdesk is bringing its help desk solution to mobile devices. The company’s new FreshMobile HTML5 mobile app enables supports teams to manage their help desk from both iOS and Android devices.

The FreshMobile app from Freshdesk allows support agents to create, save and reuse templates for replying to tickets - really useful as typing on a mobile device can be excruciatingly painful. Perhaps most unique in the FreshMobile app is the Solution Suggest feature, which suggests likely solutions from a client’s knowledge base.

“With customer support increasingly being viewed as an integral business function, help desks need to be able to resolve issues as they happen, no matter what time of the day,” says Girish Mathrubootham, CEO of Freshdesk. “With FreshMobile, support teams can be connected and solve customer issues in real-time, without being tied down to their desks.”

'Net Features : freshdesk

Freshdesk Gamifies the Help Desk

FreshDesk Launches HTML5 App for Mobile Customer Support