FREE CUSTOMER SUPPORT SOFTWARE
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According to the Forrester Opportunity Snapshot, 83% of decision-makers view customer service as a strategically important function. That’s why there is more emphasis on investing in the right help desk software. The easiest way to streamline customer support and manage tickets without breaking the bank is by deploying a free customer support software. This guide helps you explore:
Why do you need free customer support software?
An astounding 78% of consumers either bail on a transaction or do not make an intended purchase because of a poor service experience. The right customer support software enables businesses to manage customer requests effortlessly.
A customer support software lets you streamline customer interactions and deliver excellent customer experiences. A free customer service software is not only budget-friendly but offers advanced features that let you:
Track and resolve customer requests
Monitor performance metrics for your reps
Set up customizable workflows to boost helpdesk efficiency
manage customer relationships using the integrated CRM functionality
Key features of a free customer support software
Whether you are a start-up or a small business, managing budgets and cost-cutting might get chaotic. Wouldn’t it be nice to have a free support software with all the features of a helpdesk ticketing system without breaking the bank? A software that can scale as your business grows?
If you are looking for a free customer support software for your business, here are the five must-have features you should consider.
Ticket management
A free support ticket system allows your support teams to manage tickets effortlessly. Freshdesk’s free plan will offer functionalities that enable your agents to create, tag, and assign tickets to the right team member. Your support agents can filter and prioritize tickets based on keywords, communication channels, or queries. Respective tickets can then be assigned to a specific agent or group so there’s transparency around workflows and clarity on who should work on which ticket.
Self-service capabilities
Enabling self-service can help reduce ticket volume by 27%. With customers’ intent to resolve queries by themselves, your free customer support software can help you bring the collective experience of your support team into your customized self-service portal.
Social media support
A free customer support software like Freshdesk enables you to engage in social media interactions on Twitter and Facebook right from a single dashboard. Your free ticketing system should be able to integrate with your brand channels to automatically convert relevant brand mentions, likes, comments, and direct messages from Twitter and Facebook into tickets. This helps agents track and manage customer questions, complaints, or feedback that otherwise requires manual effort to find.
Reporting and analytics
Reports and metrics are integral to gauging the success of your customer support team. Most free support software do not offer an analytical dashboard to monitor your team’s performance, ticket trends, and customer happiness. Freshdesk’s free plan empowers agents with handcrafted reports and data visualization capabilities to save time and make data-driven decisions to improve the customer experience.
Security
Ensure that your free support software helps you encrypt customer communication across channels and comes with the necessary certifications to eliminate the stress of breaching any security protocols when handling customer data. Freshdesk’s free plan comes with an SSL certificate, helping businesses to set up their custom SSL URL up and running within 72 hours and follows GDPR recommended principles for privacy and security of personal data even if you operate outside the EU.
Do more with Freshdesk’s free support software
Freshdesk’s free forever plan gives you access to a feature-packed customer support software, absolutely free!
Streamline customer communication
Freshdesk’s free plan comes with an in-built ticketing system that lets your agents handle queries from multiple communication channels like email and social media from a single unified dashboard. Your agents don’t need to juggle multiple helpdesk tools anymore. Freshdesk helps your support team resolve customer issues efficiently by allowing them to:
Enable instant notifications for real-time updates
Track social mentions on Twitter and Facebook
Prioritize and categorize tickets to offer solutions at the earliest
Merge all related tickets to streamline communication
Automate routine tasks
Freshdesk lets you set up workflow automation to improve your agents’ productivity. Freshdesk's free plan allows agents to maintain a to-do list within each ticket, ensuring they don't miss out on any task. Additionally, support reps can:
Route tickets to the right support agent to reduce response time
Set up canned responses for frequently asked questions (FAQs)
Add private notes to a ticket and share ticket progress for easy collaboration
Personalize automated email tickets and add links for greater context
Monitor performance metrics
You can stay on top of your team’s performance with Freshdesk’s ticket volume reports. You can draw insights from the performance metrics to drive future decisions and increase agent accountability. Here are additional benefits of Freshdesk’s free plan.
Supervisors and Admins can track daily trends, agent availability, and current customer satisfaction ratings
Agents can keep tabs on their schedule, how many tickets they need to resolve and what customers think about their support
Access reports to understand the ticket workflow and allocate resources accordingly
Provide self-service to customers
You can use the knowledge base feature in Freshdesk to provide customers with detailed solution articles and other resources to troubleshoot and resolve issues on their own. This will help keep ticket volumes down and improve customer satisfaction by enabling you to:
Customize your customer support portal to enhance the end-user experience
Embed solution articles and contact forms through chat widgets on your website
Build a knowledge base to document FAQs, guides, tutorials, and company policies
Convert ticket replies into solution articles using the email-to-KBase capability
Answer customers wherever they are
Freshdesk enables integration with 1,000 pre-delivered Marketplace apps, making it easy for support agents to support customers wherever they are. Integrations can seamlessly bridge the gap between preferred communication channels and the ticketing software, empowering support teams to:
Collaborate with third-party vendors or members from other teams to solve the customer’s problem faster
Engage with customers on their preferred communication channels
Monitor, view, and respond to tickets from a single dashboard while providing an instant and personalized customer experience
Deliver real-time assistance
Freshdesk offers 24x7 email support included with the free plan. You can reach out to us for assistance with any issue, and rest assured, someone from our support team will be with you right away. You can leverage Freshdesk customer support for assistance around:
Account settings, portal customization, and helpdesk automation
Admin configuration for setting up SLAs, CSAT surveys, ticket forms, and other features
Self-service that includes creating and managing a knowledge base and community forums
Freshdesk API that integrates existing and custom functionalities
Compare the top 5 free support software
We have compared the best free support software that offera forever-free plan for businesses.
Note: We haven’t considered support softwarethat offer a free trial only for a limited time and expect users to upgrade to a paid plan.
| Support Software | Shared Inbox | Social Media Support | Automated Ticket Assignment | Real-Time Collaboration | Public Knowledge Base | Mobile App | Reporting |
|---|---|---|---|---|---|---|---|
| Freshdesk | |||||||
| LiveAgent | |||||||
| Hubspot | |||||||
| Zoho Desk | |||||||
| Solarwinds |
Read what our customers have to say
“It’s very simple and very easy to understand. Moreover, It’s extraordinarily easy to follow up on issues or on tickets if you have Freshdesk.”
Vijoy Nair
User Happiness Lead
Decathlon
“The desktop application developed internally was a nightmare to manage. There is no question that implementing Freshdesk has been and continues to be a huge success for us.”
Tyler Nace
Engineering and Design Services Manager
Kiewit
“Freshdesk was clean and simple to use, responsive and capable of matching our growth curve. We ran parallel for a month, asked for feedback, and the team voted unanimously for Freshdesk. It was an easy transition.”
Robert Everett
Director of IT
Brandt
“We were blown away when we saw Freshdesk. The combination of social, email, knowledge base, mobile, and gamification all together is what sealed the deal for us.”
Charles Cooper
Director, Technology Support Services
Lesley University
“Freshdesk has helped us become much more efficient. It has provided consistency in messaging too. It’s not a lot of random voices. It’s a single voice and someone they recognize.”
Paul Schwartz
Business Applications Coordinator
Kern High School District
“We began looking for a new tool in autumn and were keen to get one in place and optimised ahead of the Christmas peak period. Freshdesk ensured that the implementation process was as smooth as possible, and the team were up and running within 48 hours.”
Vaughan Potter
Head of Customer Services
Hamleys
“We recommend Freshdesk because it’s great and their agents are determined to make it fit their customer’s needs.”
Matthijs Lok
Marketing Manager Online
Pearson
Frequently asked questions about free customer support software
Why do you need free customer support software?
A customer support software allows you to streamline customer interactions and deliver excellent customer experiences. A free customer service software is a budget-friendly solution that lets you track and resolve customer requests, monitor performance metrics for your reps, and set up customizable workflows to boost helpdesk efficiency.
What are the key features of a free customer support software?
The five must-have features for any free customer support software are secure ticket management, self-service capabilities, social media support, reporting, and analytics.
Does Freshdesk offer free customer support software?
Yes. Freshdesk’s free forever plan gives you access to a feature-packed customer support software, absolutely free.
What does Freshdesk’s free support software offer?
Freshdesk’s free plan comes with an in-built ticketing system that lets you streamline customer communication across preferred communication channels, automate routine tasks, monitor performance metrics, provide self-service to customers and deliver real-time assistance.
Try The All-In-One Customer Service Solution
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