Revolutionizing Freshdesk: Saasly's Custom Apps Boost Productivity and Experience

Freshworks, a global leader in customer engagement software, has always been at the forefront of enabling businesses to deliver exceptional customer service. As a strategic partner of Freshworks, Saasly has developed innovative custom applications that take productivity and customer experience to the next level. This blog explores how these custom apps have impacted Freshdesk, focusing on integration, productivity tools, and enhanced functionalities.

Unified Customer Interaction with Channel Integrations

Managing customer queries across multiple platforms is often challenging for agents. Saasly tackled this by creating custom integrations with Google My Business (GMB), Play Store, YouTube, and Apple platforms.

These integrations sync reviews and questions from these platforms into Freshdesk, converting them into actionable tickets.

• Centralized Interaction: Agents can reply directly to reviews and questions within Freshdesk without switching platforms.
• Boosted Productivity: This improves agent efficiency and ensures faster resolution times for a unified customer experience.

For example,

when a customer leaves a review on the Play Store, the integration generates a Freshdesk ticket, enabling agents to respond without leaving the interface. This streamlined workflow helps agents stay focused, handle tasks more effectively, and ensures every customer’s voice is heard.

Enhancing Productivity with Custom Tools

Apart from channel integrations, Saasly has developed productivity tools that significantly boost agent efficiency. One standout tool is the timer application, designed to monitor and manage agent time entries.

• Unlike the default timer model, which lacks restrictions, the custom timer applications introduce essential controls.
• Agents are restricted from editing past time entries, ensuring the integrity and accuracy of time logs.
• Such functionalities minimize discrepancies and foster accountability among agents.

By implementing these restrictions, businesses can rely on accurate data for performance analysis and decision-making.

Functional Applications for Enhanced Control

Custom applications aren’t limited to productivity monitoring. Saasly also built functional tools that provide greater control over existing Freshdesk models.

• The custom time restriction app allows businesses to impose specific rules, such as limiting the modification of logged times to within a predefined window.
• This ensures agents cannot retroactively manipulate time logs, offering businesses better compliance and auditing capabilities.

Moreover, such custom functionalities empower team leaders and admins to monitor agent performance in real-time and make data-driven adjustments to workflows. This blend of control and flexibility not only boosts productivity but also enhances team morale by setting clear expectations.

Improving the Agent and Customer Experience

Small custom applications can lead to significant improvements in agent and customer experiences. One such example is a solution article monitoring application. Solution articles often serve as the first point of resolution for customers. However, measuring their effectiveness can be challenging. Saasly’s custom app addresses this by:

• Tracking Downloads and Feedback: The app monitors solution articles and tracks their down-votes, up-votes, and user feedback (e.g., “Was this helpful?” ratings).
• Threshold-Based Notifications: If an article exceeds a predefined threshold—say, 10 down-votes or negative votes the app notifies the admin.
• Enabling Quick Improvements: Admins can use this data to refine or rewrite articles, ensuring that knowledge bases remain up-to-date and helpful.

For example, if a solution article receives consistent negative feedback, the app immediately flags it for review. This proactive approach ensures customers always have access to high-quality resources, reducing the need for agent intervention and improving overall satisfaction.

Why Custom Applications Matter

Custom applications’ ability to adapt to unique business needs is their greatest strength. While Freshworks provides a robust out-of-the-box solution, customizations allow businesses to tailor the platform to their specific workflows. Here’s how Saasly’s custom applications have made a difference:

• Reduced Agent Fatigue: By minimizing the need to switch between platforms, agents can focus on delivering exceptional service.
• Improved Data Integrity: Time entry restrictions and solution article monitoring ensure accurate data collection and reporting.
• Enhanced Collaboration: Notifications and insights provided by custom applications foster collaboration between agents, admins, and other teams.

Future Possibilities

The potential for custom applications to revolutionize Freshdesk is immense.

• Integrating AI-driven analytics into solution article monitoring could provide deeper insights into customer needs.
• Expanding channel integrations to include emerging platforms can help businesses stay ahead of the curve.

Imagine a future where every agent has a personalized dashboard powered by [custom applications]. It would provide:

• A single interface with actionable insights
• Streamlined workflows
• Real-time notifications

This vision is not far off, and Saasly is committed to making it a reality.

Conclusion

Saasly’s custom applications for Freshworks have redefined how businesses manage customer interactions and agent productivity. By enabling seamless platform integrations, introducing productivity tools, and providing functional enhancements, these apps empower businesses to deliver faster, smarter, and more empathetic customer service.

As businesses continue to evolve, the demand for tailored solutions will only grow. Saasly’s partnership with Freshworks ensures that businesses have the tools they need to succeed in an increasingly competitive landscape. Whether it’s syncing reviews, managing time entries, or monitoring solution articles, custom applications are paving the way for a more efficient and impactful customer service experience.

And of course, the examples are just the tip of the iceberg, we have delivered 50+ marketplace integrations and 800+ custom integrations, if you like to boost your business by implementing custom solutions, feel free to contact us and explore how we can help you elevate your customer service experience.

Know more?

Saasly offers a straightforward and accessible iPaaS Solution; simply get in touch with us. We are a trusted technology and solution partner for Zendesk, Microsoft, Shopify, Zoho, and Freshworks, focusing on platform integration services and app development. Our expertise shines in delivering iPaaS integration and implementation solutions on a global scale, particularly for seamlessly integrating Custom and Commercial Marketplace applications with SaaS products. Our objective is to optimize and automate your organization's business operations by harnessing the capabilities of iPaaS Solutions, providing more than just a service – a highly productive solution.