Freshdesk officials today rolled out a mobile site version of the company’s flagship online customer support software.
On the Go Customer Help, Regardless of Device
The offering -- dubbed FreshMobile -- enables users worldwide to resolve tickets, manage email templates and respond to customer queries from an interface catered to tablets and smartphones. Unlike native mobile applications, Freshdesk developers used HTML5 coding to optimize navigation regardless of the device type or operating system.
FreshMobile integrates features that streamline the mobile work experience in several ways. Intelligent algorithms, for example, serve up suggested resolutions from the knowledge base using keywords in the customer ticket. This saves the agent from re-typing search terms in the knowledge base. Once the correct resolution is selected, FreshMobile immediately provides the corresponding preset response.
Easy Navigation for Small Screens
The mobile site also simplifies the home screen so users don’t need to zoom and sweep across the screen to reach crucial action buttons. Instead, items such as open and pending tickets, high priority tickets and overdue tickets are presented in a list. When you click into one of the tabs, tickets are color-coded so the agent can easily scan through the items.
The mobile site automatically syncs responses and customer history with data entered from the desktop version. Also, users don’t need to update or install new applications every time the mobile site is upgraded because the site is delivered through the Internet.
FreshMobile is available to anyone who subscribes to cloud-based Freshdesk customer support experience software.