Freshdesk vs. ThinkOwl
Freshdesk vs ThinkOwl
Both Freshdesk and ThinkOwl are helpdesk software that aim to streamline customer support operations for businesses. While both platforms offer similar features, such as ticket management, reporting, and integrations, ThinkOwl has an edge with its AI-powered capabilities for classification, extraction, suggestion, and topic analytics. Let's take a closer look at how these features can make ThinkOwl a better helpdesk solution.
Classification: ThinkOwl's AI technology can automatically categorize incoming support tickets based on their content and metadata. This means tickets can be prioritized and routed to the appropriate team members, ensuring a faster response time and better customer satisfaction. Freshdesk also offers ticket categorization but relies on manual tagging or pre-defined rules, which can be time-consuming and less accurate.
Extraction: With ThinkOwl, relevant information such as customer data, order details, and issue descriptions can be extracted from support tickets and automatically populated into relevant fields, reducing the need for manual data entry. Freshdesk also offers data extraction, but it requires the use of third-party integrations or manual data entry.
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Smart Suggestions: ThinkOwl can suggest the most relevant response templates to agents based on the content of the ticket, which can help speed up response times and improve the quality of customer service. Freshdesk also offers response suggestions, but they are not AI-powered and rely on pre-defined templates.
Topic analytics: ThinkOwl can analyze support ticket data to identify: new trends, common themes, and undiscovered topics, which can help businesses identify areas where they may need to improve their products or services. Freshdesk offers reporting and analytics, but it does not have the same level of topic analysis capabilities as ThinkOwl.
Overall, ThinkOwl's AI-powered capabilities for classification, extraction, suggestion, and topic analytics make it a better helpdesk solution for businesses looking to streamline their customer support operations and improve the customer experience. However, it's important to evaluate the specific needs of your business to determine which solution would be the best fit.