G2 Crowd names India’s Freshdesk a global leader in help desk software

Software review platform G2 Crowd puts Freshdesk, Zendesk, and Desk in the leaders’ box in its updated grid for help desk software, published yesterday.

The G2 Crowd grid has two arms – one for market presence and another for customer satisfaction. India’s Freshdesk outscores its main American rivals in customer satisfaction, based on 700 user reviews. Zendesk and Desk were a notch higher in market presence, which is influenced by the company’s age, number of vendors, social impact, and other public data.

The space is crowded with nearly 50 vendors in G2 Crowd’s best-in-breed for help desk software. The top ten of those qualified for inclusion in the grid.

All help desk software enables companies to streamline their customer service with a ticketing system. It also provides analytics for better customer engagement. The G2 Crowd report says a simple interface with a low learning curve was important to many of the users, who also laid emphasis on being able to customize the tool for specific domains. “Our favorite part was the transition to Freshdesk. It was very smooth – no touch points that our customers had to change,” says one reviewer, Jonathan Tepper, director of IT at Greenwood College School in Toronto.

The Google connection

Freshdesk was the first company outside the US to get backing from Google Capital, which doubled down on the investment three months back. The Chennai-born startup now has offices in the US, Europe, and Australia to be closer to customers.

The association with Google Capital has given it valuable data on how the brand is perceived in the US, which is its main market. Freshdesk has also tied up with local resellers in markets like France and Brazil to speak to customers in their local language and close deals.

More fundamentally, it is helping businesses to change their perception of customer support as a reactive process. “Customer support is also about engaging with the community, building your brand, going social, and so on,” pointed out Girish Mathrubootham, CEO and founder of Freshdesk, in a recent interview with Tech in Asia on what makes his company tick.