Freshdesk: How to Build an Ultimate Customer Engagement Journey for Your Business (2024)

Check out our guide on growing your business with FreshDesk, a Customer Support and Service tool with a complete case study and customer engagement strategy!

Freshdesk: How to Build an Ultimate Customer Engagement Journey for Your Business (2024)
FreshDesk is a customer support and customer service tool.
In this post, I will show you how to use FreshDesk to build a customer engagement strategy that will help grow your business with customer retention and word-of-mouth marketing in the next 3-6 months.
Here’s how I will go about it:
  • I will research the customer service and support industry and why it’s a good idea for businesses to invest in a seamless customer support service
  • I will research the best features offered by FreshDesk
  • I will build a marketing case to use FreshDesk for your business and set objectives
  • I will build a marketing strategy and a marketing plan with a set of activities with FreshDesk
Let’s go!

What’s the current state of customer support and service channels for businesses?

Here are the biggest challenges faced by founders and marketing professionals with customer support and customer service:

  1. Increasing Customer Expectations: Customers expect faster response times and round-the-clock support. Meeting these expectations can be challenging, especially for small businesses.
  1. Multichannel Complexity: Managing customer interactions across various channels, including email, chat, social media, and phone, can be overwhelming and lead to communication gaps.
  1. Data Utilization: Although data-driven support is a priority, many businesses struggle to effectively collect, analyze, and utilize customer data to personalize support interactions.

What can a business achieve with an effective Marketing Campaign in the customer support and service channel?

  1. Enhanced Customer Satisfaction: A well-executed campaign can lead to improved response times, quicker issue resolution, and overall higher customer satisfaction.
  1. Brand Loyalty: By addressing customer needs promptly and effectively, businesses can foster loyalty and turn customers into advocates.
  1. Efficiency and Cost Savings: Effective campaigns can streamline support processes, reducing operational costs while maintaining or even improving service quality.

Here are 3 most common challenges faced by business owners with customer support and customer service:

  1. "Meeting the growing demands of our customers while maintaining quality support is a constant challenge."
  1. "We struggle to keep up with customer inquiries across email, chat, and social media effectively."
  1. "We know data is valuable, but it's overwhelming to figure out how to use it for better support."

Here are some businesses that have excelled their business by doing customer support and customer service right:

  1. Zappos: Known for its exceptional customer service, Zappos has built a loyal customer base through a customer-centric approach.
  1. Amazon: Amazon's support is highly efficient and accessible, offering various channels for customers to get assistance, from chatbots to live chat.
  1. Airbnb: Airbnb provides a unique support experience through its host guarantee and responsive customer service, building trust within its community.
Understanding these challenges and success stories can help us design an effective marketing campaign for businesses to leverage Fresh Desk effectively for their customer support strategy.
notion image

What are the three best features of Fresh Desk?

Let's look into the three standout features of FreshDesk. I have highlighted a few stats and shared my understanding of how effective these features can be for your business:

1. Multi-Channel Support Hub: Streamline Customer Interactions

  • 42% of customers expect a response from a support team within an hour. Meeting this expectation is crucial for customer satisfaction.
  • With the multi-channel support hub, your customer support team will never struggle to manage inquiries from various channels efficiently.
  • Fresh Desk will help you respond to customers promptly and maintain a consistent level of service quality.
    • notion image

2. Automated Ticketing System: Enhance Issue Resolution

  • On average, it takes 12 hours for support teams to resolve customer issues. With an automated ticketing system, this time can be significantly reduced.
  • With Freshdesk’s automated ticketing system, you can simply revolutionize your customer support. Your team can resolve issues faster, leading to happier customers and increased loyalty.
    • Video preview

3. AI-Powered Chatbots: Improve Self-Service Options

  • Research shows that 67% of customers prefer self-service options. AI-powered chatbots can help businesses meet this demand.
  • Your business can implement Fresh Desk's AI chatbots on your website and allow your customers to find answers to common questions instantly.
  • This will not only reduce the workload on your support team but also improve your customer satisfaction.
    • Video preview
With these three features of FreshDesk, it can act as a powerful customer support tool for your business. Let’s build a marketing campaign around these three features.

Building a Stronger Customer Support System with Freshdesk for Your Business

Timeline: 3-6 months
Objective: Enhance your business's customer support operations by implementing Freshdesk, leading to:
  • improved customer satisfaction resulting in an increase of sales by 15%
  • higher efficiency by saving $400 per agent monthly
  • increased revenue with a customer retention of >10%

Identifying the Costs Involved with a marketing campaign through Fresh Desk:

  • Freshdesk Subscription: First is for you to invest in a FreshDesk subscription tailored to your business needs. Pricing varies, but a mid-tier plan might cost around $50 - $100 per user per month should do the trick for our campaign.
    • Given the size of your support team and specific requirements, this cost may range from $300 to $600 per month.
notion image
  • Training and Onboarding: Ensuring your team is well-trained and onboarded onto Freshdesk. Consider allocating $500 - $1,000 for this purpose.
  • Integration: If you require integration with other tools or systems, budget around $200 - $500 for this process.
  • Customization: Tailoring Freshdesk to align with your brand and customer support processes, costing approximately $500 - $1,000.
notion image

Total Costs could be about $1500 - $3100 depending on your business

$1,500 - $3,100 for the first month, including subscription fees and initial setup.

Here’s the expected ROI from this campaign:

Let's consider a conservative scenario to estimate the potential return on investment:
  1. Improved Efficiency: Freshdesk's automation features and organized ticketing system can save your support team at least 20 hours per month. With an average support agent's hourly rate of $20, you can save $400 per agent monthly.
  1. Enhanced Customer Satisfaction: With Freshdesk's tools for faster response times and better issue tracking, your customer satisfaction scores could increase by 15%, leading to improved customer retention.
  1. Increased Revenue: Satisfied customers are more likely to make repeat purchases and refer your business to others. Let's assume a 10% increase in customer retention and referral-based sales.
Now, let's break down the potential ROI:
  • Cost Savings from Efficiency: $400 per agent per month (e.g., if you have 5 agents, that's $2,000 per month).
  • Increased Revenue: Let's say you currently earn $5,000 in monthly revenue and a 10% increase results in an additional $500 per month.
Total Estimated Monthly ROI: $2,500 + $500 = $3,000
Considering the initial investment of $1,500 - $3,100 with Freshdesk, your business has the potential to provide a significant return on investment within just a few months of implementation.
Over a year, this could translate into substantial savings and revenue growth for your business with more than $25,000 of increased revenue.
By adopting FreshDesk, you not only streamline your customer support but also lay the foundation for sustainable business growth and improved customer relationships.

Building Freshdesk's Ultimate Customer Engagement Journey

To fully harness the power of FreshDesk and supercharge your customer engagement, I've crafted a comprehensive marketing campaign with a step-by-step approach.
This campaign is designed to span 3-6 months and will enable you to achieve your business objectives by effectively utilizing Freshdesk.

Step 1: Craft Your Customer Engagement Strategy

Timeline: 2-4 weeks
Before diving into the campaign, lay the foundation with a well-thought-out strategy.
  1. Define Your Mission: Determine the overarching mission of your engagement campaign. Is it to reduce support ticket resolution times, improve customer satisfaction, or increase upsell opportunities?
    1. This depends totally on your business and your business goals
    2. Defining your mission and aligning your team here is the key
  1. Identify Your Target Audience: Pinpoint your ideal customers. Who are they, and what are their pain points? Your campaign should resonate with them.
    1. Some businesses need more customer support and some do not. Identify the degree of pain point as per your business
    2. Understand the degree of learning required for your product. If your product is complex, technical, and will be used by a large set of users in an enterprise, define your target audience accordingly
  1. Craft Compelling Messaging and Stories: Develop persuasive messaging and stories that align with your mission and your audience's needs. Make it relatable and emotionally compelling.
  1. Select Content Type: Decide on the type of content that will best convey your message. Will it be informative blog posts, engaging videos, or interactive webinars?
    1. Understand what content type hits your target audience the most. Videos are usually for low involvement and a high number of users whereas an e-book or a webinar would be the right fit for a technical product involving enterprise users
    2. notion image
  1. Establish Measurable Impact: Define key performance indicators (KPIs) that will measure your campaign's success. This could include metrics like reduced response time, increased customer retention, or higher upsell rates.

Step 2: Design a Customer Engagement Plan

Timeline: 2 weeks
With your strategy in place, it's time to create a detailed plan of action.
  1. Time Period: Outline the campaign's duration and schedule all planned activities.
  1. Content Creation: Develop your content and messaging, ensuring it aligns with your mission and resonates with your audience.
  1. Feedback Loop: Establish a feedback loop with a group of target customers who can provide valuable insights during your campaign's development.
  1. Customer Stories: Identify real-life customer stories that can be incorporated into your campaign to showcase your product's impact.
  1. Prepare Interview Videos: Use video content to make your campaign more engaging and relatable.

Step 3: Build a List of Engaged Customers and Prospects

Timeline: 1 Month
Leverage FreshDesk to build a robust list of engaged customers and prospects.
  1. Identify Target Audience: Use Freshdesk's segmentation capabilities to create lists that specifically target your audience segments.
  1. Size of Agents: Evaluate the reach and size of the support agents you plan to engage. Estimate impressions and conversions based on these figures.
  1. Conversion-Focused Audience: Ensure that your selected media partners have the capacity to reach your target audience accurately.
  1. Build a Supportive Network: While building PR relationships, also strengthen your non-PR list, including existing customers, email lists, and network connections.
  1. Craft Press Releases: Utilize Freshdesk's PR capabilities to create tailored press releases for each media partner.

Step 4: Launch, Promote, and Scale Your Engagement Campaign

Timeline: 1 Month
Now it's time to launch your campaign and maximize its impact.
  1. Incentive Offer: Create special offers or incentives exclusive to your campaign to encourage customer engagement and conversions.
  1. Product Hunt Launch: Plan a Product Hunt launch in parallel to amplify your campaign's visibility and reach a wider audience.
  1. Customer Email List: Leverage your existing email lists and social media channels to promote your campaign and establish industry authority.
  1. Case Studies and Blog Badges: Develop case studies from your PR campaigns and showcase relevant badges from featured publications. This will boost your authority and generate backlinks.
  1. Scale with Ads: Once your campaign garners success and achieves approximately 300 customers, reinvest the profits into targeted ads to reach a similar audience segment.

Step 5: Continual Optimization and Growth

Timeline: Ongoing
As your campaign unfolds, continuously optimize and refine your strategies for lasting success.
  1. Enhance Email Engagement: Regularly test and improve email open rates, click-through rates, and deliverability.
  1. Conversion Rate Optimization: Aim for a 2-5% conversion rate to paid plans from your entire list.
  1. Facebook Custom Audiences: Consider deploying Freshdesk's Facebook Custom Audience feature to expand your reach and run highly targeted ad campaigns.
  1. Analyze and Celebrate Wins: Regularly analyze your campaign results, identify what's working, and celebrate your achievements.
By following this step-by-step marketing campaign tailored to FreshDesk, you can create an engagement journey that strengthens your customer relationships, increases revenue, and positions your business for sustainable growth.

What do you think of using FreshDesk for your customer engagement campaign?
Reply to me on and let me know!

Written by

Qayyum Rajan
Qayyum Rajan

Qayyum (”Q”) is a serial builder with more than 5 startups to his name with 3 exits. He specializes in shipping products fast, and early with an focus on driving traffic across the marketing funnels