Freshworks Customer Service Suite

Overview

Freshworks Customer Service Suite is a comprehensive IT Service Management (ITSM) and customer service platform designed to help government organizations deliver exceptional citizen support. At £12/user/month, it offers outstanding value with advanced ticketing, knowledge management, and automation capabilities tailored for public sector requirements.

Key Features

Ticketing & Case Management

Omnichannel support across email, phone, chat, and social media
Automated ticket routing based on priority and expertise
SLA management with escalation and notification rules
Custom workflows for government-specific processes
Bulk operations for efficient case handling

Knowledge Management

Self-service portal for citizen inquiries
Knowledge base with searchable articles and FAQs
Community forums for peer-to-peer support
Smart suggestions powered by machine learning
Content management with version control and approval

Automation & AI

Freddy AI for intelligent ticket classification
Automated responses for common inquiries
Chatbots for 24/7 initial support
Predictive analytics for service improvement
Workflow automation reducing manual tasks

Business Benefits

For Central Government

Citizen inquiries handled efficiently across departments
FOI requests tracked and managed systematically
Service level agreements monitored and reported
Cross-departmental collaboration on complex issues
Compliance reporting with audit trails

For Local Government

Council services support for residents
Planning applications status tracking
Waste management inquiries and scheduling
Housing services maintenance and support
Public health information dissemination

For NHS & Healthcare

Patient inquiries managed across multiple channels
Appointment scheduling and rescheduling
Clinical support for healthcare professionals
Equipment maintenance tracking and resolution
Regulatory compliance with healthcare standards

Technical Specifications

Platform Architecture

Cloud-native solution with 99.9% uptime SLA
Multi-tenant architecture with data isolation
RESTful APIs for integration with existing systems
Mobile applications for iOS and Android
Scalable infrastructure supporting thousands of users

Integration Capabilities

Active Directory for single sign-on
Microsoft 365 and Google Workspace integration
CRM systems including Salesforce
Financial systems for billing and accounting
Communication tools like Slack and Teams

Security & Compliance

ISO 27001 certified security management
SOC 2 Type II compliance
GDPR compliant data processing
Data encryption in transit and at rest
Regular security audits and penetration testing

Citizen Experience Features

Self-Service Portal

Intuitive interface matching government design standards
Mobile-responsive design for all devices
Multi-language support for diverse communities
Accessibility compliant meeting WCAG 2.1 standards
Personalized dashboard for tracking requests

Communication Channels

Email support with automatic acknowledgment
Live chat for immediate assistance
Phone integration with call routing
Social media monitoring and response
SMS notifications for status updates

Analytics & Reporting

Performance Metrics

Response time tracking and optimization
Resolution rates by category and agent
Customer satisfaction surveys and analysis
Service level compliance reporting
Workload distribution across teams

Business Intelligence

Custom dashboards for leadership visibility
Trend analysis for service improvement
Predictive insights for resource planning
Comparative analysis across departments
ROI measurement for service investments

Implementation Support

Getting Started

Free trial for 21 days
Implementation consulting for complex deployments
Data migration from existing systems
Training programs for administrators and agents
Change management support for adoption

Ongoing Support

24/7 technical support for all customers
Customer success management
Regular platform updates with new features
Best practices guidance from industry experts
Community support through user forums

Pricing & Licensing

Subscription Models

Growth Plan: £12/user/month (comprehensive features)
Pro Plan: £39/user/month (advanced analytics)
Enterprise Plan: £59/user/month (custom workflows)
Volume discounts available for large organizations
Government pricing available on request

Total Cost of Ownership

No infrastructure costs with cloud deployment
Reduced IT overhead through managed service
Lower training costs due to intuitive interface
Scalable pricing matching organizational growth
Measurable ROI through improved efficiency

Success Stories

City Council

50% reduction in average response time
85% citizen satisfaction rating
40% decrease in phone call volume
60% improvement in first-contact resolution
£100,000 annual savings through automation

Government Agency

10,000 cases handled monthly
95% SLA compliance achieved
30% increase in agent productivity
Zero downtime since implementation
Improved transparency in service delivery

Healthcare Trust

15,000 patient inquiries managed monthly
90% satisfaction with response quality
25% reduction in administrative costs
Seamless integration with existing systems
Enhanced patient experience through self-service

Getting Started

Freshworks offers comprehensive evaluation programs for UK public sector organizations, including free trials, proof-of-concept deployments, and dedicated government account management. Their competitive pricing and proven track record with government organizations make them an ideal choice for citizen service transformation.

With extensive integration capabilities, robust security features, and excellent value proposition, Freshworks Customer Service Suite provides the complete platform needed for delivering exceptional citizen support in modern government organizations.