Freshdesk is expanding its corporate-focused, cloud-based customer support platform today with Freshfone, a new feature which allows staff to handle telephone-based queries through its unified service.

While speaking to the customer, Freshdesk users can now quickly retrieve support tickets, track specific problems, transfer calls and trigger interactive voice responses (IVR) within a single window.

The idea is that employees delivering customer support should never lose track of the customer or their problem, as they can now speak with them via a range of different channels including email, Twitter, Facebook and mobile apps, as well as over the phone. By logging all of these interactions through a single platform, problems should ultimately be easier to track and resolve.

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