Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Perfect solution for small business
What do you like best about the product?
Friendly interface
Integration with e-mail
Answer Templates
Integration with e-mail
Answer Templates
What do you dislike about the product?
Spam folder
Template search
Less statistics customisations
Template search
Less statistics customisations
What problems is the product solving and how is that benefiting you?
Fresdesk helps me to support my clients and for daily communication with users.
Recommendations to others considering the product:
You should consider Freshdesk for sure because it helps to setup support desk quickly and respond accurately for customers requests.
Great help desk platform
What do you like best about the product?
Love the ticketing system of freshdesk. One can easily manage the customer queries using this ticketing system. This software helps to manage all our customers data records. Which we are using later for our loyalty programs.
What do you dislike about the product?
Nothing much to dislike about this product. Being working in a small organization, freshdesk was solving most of our problems from customer management to queries. Although the product lacks automation but will be seeking them in future updates
What problems is the product solving and how is that benefiting you?
We were using freshdesk for customers ticketing and social media integration to push our promotions and loyalty programs. We were managing our customer records easily through this product.
Best customer support software for small businesses
What do you like best about the product?
The onboarding experience of freshdesk is really amazing for a layman like me who have no prior experience in setting up customer support softwares, plus they have lot of tutorials for learning.
What do you dislike about the product?
Although their pricing can be more pocket friendly but they can also improve their user experience more which will help layman users like us to navigate through the software better.
What problems is the product solving and how is that benefiting you?
I'm solving customer communication and support services challenges with freshdesk software. I'm also using freshdesk to understand and plan my support resource efficiency.
The most nifty and feature rich solution in a small package
What do you like best about the product?
The most critical features of a ticketing system are present in the free plan. Also, the delivery rate of the emails triggered via Freshdesk is very high.
What do you dislike about the product?
Maybe a little more of the ticket analytics value-added feature can be added to the free plan
What problems is the product solving and how is that benefiting you?
Our entire ticketing is being handled via Freshdesk and the delivery rates for us are very good. On the paid plans we are able to derive a lot of data on the tickets and the agents handling them.
Its very easy to use!
What do you like best about the product?
I like that when you copy and paste screenshots and images from another document, it just paste the contents as is.
What do you dislike about the product?
There is none that I can think of so far.
What problems is the product solving and how is that benefiting you?
I am in charge of the electronic health records system issues. Its easier to organize priority instead of writing down everything on a notepad.
Intuitive and Flexible Solution to Grow Customer Retention
What do you like best about the product?
There are some of the most advances and useful features like Screensharing, CRM Integration, Chatbot, CSAT, Ticketing Management, SLA, a Day pass for agents, etc. The capability to integrate with Chatbot, Magento, and other marketplace apps is phenomenal. It is a must go!
What do you dislike about the product?
I did not like the mapping management of fields with 3rd party platforms. There are API limitations that create a challenge for data modifications.
What problems is the product solving and how is that benefiting you?
Real-time customer resolution, Access to the knowledge base, Q&A
An easy and helpful integration.
What do you like best about the product?
The fact that the native integration offered requires less than 5 minutes to be set up.
What do you dislike about the product?
Depending on the use case for the client, the integration might not be fully cover all their needs.
What problems is the product solving and how is that benefiting you?
The ability to track support and commercial information easily, to have a comprehensive view of the client's situation.
A relatively smooth experience that does the job
What do you like best about the product?
The possibility to configure your own views
What do you dislike about the product?
There are no built-in statistic checks that help view details of the workflow in the last x time
What problems is the product solving and how is that benefiting you?
It helps to manage workflow between the customer side of the business to the development and r&d side of it with the Jira integration.
Recommendations to others considering the product:
Give it a try and see if it has the solutions that your business might need
The perfect and most streamlined way to interact with your leads and your existing users
What do you like best about the product?
All the emails to the users land in the end users primary mailbox which helps us reach our customers as well as protect our domain from spamming penalty
What do you dislike about the product?
The free plan is very limited in features and some critical features in the pro plans should have been included in the free plan.
What problems is the product solving and how is that benefiting you?
All our customer interaction and issue handling are being seamlessly taken care of by Freshworks. The analytics is also helping in getting us an idea of our process and the bottlenecks.
I love all the reports and analytics
What do you like best about the product?
Adding notes to have trazability
Customizer fields and widgets to gather info that we need to resolved tickets effectively
Communicate with the client thought the platform
All The reports and analytics
Customizer fields and widgets to gather info that we need to resolved tickets effectively
Communicate with the client thought the platform
All The reports and analytics
What do you dislike about the product?
Maybe generate alarm to send to the agents regarded with the tickets unresolved or to the manager when we get a bad or just ok answers from the survey
What problems is the product solving and how is that benefiting you?
Workload
Performance
Client focus
Business decisions
Performance
Client focus
Business decisions
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