Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Feature rich but unable to fulfil a few important use cases
What do you like best about the product?
FreshDesk is rich in features and also has a lot of marketplace apps which further increases the feature list. Integration as such is not very difficult, for chat we need to place a JavaScript pixel. There is an Omni channel experience which can help customer services team to be on the same portal and not continue hoping over to different systems. Also, this gives the opportunity to FreshDesk and people using it to control inflow omni channel wise like people on call may not continue receiving chats. Third party integrations are present which suffice use cases like pulling order details from order management system.
What do you dislike about the product?
Although FreshDesk is feature rich and provides integration with third party tools, it lacks some important use cases like chat redirection controls. Third app integration are not as easy as they may appear and have quite a lot of bugs. FreshDesk system itself has shown inconsistent behaviour over time and there have been intermittent bugs in the system. The support is probably not the quickest one and solutions are not to the point many a times and require a lot of too and fro.
What problems is the product solving and how is that benefiting you?
Customer support query volume and resolution time are the two metrics that are looking to manage using FreshDesk. Benefits in terms of routing the queries to correct departments.
Back office support software
What do you like best about the product?
Easy to use with automatizations related to emails and other communication ways
What do you dislike about the product?
It is expensive for some organizations if they are using some of the functions
What problems is the product solving and how is that benefiting you?
high demand of customer answers
One of the best CRMs in the market which is competing with the likes of Zendesk, Intercom etc.
What do you like best about the product?
A brilliant and easy UI/UX for the agents on email.
An easy to use configurable UI/UX for admins over the email.
Routing and tracking of Chats are pretty good.
Pro suite is a bit on the cheaper side compared to Zendesk
An easy to use configurable UI/UX for admins over the email.
Routing and tracking of Chats are pretty good.
Pro suite is a bit on the cheaper side compared to Zendesk
What do you dislike about the product?
Data capabilities are still not up to the mark with the likes of products like Zendesk Explore.
What problems is the product solving and how is that benefiting you?
Creating an omnichannel customer experience for our customers on Learner support.
Recommendations to others considering the product:
Please consider Zendesk as well, before shortlisting Freshdesk for an omnichannel solution
Simple and easy product with good features
What do you like best about the product?
Still same and we are able to achieve the tasks efficiently
What do you dislike about the product?
Ui is still the same which needs overhaul
What problems is the product solving and how is that benefiting you?
Candidate and hiring management system
Recommendations to others considering the product:
It's a decent tool with good enough features to track and manage status of tasks and tickets
An advanced and forward looking solution
What do you like best about the product?
Focus on automation by leveraging tools such as selfhelp and bots.
What do you dislike about the product?
Lower subscription plans of Freshdesk only provide basic reporting and no flexibility to change CSAT yardstick.
What problems is the product solving and how is that benefiting you?
Using it for customer support over tickets and live chat. Also using proactive / triggered chat messages for upselling over chat. Benefits realized by us include the following:
1) Upselling premium services thereby helping adoption rate of paid premium services
2) Chatbots helping resolve upto 10-12 % of chats using easy to configure custom chat bot flow without intervention from our IT
3) Automated repetitive tasks within Freshdesk ticket support thereby helping up supervisory time for things that matter more
1) Upselling premium services thereby helping adoption rate of paid premium services
2) Chatbots helping resolve upto 10-12 % of chats using easy to configure custom chat bot flow without intervention from our IT
3) Automated repetitive tasks within Freshdesk ticket support thereby helping up supervisory time for things that matter more
Recommendations to others considering the product:
Having used multiple customer support platforms over the past 20 years, such as, Live Person, Right Now, Talisma etc. I can confirm that Freshdesk is very competitive and advanced in terms of features and ease of use and is worth a consideration.
Used it for 7 Years - Never Going to Change
What do you like best about the product?
I like that in one pane of glass, I can see my entire helpdesk and have accountability for every ticket . I can also see the performance of my technicians and how well my customers are being handled correctly. It is a well-documented software, and the API works with many other software, especially when combined with Zapier; the possibilities are endless. The automations for mundane tasks, tickets, and clutter are nice to have so the helpdesk isn't flooded with useless spam.
What do you dislike about the product?
There are some micro issues that I've come across that are far from deal breakers. Sometimes the cursor jumps to the beginning of the text in a note. The Zapier integration doesn't have all contact fields, particularly mobile, which would be helpful for other integrations. The integration with other Freshworks products (Freshcaller and Freshsales) aren't as seamless as I'd expect. These are very small knit-picking issues that would never make me want to change ticket providers.
What problems is the product solving and how is that benefiting you?
We can track every phone call, every customer service issue and monitor the performance of all of our computer technicians in a single location. We know where all of our customer information and details are located, and it can work with Zapier to go to other software that we use as well. The product has evolved over the years that we have used it, but there haven't been any revolutionary changes which is a good thing in my eyes. We needed a reliable ticketing system, and found it.
Recommendations to others considering the product:
It just works. So often we try different software thinking it will solve our problems, and there ends up being lots of issues you discover down the road. In 7 years, that hasn't been the case with FreshDesk. We looked into other ticketing software just to see what was out there, and nothing really compared.
Efficient ticketing platform + great Sales/Support team
What do you like best about the product?
Easy to use, collaboration across teams is effortless.
Pricing is on the lower side compared to its competitors.
Assistance from their team for evaluation & team onboarding was quite helpful.
Pricing is on the lower side compared to its competitors.
Assistance from their team for evaluation & team onboarding was quite helpful.
What do you dislike about the product?
Platform documentation can definitely be improved.
Multi-language support isn't that great yet.
Multi-language support isn't that great yet.
What problems is the product solving and how is that benefiting you?
Better customer experience when they wish to interact with our Support/Engineering team.
Smoother communication, documentation of conversations, internal escalations, tracking performance of Support agents, etc. are some of the benefits of Freshdesk.
Smoother communication, documentation of conversations, internal escalations, tracking performance of Support agents, etc. are some of the benefits of Freshdesk.
Recommendations to others considering the product:
Do check out Freshworks' Startup Program, this will help you operate at zero cost for the first 6/12 months if your organization is eligible.
FreshDesk
What do you like best about the product?
Like the app, user friendly platform. Enjoy the documents and canned responses available for you to utilize especially while on the go.
What do you dislike about the product?
Delayed refreshing on the mobile environment. Constantly have to go in and out to see new and refreshed items.
Sometimes images don't get saved the way you want it.
We need a better way to visually categorize better the tickets in the queue
Sometimes images don't get saved the way you want it.
We need a better way to visually categorize better the tickets in the queue
What problems is the product solving and how is that benefiting you?
User ability, compliance, API, we are solving all things related to our services.
We communicate within our team, from billing to sales we utilize freshdesk
We communicate within our team, from billing to sales we utilize freshdesk
Recommendations to others considering the product:
This is the only interface I've used other than email. However it's nice that it's open to your members so other can chime in when you need help. It's a great way to provide service to your users.
Good
What do you like best about the product?
The fresh desk is good software. Most of the bpos are using this software only.
What do you dislike about the product?
I didn't notice anything from this software.
What problems is the product solving and how is that benefiting you?
We will resolve all our customer queries,
Best solution for customer relationship and retention
What do you like best about the product?
I appreciate Freshdesk being an omnichannel customer onboarding, service, and retention platform the most because using this single tool; we can provide all the needed support and service to our existing and potential customers. In short, the ability to manage all the support channels through this single tool is the most fantastic thing.
What do you dislike about the product?
The major dislike about this omnichannel customer management tool is that as it connects multiple customer interaction channels, it might be pretty confusing and hard to manage when the support volume is high and becomes costly as we need to add more support representatives.
What problems is the product solving and how is that benefiting you?
Freshdesk has become all one customer service and retention solution that lets us collect support requests from existing and potential customers and respond on a priority basis. It has made our customer service process quite efficient and has greatly helped us improve our business relationship with the customers.
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