Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Easy-to-use support software
What do you like best about the product?
That is very user-friendly. Within a couple of weeks, I had already learned how to use it.
What do you dislike about the product?
Support rarely helps with the issues I have. Usually, I have to find the answers myself or the problem goes unsolved.
What problems is the product solving and how is that benefiting you?
Fast time reply to our customers and easy creation of support content.
Support ticket system that easy to use
What do you like best about the product?
I like the user interface that gave me so much flexibility to move over one thing to another thing
What do you dislike about the product?
To be honest, sometimes I can not log in to the Freshdesk system itself. It seems they had 2 layers of login or something.
What problems is the product solving and how is that benefiting you?
I'm focusing on WordPress plugin support. So everyday I tackled ticket related to WordPress itself
Receptive, innovative and great value
What do you like best about the product?
Really do give you a lot for your money especially as compared to Zendesk and Salesforce. Included QA system, screen sharing and control in Live Chat and some very interesting uses of A.I. all included in the forest omnichannel plan. Always launching new features, some that could be standalone products, as cost free upgrades.
What do you dislike about the product?
Missing some core basics like select and edit app in ticket search.
What problems is the product solving and how is that benefiting you?
Everything and usually with webhook enabled automations. System is like clay. Easy to mould.
All-Encompassing
What do you like best about the product?
The tools I'm provided to oversee a team.
What do you dislike about the product?
The lack of ability to sync with more softwares.
What problems is the product solving and how is that benefiting you?
Ecommerce customer service. The benefit is that we're able to taxonomize across multiple countries.
Simple administration CRM
What do you like best about the product?
Intuitive easy-to-use interface to manage our clients' cases and management of case statistics
What do you dislike about the product?
Requires an advanced level to adjust fields to customize options
What problems is the product solving and how is that benefiting you?
Maintain the communication thread with our clients to monitor and control requests. Validate incidents with statistics to determine actions in our clients. Follow-up of cases and incidents. Manage a portal for different customers where I receive requests and attend to additional requirements and incidents all in the same tool.
Recommendations to others considering the product:
Recommended for those support companies that want to maintain a centralized management of their clients' incidents in a practical and simple way with the possibility of adapting it to their needs.
Freshdesk for 3 years
What do you like best about the product?
Simple, intuitive operation even for new employees
What do you dislike about the product?
Partially outdated documentation, screenshots not current
What problems is the product solving and how is that benefiting you?
IT support tickets, we are now much more efficient than before.
World Class Customer Service!
What do you like best about the product?
The customer support for FreshDesk and FreshService are truly world-class. 5 Stars!. Their support is very fast and knowledgable and they always focus on solving any issues.
What do you dislike about the product?
Occasionally changes are made to the system without communication, but that has been improving.
What problems is the product solving and how is that benefiting you?
We use FreshDesk for our CRM system. Customers can open tickets via our portals or we can also open tickets from customer calls and emails. We use FreshDesk to provide the best customer service to our customers. FreshDesk is constantly improving their product(s). I would highly recommend them.
Good tool
What do you like best about the product?
How well you can organize things to your liking
What do you dislike about the product?
I'm not sure that I can think of any specific dislikes at this time
What problems is the product solving and how is that benefiting you?
Keeping support inquiries organized and making sure everyone gets a response, unlike before we used this tool
Freshdesk is a wonderful platform for Customer Support.
What do you like best about the product?
Integration with multiple services like Freshsales and Chargebee. On one page, we can see all the information. And it had integration support for platforms like Facebook, Twitter, and Instagram.
What do you dislike about the product?
Open the single ticket in one window. It would have been used on the same page with multiple tabs, just like Zendesk.
What problems is the product solving and how is that benefiting you?
It was used for addressing student queries. It was a user-friendly and easy-to-use platform.
The best part is that Freshdesk team is open to learn, teach and very agile.
What do you like best about the product?
Very intuitive, we love the daily dashboards our agents get to see.
What do you dislike about the product?
Analysis can get better. There are a few limitation in that area.
What problems is the product solving and how is that benefiting you?
Better reports and visibility. If itcan be integrated with other BI tools it would be great.
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