Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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External reviews are not included in the AWS star rating for the product.
Simple to use, easy to implement and definitely scalable
What do you like best about the product?
It makes customer support a lot simpler. Freshdesk continues to help streamline our customer service. It helps to bring queries from Facebook, Twitter and emails into a single back-end which makes my team to efficiently answer queries. With a continuously growing student database, it is key for us to ensure that we meet their requirements and Freshdesk has helped us do exactly that!
What do you dislike about the product?
Would have loved a YouTube and Instagram integration as we do get a lot of queries in these channels
What problems is the product solving and how is that benefiting you?
The main objective was to streamline our Customer Support. By providing a single backend for different channels, Freshdesk has helped us work more efficiently and make my team's lives easier. The provision of a Knowledge Base has eliminated a lot of trivial queries that would come in.
Recommendations to others considering the product:
I would definitely recommend SMB's to consider Freshdesk as a possible choice for your customer support.
Freshdesk has taken our company to another level!
What do you like best about the product?
Tracking agent performance is so easy with Freshdesk. Its very easy to keep our reps informed of their productivity and we are able to easily compare their workloads. Freshdesk also makes it quite easy to detect trends so necessary adjustments can be made proactively. It easy to have SLA alerts and we love the customer satisfaction survey options. I also love that the Freshdesk Support team is very responsive!
What do you dislike about the product?
I wish there was a way to export reports that provide a breakdown of volumes by day.
What problems is the product solving and how is that benefiting you?
We are better able to handle the workload. We are able to see all inquiries by requestor for historical purposes. Its quite easy to navigate and we love the ability to prioritize tickets.
Recommendations to others considering the product:
This is a great tool that is very easy to install and easy to use. Your agents will love it and tracking product and agent performance is wonderful.
Freshdesk makes it possible
What do you like best about the product?
Solutions - these help me quickly answer questions for some users, and can prevent questions from being asked because some users actually look for themselves!
What do you dislike about the product?
You cannot attach or insert a solution into a new "email".
What problems is the product solving and how is that benefiting you?
We are able to stay on top of the constant barrage of calls/questions without missing anyone. Our support staff is very small, but we still are able to give amazing customer service because we can manage it all in one place.
Excellent service and post-sales support
What do you like best about the product?
Excellent post-sales support, immediate feedback through on-site chat
What do you dislike about the product?
Sales process wasn't the most straightforward
What problems is the product solving and how is that benefiting you?
Android app customer service
Most amazing support ever!
What do you like best about the product?
Listen to my problems & don't dismiss me
What do you dislike about the product?
Nothing - they are 100% loveable. I have had a lot of tickets with them during my implementation and every single ticket has had a positive and amazing response.
What problems is the product solving and how is that benefiting you?
We build several products and provide many services. We want a helpdesk to accept tickets from email/widget/agent-created and have the ticket land with the correct support group.
Recommendations to others considering the product:
They listen - so speak up if something isn't working right or you need help setting things up. They are awesome!
Amazing Technical Support
What do you like best about the product?
The ease of submitting, updating and reviewing a technical support ticket.
What do you dislike about the product?
Instructions on how to add an occasional user would have been helpful
What problems is the product solving and how is that benefiting you?
I was unable to view, resolve or merge an open ticket.
Excellent support
What do you like best about the product?
The simplicity of the setup and immediacy
What do you dislike about the product?
That not all parts and supports are in Italian
What problems is the product solving and how is that benefiting you?
We use it for customer care
Short and very helpful
What do you like best about the product?
The fact fact that my problem was fixed very fast.
What do you dislike about the product?
Spam emails after contacting the help desk.
What problems is the product solving and how is that benefiting you?
social media and website complaint answering and analysis.
It's intuitive, stable, and efficient.
What do you like best about the product?
The overall usage of the ticketing system, and being able to receive tickets via email.
What do you dislike about the product?
The pricing model. If you move up to the next tier, you get charged per Agent per month. Also, the reporting is lacking. I wish there was an easier way for me to report on the tickets
What problems is the product solving and how is that benefiting you?
We're able to provide support to our clients anywhere in the world by using a system that is easily accessible by our clients.
Quick resolution is always appreciated!
What do you like best about the product?
The support team is always courteous and responsive. They seem quick to tackle even the most difficult problems. They are responsive in that they let you know of any progress or delays, so you're not left out in the cold.
What do you dislike about the product?
So far I have not had a bad experience. Nice work guys!
What problems is the product solving and how is that benefiting you?
We provide our customers with prompt support service using a complicated software engineering program. FreshDesk helps us to keep our customers satisfied.
Recommendations to others considering the product:
Ease of use and setup. Certainly worth your effort to evaluate.
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