Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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The amazing customer relationship platform
What do you like best about the product?
It is intergrated with social media accounts like twitter and facebook, so you can easily manage all these at one place and it provides very easy setup. You can learn from its provided tutorials if you have any problem using it. Its ticketing automation feature provide you better management of your business workflows because you can create tickets in different ways. It also provides third party integration with other tools like mailchimp, skype, dropbox etc so you can use their platform as well to use it in better way.
What do you dislike about the product?
They must integrate with other social media trending applications as well like instagram or others. A refresh to client side portal is needed as it becomes clunky. There must be upload images option required rather than attach files. In this app assigning email to team members is remain hidden in inbox which causes duplicate works.
What problems is the product solving and how is that benefiting you?
The platform is overall a great support for customer support as we had enough number of clients to manage now this platform made easy to transfer, add information to any client. It is integrated with other online chats system so this feature is quite helpful. The analysis became easy for us now any time we can check any individual's result. This helped us a lot for upcoming leads.
poor technical support and poor attention
What do you like best about the product?
Fresdesk has brought us many more problems than we could solve with them, above all because their technical support is deficient. We lasted more than 4 days because if they wanted to pay attention to us and incidentally when they attended to us, we received annoying responses that they would soon contact us. which in the end never came like this our ordeal began as we began to lose clients since we could not solve the problems with freshdesk the agents never returned our calls and basically the message they sent us was that we were not important enough for them to deign to answer us
What do you dislike about the product?
I really don't like anything about freshdesk since they brought us a lot of problems and waste of time and money. Their technical support never solves anything and I had problems with the caller ID and my database is completely messy. I do not recommend them at all.
What problems is the product solving and how is that benefiting you?
use we didn't get any benefits since we could never work well with them so we could never make effective use of freshdesk
Very useful, must invest time to know features
What do you like best about the product?
Ease to configure new fields and new menus
What do you dislike about the product?
All the time required to understand what the tool can do for you. Cannot customize dashboards
What problems is the product solving and how is that benefiting you?
We use fresh desk as ticketing tool for customer support, questions and technical support.
Excellent to track interactions and history and SLA
Excellent to track interactions and history and SLA
Recommendations to others considering the product:
After having the users training get the admin training to understand the configuration and possibilities of the tool
Essential tool in my daily work.
What do you like best about the product?
FreshDesk is a good support plan which allows for effective customer service. Using this particular tool to process claims might be gratifying. It was simple to control and tackle all complaints. We owe the success of ours to a huge level. It's easier to track old and new claims and resolve them well before they're finalised. It's become a helpful platform for building good customer relationships.
What do you dislike about the product?
It's a software program which enables you to provide customer service, it's a top quality, flexible service which is going to solve some difficulties in a relatively short period.
What problems is the product solving and how is that benefiting you?
Freshdesk assures good quality of service and customer service management is happy and also surprised with this particular device. The UI of this device is very easy to adapt and very simple to learn. It's fascinating that every individual criticism may be accompanied by info that is relevant and forwarded to the next relevant person or department in control of the business. I actually love the service it provides.
Recommendations to others considering the product:
This has strengthened cooperation. Because of effective functioning, we're able to communicate with the customers of ours without problems. It may be said it's a tool to offer services at an affordable cost.
Great Product- Highly Recomend
What do you like best about the product?
This platform is mature and extremely user friendly. We have recently switched from another support platform and we have had glowing reviews from customers for the user experience. We also have great internal reviews. It was easy to learn and easy to configure. The FreshWorks platform has many features that could be helpful for any business needing this kind of service.
What do you dislike about the product?
I wish they had a better knowledge base.
What problems is the product solving and how is that benefiting you?
Analytics and user experience are way better than a competitor!
The best Help desk Solution
What do you like best about the product?
A work tool to manage support ticket unique in its class, with a clean and dynamic interface that gives users a tool to open easy support tickets and at the same time get quick questions and answers and likewise to employees Support provides you with an easy-to-use dashboard with many tools available when responding, transferring, or closing a customer ticket. for me it is the best support tool and one of the most complete on the market.
What do you dislike about the product?
In my opinion I think that the option they offer in omnichannel is a little incomplete in the sense of buying the products separately or all in one in order to save money, I think that there are very necessary tools that are only obtained if you buy the packages by separated but at the time of joining them in a single package they lack very good characteristics that should be included. I also believe that they should offer support in other languages such as Spanish, one of the most widely spoken in the world and with a presence in many countries, also the waiting time on many occasions to resolve a support ticket is days or on occasions not they answer and that makes the service a bit annoying
What problems is the product solving and how is that benefiting you?
Through the Freshwork products included, fresh desk, fresh caller, fresh chat we have been able to get one of the most complete tools to be able to handle the questions, doubts or problems of the clients since when integrating all the tools in the same place, they do the I work easier and faster for both the client and the support employee.
Recommendations to others considering the product:
It is one of the most complete services, easy to use and with many options when purchasing it.
a little clunky and buggy. Some nice features
What do you like best about the product?
General responsiveness of the website and tickets search feature is strong
What do you dislike about the product?
Some features do not work well such as the colleague ticket view feature which is not 100% accurate and some template text field bugs. (you start typing and the cursor sometimes go back up at the beginning of the text box...strange)
What problems is the product solving and how is that benefiting you?
We log call tickets and receive customer requests through our CRM (Activix). Our knowledge base and chat system (Freshchat) is also integrated directly to the CRM.
Recommendations to others considering the product:
Try their trials, it's worth it! We use Freshdesk for tickets and Freshchat for chat sessions integrated to our CRM software and it works well.
Another great app for helpdesk
What do you like best about the product?
Great to handle support through email and awesome response
What do you dislike about the product?
The costumer portal lacks of more information
What problems is the product solving and how is that benefiting you?
IT problems and give support both teammates and clients
Recommendations to others considering the product:
Popular help desk software solutions on the market.
An excellent system which supports your customers.
What do you like best about the product?
The app evolves quite well. It is intuitive and easy to use that lets its consumers accomplish all sorts of activities without having to learn in depth any of its features. Watching any demand they make is especially helpful, using tokens to enable each event to be checked in better specifics including client history and helping to decide the agent who he is ideally suited to fix each issue.
What do you dislike about the product?
Monitoring isn't very good, because you prob won't have the amount of reports you'd like to have even if they provide some freshdesk-type apps, there's scope for enhancing this monitoring system's improved application.
What problems is the product solving and how is that benefiting you?
We had a major problem in the business where I work, valuing complaints and client issues that needed to be addressed as quickly as possible. Along the process these have been overlooked as the scope has risen and we have been wasting time locating them between the lists. This dilemma has gone down in history with the aid of freshdesk, as it helps us to arrange the tickets that are most relevant for us to fix and keep them right on the board so as not to lose track of them in the operation.
Recommendations to others considering the product:
It is a program which will make you enjoy that from the very first time you use it, the functionality of its features, the ease of its apps, the intensity of its software reaction.
A business ticketing solution and more
What do you like best about the product?
The information it provides from each user is very useful as it keeps abreast of data of interest which help the agent to have a better understanding of the client. The ability to prioritize tickets depending on whether they come to say from a specific department or customers who need to be served immediately allows team members to work with a dynamic required by application requirements or software they're working with. The robustness of its functions makes it a tool of great flexibility and management.
What do you dislike about the product?
The documentation is a bit advanced and difficult to digest even for advanced users so it is necessary to read carefully in order to understand correctly the instructions to follow. Very little customization place in different parts of the app as in color editing and layouts which would be of great help for users who need to work in a specific way to be more productive day after day. Reporting falls short on metrics that would give significant value to the performance analysis of a certain point of interest of the company.
What problems is the product solving and how is that benefiting you?
The main benefit is that all our ticket section is backed up in the cloud, the customer support analysis data can be accessed from the company's business accounts and finally, the embedded marketing solutions of Freshdesk makes it possible to create marketing paths like email marketing, SEO, etc.
Recommendations to others considering the product:
Although is the first support software that I've used, I recommend it because it offers complete features in the dealing of customer support for your services and its automation. I think that it can be the ideal solution to avoid using an email inbox to handle your clients' problems, avoiding spam and missing emails.
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