Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Excellent Tool
What do you like best about the product?
Integration with Google and the Knowledge Base. My voice was heard, and the Android app was Updated with astonishing results
What do you dislike about the product?
Sometimes the Android APP is not updated with the web app
What problems is the product solving and how is that benefiting you?
We have organized the Users Requests flow and the statistics that some organizations Ask us to have about their users using our services also we are measuring the performance of the agent per ErrorType Basis, and it is working spotlessly
Recommendations to others considering the product:
this is a 11 out of 10 stars solution... I have shown many of my Customers how to use it for their daily queue chores
Freshdesk
What do you like best about the product?
I believe Freshdesk is one of the better Help Desk software's I have used. It is extremely easy to use and very customizable to fit your teams needs. Customer service is fantastic and very reliable. They offer a chat feature to easily be able to get in touch with support and they will walk you through any issue at hand. Interface is very easy on the easy and easy to navigate as well.
What do you dislike about the product?
Some features such as employee offboarding still need some work. Would have been nice to work the kinks out before rolling out the product but what can you do. The feature needs to be able to notify others beyond HR and IT such as Payroll etc etc. They need to be added to other systems beyond the two that are allowed. I think this was something that was overlooked but apparently is being worked one.
What problems is the product solving and how is that benefiting you?
We use fresh service for everything. Onboarding, Offboarding, Ticketing, and Inventory. It is nice to be able to centralize these things into one software so you do not have to go back and forth. An employee is terminated you can set tasks to make sure nothing is missed and switch from the ticket view to the inventory view and update accordingly. We currently use this as an internal product utilizing both email tickets and the portal and users have no complaints about the ease of submitting tickets using the system at hand.
Recommendations to others considering the product:
Give Freshdesk a shot I believe you will be pleasantly surprised!
The software is the best partner for what we work with customer service management.
What do you like best about the product?
It is an advanced and robust application with a range of features, which we can highlight, including: warnings and problem escalation, real-time chat, multi-channel communication, automatic routing, SLAs (Service Level Agreement), knowledge base management, ticket and complaint tracking and network control or monitoring. It also enable you to manage all communications with your clients, whether e-mail, telephone or social networks, in one location, so that you can provide fast and personal support. It is, however, very easy to use so that its learning curve is minimal and can be adjusted in certain aspects or functions.
What do you dislike about the product?
It has certain restrictions on report generation, as in our case, we produce monthly reports on case or ticket management, generally processed cases. Or open, and the reports in templates already pre-established in the system had to be produced, so we regard them as limiting, since every company, business, should have the option of processing or systematizing the collected information as they like and is more responsive to their needs.
What problems is the product solving and how is that benefiting you?
We also greatly enhanced our customer service, because this digital approach enables our customers to build their tickets and we process them quicker and more coordinated, as it is convenient, for faster reaction and case resolution, to "assign" e-mails to the appropriate and the right person in the department. We are also able to manage the easy to use mobile application, and the chat feature, so Freshdesk is now a vital tool in our development, incorporating it and integrating into other additional programs, for all these benefits, which have been helping us strengthen our weaknesses.
Recommendations to others considering the product:
Despite its high current prices, its capacity to contact all customers and provide a stable system of interaction in solving doubts, Freshdesk is certainly a worthwhile shopping platform that is driving every business and achieving results Successful in its growth.
Freshdesk rocks
What do you like best about the product?
That we organized all our support and now we have a powerful tool with KPIs and all metrics in one place
What do you dislike about the product?
Nothing till now (4 years in use with more than 20 aents)
What problems is the product solving and how is that benefiting you?
Our clients are sites and we monetize their inventory. We solve all the technical issues with our Support team and keep the commiunications there. Few years ago we did it with outlook, it was impossible to track the threads and have Metrics/reports
The best ticketing solution on the market
What do you like best about the product?
The ability to configure ticket fields and templates
Simple yet clear and precise nature of the ticket
Integration with Freshchat with Whatsapp and now Freshbots
Reporting and analytics assists in data driven decision making
Simple yet clear and precise nature of the ticket
Integration with Freshchat with Whatsapp and now Freshbots
Reporting and analytics assists in data driven decision making
What do you dislike about the product?
None that come to mind at all, Freshdesk is assisting in solving our root cause analysis through the use of the data extracted
What problems is the product solving and how is that benefiting you?
We have multiple countries that we serve and gathering information from the ticket analysis helps us to focus our attention on the countries with the highest ticket volumes. Root cause analysis is being facilitated by the data coming from Freshdesk
Recommendations to others considering the product:
Freshdesk is quick to implement and highly configurable. In addition to being able to get world class support from the Freshdesk team, there is access to the Freshdesk academy where your team can complete relevant learning modules on elements of the Freshdesk solution. Highly recommend Freshdesk! The additional solutions offered by Freshworks, inlcuding Freshchat, Freshsales, Freshmarketer and now Freshbots, makes this the logical decisions to make when considering a fully integrated customer and agent centric ticketing system.
Freshdesk will make your support team's job much easier
What do you like best about the product?
The "customer satisfaction" feature is very clear and very complete, it provides us with clear data on how our employees are dealing with certain types of problems and which ones are meeting our service expectations and helping our company to maintain the quality of the sector customer support.
What do you dislike about the product?
Reports - Does not match the quality that Freshdesk offers in other resources, are they good?Yes, they are,but they are still a little too simple. Customizing reports also leaves something to be desired,as it is somewhat complex.
What problems is the product solving and how is that benefiting you?
Freshdesk helped our support sector to better deal with the tickest and help requests that our customers usually make when faced with any questions or problems.Freshdesk helped to automate the entire support process, from the opening of the tickets to its completion, thus, we had a great gain in agility and organization and consequently the support sector employees had their work facilitated resulting in a good productivity gain for the company.
Recommendations to others considering the product:
Freshdesk has everything a good help desk needs, the way it automates the entire ticket handling process is incredible and will help your support team to have a big productivity gain and will also help to keep the company's customers happy to have their problems and doubts resolved quickly. If you are looking for a good help desk option, Freshdesk is an option that should be at the top of your list.
Extremely Recommended Product
What do you like best about the product?
Simplicity and functionality. Very easy to teach my staff and clients to use it.
What do you dislike about the product?
Can't link it with Zoho Books Timesheets
What problems is the product solving and how is that benefiting you?
We use Freshdesk as a main tool to register, monitor our clients requests.
Fresh ticketing system
What do you like best about the product?
I like points which agents can get for done job.
What do you dislike about the product?
You cannot edit the replayed post.
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Only what you can edit is the initial question.
And also you cannot edit agent's answer once replayed.
Only what you can edit is the initial question.
What problems is the product solving and how is that benefiting you?
Requests from email, phone, web, chat and social. Everything is combined via automated workflows, self-service options like bots.
Software tailored to customers.
What do you like best about the product?
I love this software because it helps me to have totally easy integrations with domains that are personalized, this allows me to have a good acceptance with the client. On the other hand Freshdesk has a very fluid interface, I can navigate very easily when using it. It should be noted that I can label in a very simple way, it is something I was always looking for, also reallocating the labels is easy. However, it is good to note that I can manage tickets very efficiently.
What do you dislike about the product?
I think I don't have much to say against the software. Perhaps it would be better if search filters were improved to simplify this process and be much faster. However, it works excellent overall.
What problems is the product solving and how is that benefiting you?
For the company it has been an important tool, since we handle constant customer support. In other words, we use Freshdesk to track, open and precise communication with our customers through tickets that become support for us. It has definitely been very substantial the presence of Freshdesk because we can have a line of communication and problem solving having a thorough record thanks to its functionalities.
Recommendations to others considering the product:
For the company it has been an important tool, since we handle constant customer support. In other words, we use Freshdesk to track, open and precise communication with our customers through tickets that become support for us. It has definitely been very substantial the presence of Freshdesk because we can have a line of communication and problem solving having a thorough record thanks to its functionalities.
The best way to stabilize a customer support system.
What do you like best about the product?
Freshdesk has become my main work motivation and the most sophisticated service that my company currently has, since it provides great features that help to correctly handle customer service, and the resolution of consumer doubts. During all this time, Freshdesk behaved in an excellent way, providing very easy to handle functions, and that adapts quickly to the knowledge of each user. During my experience with this platform, I had the opportunity to enjoy various positive factors that have driven my results in this platform, and have achieved a greater expectation of it, these positive factors were:
- Freshdesk provided me with a great facility for the use of each of its functions, allowing me to develop more easily during the sections of the platform. I am delighted with this great ease of use.
- It has an excellent video quality for the connection of video chat with each client, a video quality that allows the correct viewing and allows the user to establish a correct link with the administrator, to simplify the resolution of doubts.
- Freshdesk provided me with a great facility for the use of each of its functions, allowing me to develop more easily during the sections of the platform. I am delighted with this great ease of use.
- It has an excellent video quality for the connection of video chat with each client, a video quality that allows the correct viewing and allows the user to establish a correct link with the administrator, to simplify the resolution of doubts.
What do you dislike about the product?
All these positive factors, were really influential during the process of use in my company, however, during my experience there were also several negative factors that significantly affected, or doubted, our follow-up of use with Freshdesk, these factors were:
- The platform has a poor App for mobile devices, which is not able to send notifications at the exact moment when a customer needs some kind of support. I would like a much more stable notification system for us.
- The prices of Freshdesk was not something that I liked very much, since during my time of use, these prices increased significantly, and this caused that the ROI, was in much more time, however, I continue paying my membership because I consider that Freshdesk It is a worthwhile platform, but these prices should decrease a bit.
- The platform has a poor App for mobile devices, which is not able to send notifications at the exact moment when a customer needs some kind of support. I would like a much more stable notification system for us.
- The prices of Freshdesk was not something that I liked very much, since during my time of use, these prices increased significantly, and this caused that the ROI, was in much more time, however, I continue paying my membership because I consider that Freshdesk It is a worthwhile platform, but these prices should decrease a bit.
What problems is the product solving and how is that benefiting you?
I am really very happy with all these results obtained with the help of Freshdesk, it has perfectly adapted to my entire company and has provided the essential characteristics to have a perfect development within our work activities. Currently, Freshdesk helsp me to have a much more stable communication with the clients, for the resolution of doubts, or to attend them as a support system within the company that I am currently working on. Freshdesk has allowed us to have an extremely adequate support system for our customers.
Recommendations to others considering the product:
Freshdesk is a platform that undoubtedly is worth buying, despite its high prices today, its ability to contact each customer and provide a stable system of interaction for the resolution of doubts, is what powers each company, and achieves successful results in its growth.
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