Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Correct accessibility for customer service.
What do you like best about the product?
It is important to highlight the great development that this entire platform has had in accordance with its entire implementation and in accordance with the adaptation it has had to help us have a tailored technical support, capable of helping us collaborate with any doubt or administration process of each client. I believe that Freshdesk has worked stably, helping to offer great consumer support and offering various ways to get in touch with each customer. During my experience, several positive factors have emerged which have allowed all the results to be enhanced, and allow us to have a correct customer service, these factors were:
1.- Freshdesk has an excellent notification system which alerts you at the exact moment when there is a new ticket entered into the system, this helps a lot since I can answer all kinds of doubts without the need for the customer to wait so long.
2.- Freshdesk allows to attend any client through various ways, offering the possibility of serving the client through video calling, a much simpler process to answer all kinds of questions.
1.- Freshdesk has an excellent notification system which alerts you at the exact moment when there is a new ticket entered into the system, this helps a lot since I can answer all kinds of doubts without the need for the customer to wait so long.
2.- Freshdesk allows to attend any client through various ways, offering the possibility of serving the client through video calling, a much simpler process to answer all kinds of questions.
What do you dislike about the product?
All these positive factors have been really influential during my use process, and have been essential to enhance all the functions of the platform, however, during my experience there have also been several negative factors that have been noticed a alot, and have affected meaningful way to my business progress. These factors were:
1.- The implementation process was not completely simple, there were several functions which we could not manage instantly, and configurations that were a bit complicated to establish. I believe that this platform should place a much simpler process for implementation.
2.- The application for mobile phones provided by Freshdesk takes up too much space on the device. I believe that this App should take up less space, to allow the user to get the most out of it, since it certainly benefits the fact of serving customers from the cell phone.
1.- The implementation process was not completely simple, there were several functions which we could not manage instantly, and configurations that were a bit complicated to establish. I believe that this platform should place a much simpler process for implementation.
2.- The application for mobile phones provided by Freshdesk takes up too much space on the device. I believe that this App should take up less space, to allow the user to get the most out of it, since it certainly benefits the fact of serving customers from the cell phone.
What problems is the product solving and how is that benefiting you?
I am very happy with all the benefits provided by the fact that I have implemented Freshdesk in my company, since I have established a diverse customer service and I have extracted a better experience in each one of them. I believe that this platform currently helps me a lot to be able to contact consecutively with each client who has a doubt within the company I am currently working on. I hope to continue enjoying this great quality of work.
Recommendations to others considering the product:
Freshdesk is a platform that is undoubtedly worthwhile, since it generates really remarkable results and helps the administrator to be able to get along quickly with any client. I believe that this platform is at a very good price, and is extremely accessible by any company.
The Perfect Customer Management Solutions & Ticketing System
What do you like best about the product?
I love the fact that everything is automated. A customer just have to send us an email, which is automatically enlisted in the ticketing system, assigned to our agents, and flagged for follow-up.
What do you dislike about the product?
Performance report is not available in the blossom or free package. I believe that this is a must for all users and should be available for free, in my opinion.
What problems is the product solving and how is that benefiting you?
This helped us monitor and respond to every customer query and greatly improve customers' satisfaction rate, as well as our response rate.
Recommendations to others considering the product:
I do recommend, if you have to manage a lot of customer requests. It has an amazing centralized dashboard and a multitude of cool features.
Great effort, some logistical issues
What do you like best about the product?
Tiered business model....buy only what you need. Very nice gui. I like the way they designed the response time/resolution time collection. Solid reporting capability.
What do you dislike about the product?
They are based...and I mean solely based...in India. Therefore communication is challenging. They try their best to compensate, but its been challenging.
Secondly, I'm SO OVER this "new" model where there are no live people to talk to when help is needed. This 'log a ticket and we will respond, via email, within 24 hours' business is ridiculous. I want to talk to a live human being with a brain capable of rationale conversation that can problem solve. I know its a cost savings, but its incredibly annoying.
Secondly, I'm SO OVER this "new" model where there are no live people to talk to when help is needed. This 'log a ticket and we will respond, via email, within 24 hours' business is ridiculous. I want to talk to a live human being with a brain capable of rationale conversation that can problem solve. I know its a cost savings, but its incredibly annoying.
What problems is the product solving and how is that benefiting you?
Communication barrier is significant. Time zone issues. No live tech assistance.
Customer support automation
What do you like best about the product?
Freshdesk is a tool that has it all in one, countless features make a complete and high quality software. Mainly it as given me the facility in the customer service, with a ticket system that is in favor of improving the capacities of attention to the inconveniences and dobouts about the service we offer.
It is flexible and adapts easily to our work pace, its implementation was almost immediate and quickly offers excellent results, including a higher ROI. It presents variability in communication channels, through chat rooms, comments, with the possibility of attaching videos, images that make interaction with customers much more efficient.
The notification system is quite complete, send quickly upon receipt of claims or question tickets, manage them and label accordingly.
It is a safe and reliable tool, in it I can rely on all my work, the way I organize all my plans and events by tasks and work always prioritizing important activities, as well as the protection of each of the documents that I attach.
It is flexible and adapts easily to our work pace, its implementation was almost immediate and quickly offers excellent results, including a higher ROI. It presents variability in communication channels, through chat rooms, comments, with the possibility of attaching videos, images that make interaction with customers much more efficient.
The notification system is quite complete, send quickly upon receipt of claims or question tickets, manage them and label accordingly.
It is a safe and reliable tool, in it I can rely on all my work, the way I organize all my plans and events by tasks and work always prioritizing important activities, as well as the protection of each of the documents that I attach.
What do you dislike about the product?
It is always essential to be able to handle all cases in the shortest possible time as necessary, taking with me the mobile phone became more than practical, a necessity, in this way I can always respond immediately. However, the user interface has small drawbacks when it comes to full functionality, it does not show all the tools I need, nor the claim tickets at the time they are sent, this system has slow my work with respect to effective work we want for each of our users.
In the other hand, communication has small deficiencies in the workflow, live chat or instant messaging are usually a bit slow and less agile, wich leads to serius problems in our user management planning and quick response.
In the other hand, communication has small deficiencies in the workflow, live chat or instant messaging are usually a bit slow and less agile, wich leads to serius problems in our user management planning and quick response.
What problems is the product solving and how is that benefiting you?
With the software implementation we have achieved great goals. Among some of the benefits we have obtained are grater ROI, improvements in customer service management, improvement of our work plans, communication, liaison and a better relationship with each of our customers and business partners. We have solved problems of assistance to claims tickets, giving immediate response, automating our main pririty: the attention to each of our clients. With the organization of work, we quickly visualize our work objectives, optimize the range of assistance and even increase the chances of estblishing new business relationships.
Recommendations to others considering the product:
In recommend Freshdesk because, honestly, it is a great software that meets each of the quality standards, offers great rewards and incomparable benefits, easily adapts to any company, its name is synonymous with success.
Good product, would recommend for small teams
What do you like best about the product?
Very simple to use, self explanatory and no need for training or to follow any help guides.
What do you dislike about the product?
Merging jobs together can be painful. Sometimes it does it by itself, based on subject and this can often be wrong. When you need to split them this can be a bit buggy. The job you split should be removed from the previous job, sometimes it sits at the bottom of that job as well as splitting into a new job.
What problems is the product solving and how is that benefiting you?
For small teams this is perfect, you can easily assign jobs to team members and make sure everyone has enough to be getting on with.
Absolutely great ! Thats a great sollution for the professional companies dealing with many clients
What do you like best about the product?
Everything about Freshdesk! I really enjoy working with Freshdesk because its a really easy tool to deal with all the emails and to keep them in order. The assigning part to the agents it's great ! also the fact that you can add own filters, add the tags. Very helpful when you deal with massive amounts of the emails
What do you dislike about the product?
So far I have no complaints, I only would change it to be more clear when comes to analytics.
What problems is the product solving and how is that benefiting you?
Dealing with all the emails in an easy and fast way .
Recommendations to others considering the product:
It's unbelievable how easy is transmission from let's say Zendesk to Freshdesk! The team will do that for you so you dont need to worry that your old emails will be lost!
Customer service circumstantially.
What do you like best about the product?
Freshdesk has really occupied a very important place in the operation of our company, I consider that this platform has contributed the best functions and has perfected its features towards the user every day. I consider that this platform has given me the necessary to have a good performance and a correct implementation. During my experience, several positive factors emerged which correctly enhanced the results so that they could be noticed in the company, these factors are:
1.- Freshdesk has allowed me a perfect stability during customer service through videochat, this has allowed me to connect better and interact more accurately with each client.
2.- Very simple platform to use and implement, I really like to use Freshdesk, it has no complications regarding the use and application in customer service.
1.- Freshdesk has allowed me a perfect stability during customer service through videochat, this has allowed me to connect better and interact more accurately with each client.
2.- Very simple platform to use and implement, I really like to use Freshdesk, it has no complications regarding the use and application in customer service.
What do you dislike about the product?
All these positive factors were circumstantial in my business development, however, during my experience there were also several negative factors that significantly affected my business progress, these factors are:
1.- Freshdesk is at a fairly high price, I believe that this platform should offer prices more adapted to user financing, so that small businesses can also access the great functions of this platform.
2.- The mobile phone application has a small deficiency with the notification system, since it does not notify at the exact moment when a new customer needs support or needs to resolve any questions.
1.- Freshdesk is at a fairly high price, I believe that this platform should offer prices more adapted to user financing, so that small businesses can also access the great functions of this platform.
2.- The mobile phone application has a small deficiency with the notification system, since it does not notify at the exact moment when a new customer needs support or needs to resolve any questions.
What problems is the product solving and how is that benefiting you?
My experience with Freshdesk was quite good despite the various negative factors that arose during the period of time it was used, since this platform has been helping us to have constant attention with all customers, to provide them with a better resolution of doubts and better support within the company that I am currently work for. Honestly, I am satisfied with Freshdesk and its great business capacity.
Recommendations to others considering the product:
Freshdesk is a platform that is very much worth buying, since it enhances the results of the customers and improves the experience of attention and support, ensuring that customers are always satisfied with the attention. Freshdesk is the best platform for customer service.
The new interface is very clean and easy to navigate.
What do you like best about the product?
Easily integrates with custom domains for seamless consumer expertise.Tagging and reassigning is simple.
Mobile apps work well and permit for simple use across multiple platforms (particularly helpful once operating remotely).
Lots of nice options at intervals the free set up. The free set up permits for a good quantity of branding/customization of consumer portal.
Mobile apps work well and permit for simple use across multiple platforms (particularly helpful once operating remotely).
Lots of nice options at intervals the free set up. The free set up permits for a good quantity of branding/customization of consumer portal.
What do you dislike about the product?
The login answer drives Pine Tree State barmy. As AN Agent, I even have to login at a separate domain than my branded portal, that is confusing for brand spanking new team members and adds many steps to the login method. this is often notably cumbersome once attempting to use third party integrations that need Freshdesk login (like Shift App for Gmail).
A style refresh to the client-side portal would be nice. It's a touch clumsy and even with customizations, the default answer feels a touch dated.
A style refresh to the client-side portal would be nice. It's a touch clumsy and even with customizations, the default answer feels a touch dated.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to combination support requests from shoppers. I've extra many key members of my team as Agents, thus tickets will be assigned on to them and that they will communicate directly with the consumer for resolution. Freshdesk streamlines team communication and permits for expedient resolution of consumer problems. Agents will tag one another in notes and simply hand-off or collaborate pro re nata.
Recommendations to others considering the product:
Freshdesk is extremely like minded for growing firms wherever communication issues or requests via e-mails might get tons messier. however I additionally assume the price of the tool is very important, therefore perhaps in growing firms that don't have a lot of cash to take a position in ticketing tools, AN ASCII text file possibility might work higher.
This has made me more productive
What do you like best about the product?
Organizational and prompt responds with so many cool features like adding solutions, inventory, etc
What do you dislike about the product?
nothing yet. i have not noticed any thing yet.
What problems is the product solving and how is that benefiting you?
It related issues and this has been productive for me.
Recommendations to others considering the product:
N/A
The best way to offer technical support.
What do you like best about the product?
Freshdesk has become a very renewed way to establish various benefits around customer service and ticket service as a support for any questions. I believe that this platform has been sufficiently complete around what it has offered me, since it has given me the essential characteristics and functions to allow me a pleasant way to attend each user at the exact moment. During my experience with Freshdesk, I managed to obtain several factors which allowed me to establish an advance and an adaptation to the services of this platform, these factors are:
1.- Freshdesk has provided me with an implementation that is too easy, since in just a few weeks, I managed to implement the platform with totality, and get the platform to present me with several positive advances in the composition of our services.
2.- It provides me with a too complete support chat, with which I can establish a correct communication with any client and I can attend it from communication via video, audio or written.
1.- Freshdesk has provided me with an implementation that is too easy, since in just a few weeks, I managed to implement the platform with totality, and get the platform to present me with several positive advances in the composition of our services.
2.- It provides me with a too complete support chat, with which I can establish a correct communication with any client and I can attend it from communication via video, audio or written.
What do you dislike about the product?
All these positive factors have allowed me to fully adapt to the operation of the platform and all its features, however, several negative characteristics have also emerged which have significantly affected my progress with respect to this platform, these factors they are:
1.- Freshdesk for mobile devices is a bit complicated to use, since it offers a fairly compact App and it is very difficult to search each of the corresponding sections to answer the questions of any user. I would like to create a more modern App, which does not need to investigate much to find a section.
2.- The "tickets" system does not work correctly, since it currently does not send me notifications when a new ticket is created, this causes me several problems, since sometimes, I do not know when I have tickets stored.
1.- Freshdesk for mobile devices is a bit complicated to use, since it offers a fairly compact App and it is very difficult to search each of the corresponding sections to answer the questions of any user. I would like to create a more modern App, which does not need to investigate much to find a section.
2.- The "tickets" system does not work correctly, since it currently does not send me notifications when a new ticket is created, this causes me several problems, since sometimes, I do not know when I have tickets stored.
What problems is the product solving and how is that benefiting you?
Despite the negative factors that have arisen in all this time during the use of Freshdesk, I have had the opportunity to achieve great positive results and to get a lot of fruit from this platform. Freshdesk has helped me to have a better user support system within the company I am currently working on, a technical support that really helps the user in the right time, and is always available for any questions that may arise to the customer.
Recommendations to others considering the product:
Freshdesk is very worthwhile, since it is a platform that is at a really accessible price and all its functions ensure that the results of this platform are immediately noticed in the growth of the company.
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