Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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World’s leading CRM
What do you like best about the product?
Freshdesk is a leading customer support software because it assures the customer relationship management in the best way. Moreover, this application has certain useful features that increase my productivity of work in terms of managing all my clients and customers in a unique way without any difficulty. Apart from this it has certain features that are beneficial in terms of increasing my sales by different ways.
What do you dislike about the product?
It is always a good solution for all those companies that require an affordable CRM that also matches their terms and conditions. So, it is flexible enough for every type of company whether it’s B2B or B2C because of its amazing features.
What problems is the product solving and how is that benefiting you?
I can easily manage my sales pipeline through it, which is wonderful enough to make me engage in everyday sales outcomes. I can easily interact with my customers through its variety of channels that are creating a beneficial environment around me. Moving ahead it has certain features to support me with my controlling system by tracking all my deals in a regular manner.
Recommendations to others considering the product:
It is a good recommendation for any sort of company where there is less resource as well because of it is free cost nature. Also, it’s indeed the best CRM these days.
High efficiency and performance for a customer support system
What do you like best about the product?
First of all its user interface is well friendly, easy navigation, user controls easy to view which helps to perform all kinds of tasks necessary to deliver a responsive and quality service to all the customers of your business. Tracking tickets throughout the entire process is one of the advantages offered by freshdesk which provides an open communication channel at all times with the client with the possibility of redirecting the client to an agent who is better trained and thus being able to provide a more personalized experience with a high level of efficiency
What do you dislike about the product?
When it comes to reporting it does not provide important metrics that you would like to perform a correct analysis of operation within your workflow so it is necessary to implement more options within the report to have a more detailed insight of points of interest to you and your team.
What problems is the product solving and how is that benefiting you?
Ticket status tracking was always a problem with the software my company used before, I didn't have a clear and easy way to prioritize them so there was endless requests which were very difficult to know which were higher importance compared to others, thanks to Freshdesk this was in the past due to its effective management of its ticket system which provides the possibility to better structure your workspace and thus work in a much more organized way causing the productivity of an entire team to be substantially increased
Recommendations to others considering the product:
The simplicity of its functions at the same time of the possibility to configure them as complex as it is necessary will make you do not want to work with any other type of customer software, it's balanced structuring of functions, response of it's tools and their powerful range of features ensure that all customers who are served under Freshdesk control end up receiving a quality service, highly personalized and with the minimum possible delay, all under a single platform.
FreshDesk
What do you like best about the product?
It is easy to use, we can create canned responses and add those responses with shortcuts faster and we can automate actions against incoming tickets for marking them as spam or assigning some similar values to all tickets like group, priority, team etc and track SLA for tickets for and communicate easily with clients.
What do you dislike about the product?
there are some issues when using freshdesk on mobile and we are unable to perform actions against tickets we receive when we are away from PC and want to respond to a ticket.
What problems is the product solving and how is that benefiting you?
Creating E-Guides, providing technical support, managing tickets, responding to tickets, tracking SLA.
Recommendations to others considering the product:
it is easy to use, you can create E-Guides, provide technical support, manage tickets, respond to tickets, track SLA.
Best ticketing solution
What do you like best about the product?
Good price, amazing support, easy to use
What do you dislike about the product?
Maybe a little complicated to set up with 0 prior experience
What problems is the product solving and how is that benefiting you?
We use Freshdesk as our main Customer Service portal, and live chat
Recommendations to others considering the product:
Go for it. This was the best possible thing we did for our customer service teams. Provides an all-round solution to everything imaginable.
Intuitive interface, great customer care
What do you like best about the product?
The simplicity of the platform and the good support from FD team
What do you dislike about the product?
so far everything works great. can't say I dislike anything.
What problems is the product solving and how is that benefiting you?
I manage all the interactions between clients and our support team, mixing different sources / channels in one main dashboard.
Recommendations to others considering the product:
I recommend Freshdesk for the simplicity, specially for small companies. You don't have to be an expert in order to set an account and integrate multi emails, with action triggers etc.
Also, their support is great, anything that you don't understand they will fix it for you and explain it to you immediately via email.
Also, their support is great, anything that you don't understand they will fix it for you and explain it to you immediately via email.
Seamless handling of customer support tickets
What do you like best about the product?
The product is easily adaptable to any company’s needs. You can easily share customer tickets with other employees without losing any information along the way. Everything all in one place. It’s easy to start to learn what questions are frequently asked and then take steps to add this information to your website. The reminders help make sure you don’t forget about a customer response and also keep things on track for quick responses and happy customers.
What do you dislike about the product?
I dont like the way it shows sent emails - id rather send from my own mail app with my email signature. I think that there should also be a way to categorize incoming tickets and then have said categories be linked to certain employees in appropriate departments who can handle specific types of questions.
What problems is the product solving and how is that benefiting you?
Learning where we need to add to our FAQ sections. Having all of the tickets liked to a support page helps up update necessary information as we realize it’s importance to customers.
We also are learning about our normal time spent before responding to customers. It’s easy to forget about a response, or realize that it has been a few hours since responding when you are using other systems or even your own email, but with Freshdesk, there is a clear indicator of how long it has been since the last response and it tells you when your next response is due.
We also are learning about our normal time spent before responding to customers. It’s easy to forget about a response, or realize that it has been a few hours since responding when you are using other systems or even your own email, but with Freshdesk, there is a clear indicator of how long it has been since the last response and it tells you when your next response is due.
Recommendations to others considering the product:
Realt a great option for those looking to improve their website in addition to their customer support.
Excellent company
What do you like best about the product?
Excellent helpdesk software, which has transformed how we are able to operate our business. Fantastic support whenever you need it, they respond very fast to any issues to bottom them out when you report them. If you are in need of this type of system, then I highly recommend it to anyone.
What do you dislike about the product?
Not a lot to dislike, it all works as it should.
What problems is the product solving and how is that benefiting you?
We use it as a request from a client to book a service
Best support in the biz
What do you like best about the product?
Even though Freshdesk helps me support my customers, it's their customer service that keeps me using the service. I can get immediate help that is knowledgeable and personable. I don't feel like I'm talking to a machine. I like the chat feature with emojis. I'm a one-man (woman) help desk and without their support, I wouldn't have been able to set up my metrics and parameters without their real-time assistance.
What do you dislike about the product?
Sometimes it can be difficult to find answers on my own. After a few attempts, if I contact their live support, they help me within a few minutes. Because there are FAQs, I can often do it myself but if I can't, I still get the help I need.
What problems is the product solving and how is that benefiting you?
I have customers that need help with our proprietary software. When they put in a ticket for help, I get an immediate email notifying me of the ticket. I get a notification on my phone's Freshdesk app, AND I get a notification that goes to my smart watch. I've had my quarterly first response time down to 8 minutes. I was able to present these metrics to my CEO; after which he presented with the annual Sewell Customer Service award at our Christmas party. I couldn't have gotten that without Freshdesk's amazing help desk software and their automated metrics. I can't brag about Freshdesk enough.
Recommendations to others considering the product:
My best recommendation to others is to look at everything they have to offer. They are experts in their field and have thought of everything. They are always coming out with new features, so be sure to find out if they will work for you.
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!
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