Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Freshdesk is okay.
What do you like best about the product?
The views are very clean. You don’t have to worry about finding stuff because the page view looks clean and neat.
What do you dislike about the product?
Inefficient. Freshdesk splits tickets all the time. Sometimes the system will hoard tickets and then we get them all at once about a day late too.
What problems is the product solving and how is that benefiting you?
The ability to pull report for customer service inquiries.
Recommendations to others considering the product:
Use it they’re honestly working on it.
Better than Zendesk
What do you like best about the product?
Without being overwhelming, Freshdesk is very customizable. It doesn’t look like a product that’s been used by call centers or developed by engineers in the late 90s. It does look fresh, it has the features we need, and they’re very active about implementing helpful updates.
What do you dislike about the product?
You must get a third party developer if you want your help center (customer facing KB) to look good. Their built-in configurator is very limited - CSS knowledge required.
What problems is the product solving and how is that benefiting you?
Freshdesk always allows us to export raw data and involve our analytics team to make discoveries about our customers and their journey.
Freshdesk has allowed us to serve a very high volume of customers with a very small staff due to its focus on operational efficiencies.
Freshdesk has allowed us to serve a very high volume of customers with a very small staff due to its focus on operational efficiencies.
Recommendations to others considering the product:
Consider the ease of integrations with other software, the slight lack of build-your-own reporting tools, and cost.
Omni Channel Tool for the E-Comers Companies
What do you like best about the product?
First thing i would like to highlight is this is the best tool for the e-comers site for the helping of the customer queries in a really soft and professional manner.
What do you dislike about the product?
the thing i wouldn't like this could could be even better in terms of the operations part and make sure that the operating tools may have some options along with the enhancement tool.
What problems is the product solving and how is that benefiting you?
It is impacted a very wast in terms of the professional queries for the most of the E-comers companies around the global.
Recommendations to others considering the product:
I will strongly recommend use the freshdesk software rather than communication in terms of any other hops and all, It will make sure that your professional information is in a proper way & secured
Cloud based customer helpdesk application
What do you like best about the product?
This is a good helpdesk application for all type of business. It helps in monitoring workflows in our organisation.
What do you dislike about the product?
License fee is little bit higher than other vendors. Rest everything is good.
What problems is the product solving and how is that benefiting you?
Freshdesk helped in monitoring the workflow. We got updates on email regarding the ongoing customer tickets. This improved the customer relationship.
The best platform for customer support.
What do you like best about the product?
Freshdesk is a tool that helps to create and strengthen the company-client relationship with support software, because to achieve success the company must provide and make sure that the customer is satisfied with the services. Therefore, the application of the same gives the entrepreneur and his team greater productivity and efficiency, multi-channel management and increase customer satisfaction. Consequently, you get more profit and more customers. The same can be used for ticketing, chat support, telephone, email and mobile applications, as well as scenario automations. In freshdesk you have everything to delight your customers is easy to use, quick to set up, makes your team happy and involved.
What do you dislike about the product?
Freshdesk is a complete customer support tool, innovative and always up to date, adapting to the needs of the user. For these reasons, there were no negative points to be discussed
What problems is the product solving and how is that benefiting you?
Freshdesk is used for customer support, face-to-face and online service, increasing customer satisfaction and self-service. Bringing as a profit increased productivity, customer satisfaction, engagement in the company and obtaining more customers.
Recommendations to others considering the product:
Freshdesk is complete and meets the requirements giving total customer support, being easy to handle, with the possibility of face-to-face and online service, promote increased customer satisfaction and self-service. Providing greater productivity, customer satisfaction, engagement, increased profitability and obtaining more customers.
Simplifies customer service management
What do you like best about the product?
Freshdesk is a tool that allows us to efficiently manage customer service. It allows you to register and prioritize incoming queries from various channels -phone, chat or mail- and automates the assignment of tickets to agents.
The user interface is attractive and intuitive.
Customization features allow us to tailor the system Freshdesk the workflow.
Reports collect data that help us determine problems and information regarding the flow of tickets in periods.
The user interface is attractive and intuitive.
Customization features allow us to tailor the system Freshdesk the workflow.
Reports collect data that help us determine problems and information regarding the flow of tickets in periods.
What do you dislike about the product?
Nothing disgusts me about this software. Currently the software allows us to optimize the management of problems and to distribute the workload of agents.
What problems is the product solving and how is that benefiting you?
It is essential to keep organized workflow of customer service area. The collected information is useful to evaluate the performance of our support team. It helps us respond more quickly to user problems and complaints. It is very efficient.
Recommendations to others considering the product:
It is a great option to respond faster to the queries of your customers.
Freshdesk offers highly intuitive features that support each other very well.
What do you like best about the product?
The fully customizable control panel allows team members to instantly identify any urgent task and get to work immediately. The tool is quite easy to navigate and handle once you use it. With the amount of detail in all the features and the level of automation available, it will take some time before you can start making the most of the product.
What do you dislike about the product?
A steep learning curve. It is costly if you want to maximize the value you get from the tool.
What problems is the product solving and how is that benefiting you?
The options for automating routine tasks and workflow, the ability to manage all tasks from a single hub, and contacting clients through any channel using the same tool make the entire process extremely convenient, efficient, and productive.
Recommendations to others considering the product:
If you plan to use Freshdesk solely for task management purposes without involving customer support at any time, you should consider an alternative tool. It simply isn't worth the cost without the customer service aspect.
Perfect Incident Management Tool !!!
What do you like best about the product?
Fresh desk has made it easier to create, track and comment on the tickets in our company. The recent addition of dashboards to the UI is a bonus. Fresh Desk is fast and the interface is very user friendly, even a non technical person can use it with ease. The chat feature is also awesome.
What do you dislike about the product?
Reporting and dashboards can be better as they are hard to understand at the moment.
What problems is the product solving and how is that benefiting you?
Everyone has access to the tickets history and the management is finding it easy to go back and see how we resolved previous issues. Earlier we used to go to the person to get our issues resolved, Fresh desk made us to be a professional
Recommendations to others considering the product:
very good tool and low price
Gets the basics done with ease.
What do you like best about the product?
Provides us with a simple ticket tracking system for one of our products.
What do you dislike about the product?
Nothing to dislike as it gets the simple job done we set it up to do.
What problems is the product solving and how is that benefiting you?
Help desk ticket management for one of our products.
Recommendations to others considering the product:
A great simple ticketing solution.
A professional solution for technical support
What do you like best about the product?
I think that Freshdesk is one of the most complete options as a technical support system and user attention thanks to its dashboard that contains one of options far superior to those of other similar applications, Freshdesk is an interesting alternative that allows you to customize a large part of the application in an intuitive way through their menus. Although not everything can be customized from the dashboard we can also use external plugins that can be installed in the application and that allow adding new features.
As for the user, the application is very useful because it allows the user to consult the user's FAQ through suggestions when creating a support ticket so that in many cases the doubts are resolved before the creation of the support ticket. Another great feature of Freshdesk is the ability to organize our support departments using hierarchies and levels so that in each department we can find different operative roles.
As for the user, the application is very useful because it allows the user to consult the user's FAQ through suggestions when creating a support ticket so that in many cases the doubts are resolved before the creation of the support ticket. Another great feature of Freshdesk is the ability to organize our support departments using hierarchies and levels so that in each department we can find different operative roles.
What do you dislike about the product?
Technically I think it's a great application and I have not seen anything negative about its operation but something I did not like the first time I used Freshdesk was that some of the most interesting features can not be tested in the trial version, so thet people who try for the first time Freshdesk are forced to pay the subscription to be able to test the product completely.
What problems is the product solving and how is that benefiting you?
At work I am a Freshdesk administrator of one of the departments so I have full access to the dashboard, my work allows me to organize all the users of my level through Freshdesk so that we can organize ourselves to offer a more effective and fast support to users, thanks to this tool we can do all these tasks almost automatically.
Recommendations to others considering the product:
Use Freshdesk always in its latest version for optimal performance and I also recommend that you have at least the license "Blossom" since the free is very limited and only serves for testing. I also recommend Freshdesk for businesses with a high volume of users since in my opinion Freshdesk is oriented to this type of big business, although this does not mean that you can not use it in a smaller business.
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