Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
3,414 reviews
from
External reviews are not included in the AWS star rating for the product.
The ticket system is unique.
What do you like best about the product?
It is very useful to handle the concerns and questions of the users. The ticketing system is efficient, highly intuitive and easy to use. Timers and tags help to filter queries and avoid inactive tickets.
What do you dislike about the product?
It would be great if it included more integration features.
What problems is the product solving and how is that benefiting you?
The ticket system helps us provide an optimized customer service.
Recommendations to others considering the product:
Freshdesk is a tool that customer service teams need. It is a simple, intuitive and affordable resource.
Live chat support
What do you like best about the product?
Ease of use, get the work done, simple and smart.
What do you dislike about the product?
When we are in other window and new chat appears apart from chat sounds there can be flash popup
What problems is the product solving and how is that benefiting you?
Regards issues with my order
It works perfectly. Recommended.
What do you like best about the product?
Its fast and smooth performance makes it rank at the top of the list among many others. Its minimalist interface makes it a wonder to use. Being able to be handled by one or many people with no problems, as everything is well segmented and organized. Its notification system is perfect and works efficiently, offering quick answers to our customers, anywhere or on any platform. They are always updating and adding improvements to offer a better service.
What do you dislike about the product?
Compared to other services in the same field, its price may be considered a little high, and for some users with few resources will be a little difficult to acquire.
What problems is the product solving and how is that benefiting you?
Quick handling of tickets. Follow up of our customer service staff. Organized reports. And much more.
Recommendations to others considering the product:
Just try it. You will be surprised with all the features it has to offer.
Best multi-channel customer platform.
What do you like best about the product?
Because of its organized interface, it is very easy to have everything at hand. Reports, logs and much more are easily accessible. It has integration to multiple platforms, from computers, mobiles and even social networks. Making the reach and support provided to our customers is greater. Increasing their satisfaction and liking towards the company, because we are for them from anywhere.
What do you dislike about the product?
Your automation options. I think these options need to be improved as they have a lot of potential but lack some things that would be very useful and would make a more effective integration to the functioning of this one. Thus achieving a more fluid interaction with users.
Also their range of social networks is a little limited, extending it a little more would be perfect.
Also their range of social networks is a little limited, extending it a little more would be perfect.
What problems is the product solving and how is that benefiting you?
Mainly to attend the doubts and questions of our clients, trying to offer the best attention for them, and until now FreshDesk has allowed us to do it without any problem.
Recommendations to others considering the product:
If you have used a similar tool before, you will have noticed that some have delays and problems. With FreshDesk that doesn't happen. Undoubtedly the best performance and easy installation.
Freshdesk is as fresh as your real customer support desk!
What do you like best about the product?
What else you need! All customer support features right in front of you. You manage all your customer conversations at a place. All support requests are there in inbox and you can take immediate action to resolve all.
What do you dislike about the product?
Flow of features and menu can be made somewhat better! If they are reorganized in a better way to improve customer experience, then it will be great!
What problems is the product solving and how is that benefiting you?
many things- Customer support management, management of conversations, measuring performance of support team, increasing productivity.
Recommendations to others considering the product:
Very good application to bring your support process to the next level.
Out with the new and bring back the old
What do you like best about the product?
I do like that you can set up scenarios and canned responses to help make ticket answering quicker
What do you dislike about the product?
The forced change to their new version, where there are script bugs that cause images to jump, hyperlinks don't work, you can no longer combine scenarios and quick responses. The useful short keys are gone. The system no longer flows.
What problems is the product solving and how is that benefiting you?
Everyone can see the responses, who touches tickets and easily see additional tickets
Freshdesk Review
What do you like best about the product?
Simplicity is the best part of this program for me.
What do you dislike about the product?
Dislike the fact that the customer side is a little more cluttered then the worker side.
What problems is the product solving and how is that benefiting you?
Benefits is that it's a lot more easy to use then most programs. Problems that are being solved are the more frequent questions that are being asked in person rather than being asked online.
Recommendations to others considering the product:
Try it out! See how you like it!
Great Experience Getting Started with Freshdesk
What do you like best about the product?
The support from the demonstration and sales teams were brilliant while getting us set up, especially compared to a particularly bad experience we had with Zendesk (which put us off at the first instance!) The demo was tailored to our particular needs and all our questions were answered quickly.
What do you dislike about the product?
We find that there are only one or two features we would want from the tier above ours, but the leap in cost is too much for a very small team of support staff.
What problems is the product solving and how is that benefiting you?
We were using Jira help desk and finding it very inefficient in many ways. Freshdesk enables us to be far more efficient, particularly in terms of SLAs, ticket meta data and integration of help documentation. Our customer self-service has been fairly nonexistent until now!
Recommendations to others considering the product:
Lower tiers are great for start up/small number of agents. I would say it is less feature-rich than Zendesk, for example, but for a smaller team/non sales-based company Freshdesk was much more user friendly for us.
Works well
What do you like best about the product?
Would recommend it to everyone I know thank you
What do you dislike about the product?
Nothing it works fine for me and my coworkers
What problems is the product solving and how is that benefiting you?
None so far
Just amazing! Need support service? Give it a try
What do you like best about the product?
It's easy to categorize and keep track of your work, especially with the new FreshDesk Mint version. The new FreshDesk Mint also shows a contact's recent tickets, so I can quickly see their recent history. Once you know what the solutions to their most common problems are, you can post self-service procedures for the easy ones that they can handle themselves - thus freeing you from unnecessary remote support or onsite support events.
All its features are designed to help you get on top of your service delivery and get the metrics you need to maintain quality service while adding clients & technicians.
All its features are designed to help you get on top of your service delivery and get the metrics you need to maintain quality service while adding clients & technicians.
What do you dislike about the product?
Well, there is really nothing I don't like about Freshdesk other than a little improvement with spam handling and spammers. No doubt Freshdesk already takes care of it but slightly in a different manner. Another slight issue is with the contact management. For any contacts that are deleted, Freshdesk marks tickets from those contacts as spam which I think is wrong. From time-to-time, the contact database increases with people contacting only once and then never turning back for years.
What problems is the product solving and how is that benefiting you?
It has helped to get much more speed and efficiency in our support work flow : Automation, assignements, grouping, tagging, SLA, Monitoring, Canned Responses, Integrated Widget, Email Forwarding, Facebook integration, etc.
Recommendations to others considering the product:
Time saving functionality on many levels. Less emails in your inbox, and less hitting the forward button. Best part, if you're using Zendesk, you can import your emails from there when you get started. You gotta try it.
showing 1,631 - 1,640