Freshdesk Omni
Freshworks Inc.External reviews
3,543 reviews
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External reviews are not included in the AWS star rating for the product.
Control of all requests made by customers for a timely response.
What do you like best about the product?
I like that we can take a receipt of claims, questions or attachments of customers in a customized application which part of a business domain which is created from the registry which allows us to respond to our customers in a personalized way attending each of the requests according to their priority and to distribute among the work team, the system will inform us the maximum response time to each one, which is excellent.
What do you dislike about the product?
I would like the system to attach documents or images related to the case in order to have support that is necessary for the proper development of each application.
What problems is the product solving and how is that benefiting you?
Attack on time the problems that in some way or another makes the customer unsatisfied through the reception of emails sent by customers giving them a prompt response which makes us win customer satisfaction and this continues to make use of our services.
We have been able to take better control of the requests made by customers through the monitoring of each of their requirements, which has made us more satisfied customers in the short term.
We have been able to take better control of the requests made by customers through the monitoring of each of their requirements, which has made us more satisfied customers in the short term.
Recommendations to others considering the product:
I recommend the use of this application to carry out a control and monitoring of support with questions or incidents that take place in the company, which can handle all the requests that originate from the client in order to continue showing a good image with response timely, allowing to distribute each request among the team what makes the application more profitable and productive, it is easy to use so as it is being used, the practical area that will be more manageable will be realized. client.
Follow up of questions, problems, incidents, requests, etc. that are generated by customers when mak
What do you like best about the product?
This tool offers a personalized domain depending on the name of the company to receive, respond and follow up on questions, problems, incidents, requests, etc. that are generated by customers when making use of our facilities. according to the degree of importance, it has an expiration date in which the customer must respond to this to carry out a planning and a good image for the company. This application is great for me.
What do you dislike about the product?
I would love that it offered the option of fast impression, in this way to be able to have information with respect to some specific case at hand.
What problems is the product solving and how is that benefiting you?
I have been able to provide a personalized and timely response to the clients through the follow-up and distribution of each request among the support department, so we can show more efficiency in the quality of response.
We have been able to see the satisfaction of the client when a quick response is given to what is requested, which makes the client satisfied and willing to return and make use of our services.
We have been able to see the satisfaction of the client when a quick response is given to what is requested, which makes the client satisfied and willing to return and make use of our services.
Recommendations to others considering the product:
I consider that this application is very good to organize the requests of the clients in an organized manner based on requests that originate in the provision of the service, through a personalized and easy to manage domain that groups each request in alphabetical order which makes it easier location, in the panel you can see the different status of each ticket as well as the general information of the person in case of requiring contact as well as see the productivity of the performance of each agent in terms of the solution to each task.
Amazing for new and upcoming businesses
What do you like best about the product?
Freshdesk is an easy to use palatform for customer support, as it offers ease of use, and a simple UI.
What do you dislike about the product?
Has some limited features, and can cause some CR issues down the road due to the lack of features.
What problems is the product solving and how is that benefiting you?
Customer support is easy to perform, keep track of, and report using FreshDesk.
Personalized tracking of requests made by customers.
What do you like best about the product?
We began to use this application to support complaints and suggestions from customers who use our services in order to follow up on each of their applications in a truly complete platform that allows verifying the status as well as moving the already attended.
What do you dislike about the product?
I would like you to offer the option to print each application in order to have the information at hand for the preparation of monthly reports and subsequent file.
What problems is the product solving and how is that benefiting you?
We keep a personalized follow-up of each of the requests sent by our clients in order that each situation is attended to in the short term avoiding discontent and increasing with a prompt response the progressive use of the services, maintaining the slogan of satisfied customer is a multiplier of Negative or positive services therefore it is important to give a timely solution.
Recommendations to others considering the product:
It is important to take care of the requests made by customers who make use of the services in this way to maintain customer satisfaction and re-use the services and in turn to be a multiplier with personalized attention, so I recommend this application which has a task panel easy to use and scroll through the various functions it offers.
Support control and monitoring of the requests received.
What do you like best about the product?
We make use of this application to handle the different inconveniences regarding shipping and receipt of merchandise in this way to keep track of all those situations in a personalized way through a domain of the managed only to process concerns of the people.
What do you dislike about the product?
Offers an excellent service through the personalization of information, I have nothing negative to contribute.
What problems is the product solving and how is that benefiting you?
Has a large task panel where you can respond to each request as well as the follow-up through the date of reception and the response date to complete the request, it is easy to use especially because it allows visualizing the different requests in the same panel.
Recommendations to others considering the product:
Is an alternative to provide support to any request that is generated through the provision of any service, it is practical and functional to go attacking those possible failures, I recommend this application especially for the monitoring and control of daily information.
Freshdesk is Simple & elegant in the terms of Servicedesk Management
What do you like best about the product?
Ticket Collaboration is simple & easy if multiple request is raised.
Customization is cool as well both the sides User end & admin end.
Reports are very easy to generate with customization as well.
Customization is cool as well both the sides User end & admin end.
Reports are very easy to generate with customization as well.
What do you dislike about the product?
Only Pricing is bit high but all the features you will get as expected, means Value for the Money.
What problems is the product solving and how is that benefiting you?
Day to day tickets handled by Servicedesk team in Organisation.
Recommendations to others considering the product:
A Business Teammate has suggested for Freshdesk, & we are happy to use this.
good features
What do you like best about the product?
I like the fact that ot makes my work faster ,less time consuming
What do you dislike about the product?
sometimes i feel it is slow in processing so that can be a issue
What problems is the product solving and how is that benefiting you?
none
Good product with hit and miss customer service
What do you like best about the product?
The product itself. Some customer service reps.
I am pushing to get agents specifically dedicated to us, thus I will update this review in a few months, depending on new results.
I am pushing to get agents specifically dedicated to us, thus I will update this review in a few months, depending on new results.
What do you dislike about the product?
A good percentage of support agents is not skilled enough, and may answer incorrectly.
What problems is the product solving and how is that benefiting you?
We just need it to manage support tickets.
For other features we are using more specialized apps.
For other features we are using more specialized apps.
Recommendations to others considering the product:
Freshdesk might be the best value around for help desk, however you will need to push to get a good support team assigned to you.
Best customer service software for your support team
What do you like best about the product?
Minimalstic approach towards a big task of supporting your customers. Handy features which helps in routine business.
What do you dislike about the product?
Advance Reports for particulars scenario. Customer Address book needs an refresh view & have an room for improvment. Classification & Labelling of tickets needs more thoughts. Delegated access for agents with different paramenters needed.
What problems is the product solving and how is that benefiting you?
Support on the go is the mantra, after implementing FreshDesk. For support team customer support on the go is an easy task.
A Very Powerful Tool with Great Support
What do you like best about the product?
I love Freshdesk's easy to use interface. We never have trouble training our users on Freshdesk. They find it very intuitive. I also love Freshdesk's support. Everyone that I speak with is very helpful and knowledgeable about the product. They are quick to respond and have creative and viable solutions to our issues. We've found Freshdesk to be a great solution that stacks up well against other service desk solutions at a lower cost.
What do you dislike about the product?
The platform is a bit limited at times. Freshdesk has great functionality, but we've had some minor hurdles to deal with as we're up-scaling. Sometimes, limits on the amounts and types of fields/reports that are available can be a challenge.
What problems is the product solving and how is that benefiting you?
Before Freshdesk, our customers we emailing their account managers directly with their issues. We had no good way to organize their requests and make sure we were responding to them in a timely manner. Our support to our customers has improved greatly with Freshdesk. We have all of our customer's requests organized in one central location. We can easily report on SLA figures as well as trends on what customers are having issues with. We also now have a great place to upload knowledge base articles so that our customers can self-service.
Recommendations to others considering the product:
Don't be afraid to ask questions of the Freshdesk team. They will take all of your requests into consideration. I would also recommend calling support if possible. that's the quickest way to get in touch with someone and they often have a solution to offer right away.
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