Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Great experience so far
What do you like best about the product?
There's so many different types of support we can offer our customers all at the same place.
What do you dislike about the product?
I've noticed some glitches like when I'm trying to delete something the modal disappears all of a sudden and I have to start over again, or the page refreshes when I'm trying to do something.
What problems is the product solving and how is that benefiting you?
Handing out paper copies of "how to" articles which customers continued to use even after our product had changed.
Recommendations to others considering the product:
be prepared for some technical glitches because I think they are still figuring things out
Good but not great
What do you like best about the product?
The options to automatically send customized email
What do you dislike about the product?
The research tool. The fact that phone numbers can't be entered in another format (the research won't find it)
What problems is the product solving and how is that benefiting you?
Customer appreciation and agents follow ups.
Motivated and aligned partner
What do you like best about the product?
Freshworks has a similar business culture as ours since they are a growing company that has motivated employees and a young mentality not afraid of being flexible and going the extra mile for customers.
What do you dislike about the product?
Sometimes I'm not completely convinced if everything that has been promised will be delivered. Although we have had a good experience so far, sometimes it took some reminders and waiting time.
What problems is the product solving and how is that benefiting you?
Escalating contact volume, organizing internal workflow better (avoiding cherry picking for example), connecting the CRM system to our backend. The biggest benefits are knowing that these things are possible and are on their way to becoming a reality.
Recommendations to others considering the product:
Check well if all features you need are there and clarify everything in advance.
Freshdesk
What do you like best about the product?
Amazing experience with that app always makes the job easier
What do you dislike about the product?
Nothing, but it just needs some features i wish them to be added like internal chat
What problems is the product solving and how is that benefiting you?
Responding customers inquiries over social media handling many tickets
Excellent support & service
What do you like best about the product?
Quick & reliable support, multiple features with plenty of customization.
What do you dislike about the product?
Unable to merge Company entities.
Limited mass de-duplication on Contact entities.
Limited mass de-duplication on Contact entities.
What problems is the product solving and how is that benefiting you?
Ability to track our most common issues & what can be improved in various projects.
Also able to track if we are keeping to our own SLA's.
Also able to track if we are keeping to our own SLA's.
Fast to adopt
What do you like best about the product?
I appreciated the tool because it was fast:
- To Parametrize
- To Customize (just a few bust important fields)
- To Adopt for the customer service users
- To Parametrize
- To Customize (just a few bust important fields)
- To Adopt for the customer service users
What do you dislike about the product?
Really not too much.
I would like to have the possibility to customize the dashboard.
The Agent name cannot be modified, or at least I did not find how to do it.
I would like to have the possibility to customize the dashboard.
The Agent name cannot be modified, or at least I did not find how to do it.
What problems is the product solving and how is that benefiting you?
Replace the classic support email with a tool to divide the workload between the various actors and monitor the progress of support requests.
Recommendations to others considering the product:
When you are setting up the "production environment" be careful when you create the agents as I didn't find the way to change the agent name.
Great for start-ups
What do you like best about the product?
very easy to get started + UI is easy to use once you clicked around a little
What do you dislike about the product?
when site is open it doesnt poll for new tickets.
On the free level there are no desktop notifications, which is perfectly understandable, pushes you to the paid plan. But site should show if there were new incoming tickets
On the free level there are no desktop notifications, which is perfectly understandable, pushes you to the paid plan. But site should show if there were new incoming tickets
What problems is the product solving and how is that benefiting you?
Customer support (bit obvious) to keep the customers happy . Fresh Desk has some great little CRM like features that we didn't expect, like showing past tickets on the side. Love these small nice to haves they really make things better.
Recommendations to others considering the product:
give it a try for sure, there is a free tier so you can evaluate with no commitment
Freshdesk Review
What do you like best about the product?
Ease of customisation to suit our business needs
What do you dislike about the product?
Cannot permanently delete contacts baring in mind Freshdesk automatically creates them
What problems is the product solving and how is that benefiting you?
Technical Support help desk across multiple products
Customer service, with a fresh twist
What do you like best about the product?
The easy to use tools and features allow for an improved workflow and ultimately better experience for customers.
What do you dislike about the product?
Sometimes an option to edit something might be hidden a bit too well.
What problems is the product solving and how is that benefiting you?
We've used it to organize and distribute our multi region support workflow across a large team, with automation playing a heavy role.
Recommendations to others considering the product:
Give it a try, you have nothing to lose, but a lot to gain.
Overall very functional site.
What do you like best about the product?
The UI seems pretty easy to use and the metrics / groupings is helping us better manage resources as well as see where we might need more. The rules engine seems easy to use. We do have a couple unique use cases and they help us brainstorm different potential solutions.
What do you dislike about the product?
We are using their API to create tickets and have run into issues regarding a particular use case we have. They are still looking to solve this issue.
What problems is the product solving and how is that benefiting you?
Consolidation of support tickets / issues. Better metrics and decreased duplication of work. With the metrics we can better monitor where more issues are to help with a better distribution of work. We were managing issues via multiple mediums and have been able to consolidate this to just Freshdesk. We are also using Freshsales and looking at Freshchat.
Recommendations to others considering the product:
Get your use cases defined prior to implementation to help that process go smooth.
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