Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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5star Experience
What do you like best about the product?
Easy access to daily, weekly, monthly reports and databases through this I am able to track the performances of the agents which help me to pull out agents who are lacking
What do you dislike about the product?
Ticketing system needs to be automated as the agent and ame manually checking the tickets which resembles the same so could have merge automatically into one so it will save time
What problems is the product solving and how is that benefiting you?
Freshdesk caputures the inputs added by the agents in the ticketng system which also benefiting us to track their daily performance and was easily able to identify if any error made by the agents
My experience with Freshdesk is really good.
What do you like best about the product?
Freshdesk as a centric platform really works good with the inhous integration and with 3rd part integartion.
What do you dislike about the product?
Freshdesk should come up with more solution base module available in marketplace applictaions and tools.
What problems is the product solving and how is that benefiting you?
The ticketing solution is one of the key element benifinting me to ensure all customer queries are calculated and managed under one roof.
Freshdesk Review
What do you like best about the product?
Freshdesk has a very easy to use UI and its really easy to use. Has plenty of features that a high contact contact centre needs. It integrates with the majority of our additional tools and systems.
What do you dislike about the product?
As its relatively new compared to competitiors, there are some features that its still missing but this is changing since the start of implementing AI.
What problems is the product solving and how is that benefiting you?
Give good, quick and reliable customer service amongst all our agents.
Best Ticketing Service
What do you like best about the product?
The application is easy to customize to fit your business needs and user friendly.
What do you dislike about the product?
Nothing the system has been working well for us
What problems is the product solving and how is that benefiting you?
Our customer service has improved since we started using Freshdesk and there's proper visibility on what our resources are working on and types of trends and we can see our trends
Working as software engineer. Currently using Fresworks to improve CRM tool
What do you like best about the product?
Provide end to end solution for Customer Support
Ease of Use
Ease of Use
What do you dislike about the product?
Some times custom support are not avaiable like we have faced once we required timestamp of each callback that was not avaiable at that movement which has caused fews bugs in our system
What problems is the product solving and how is that benefiting you?
it helps our agent to connect with customer.
If you are looking for a tool with no much tech experience on your side - Go for Freshworks
What do you like best about the product?
Been a tool which is use intuitive and helps with assisting our support teams very well. They have been responsive for our questions and implementation has been very easy.
What do you dislike about the product?
Need more support when it comes to showcasing new features which are getting rolled out. We usually think that the full potential of Freshworks aren't been explored by us yet!
What problems is the product solving and how is that benefiting you?
We are able to solve the tickets with the one view approach. Ease of integration has helped us to get data from other systems. It has been that one tool which provides us dashboards which we need.
Best analytics
What do you like best about the product?
Analytics section in FD. This enhances agent & customer support
What do you dislike about the product?
The agent performance dashboard. It can be more detailed
What problems is the product solving and how is that benefiting you?
It gives a detailed analysis of customer behaviour
merch operation
What do you like best about the product?
Everything was working very softly No need any changes
What do you dislike about the product?
No need any changes it would be better to explore more things rest all fine
What problems is the product solving and how is that benefiting you?
Yes
Best industry standard product to help gain better merchant experience
What do you like best about the product?
User Friendly and Analytics option gives better insights of the agent performance.
What do you dislike about the product?
Fresh should have more optional filter with a 3D applicable filter
What problems is the product solving and how is that benefiting you?
It is solving my day-to-day ticket management and daily inflow
Freshworks Freddy AI
What do you like best about the product?
THe major tools like Freshdesk, Freshchat are all neatly integrated to solve customer problems and attain the best CSAT score. Also the features are quite simple to implement with exhaustive help articles.
What do you dislike about the product?
The one on one support is quite delayed sometimes after a query is raised. Also, the query has to be explained multiple times to different technical experts in order to get a resolution.
What problems is the product solving and how is that benefiting you?
The various channels on which we receive customer contacts on 3 channels - email, voice and chat are all combined into one single platform, also since the platform is universal, all the metrics of various channels can be studied in depth. Freshdesk reports are quite easy to implement and make a dashboard out of the same.
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