Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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A lot of potential but need to improve on customer success to maximize subscription features
What do you like best about the product?
Competitive Price compared to other platforms
What do you dislike about the product?
omni channel is not omni chanel. From ticket handling to analytics
What problems is the product solving and how is that benefiting you?
Transitioning all omni subscriber to Customer Service Suite.
Very near to the perfectly designed CRM Tool
What do you like best about the product?
Their wonderful features, ease of use, support and analytics
What do you dislike about the product?
Limitations in the reporting section - I cannot create my own report with X no of parameters, there are some restrictions
What problems is the product solving and how is that benefiting you?
On the previous tool, we couldn't track the metrics which we wanted to. Post moving to Freshdesk, we have a clear view of all the metrics and data and it's much more than that too!!
A CRM Feautre Rick Product with Great Value and Cost Effective
What do you like best about the product?
The Vow factors start from Day 1 of the Pre-sales activity. The pre-sales team shows the demo with ease and can clearly explain the features. They hand-hold the customer to implement the instance easily. The Freshdesk portal has inbuilt hooks that will be helpful to integrate with 3rd Party applications.
What do you dislike about the product?
One area that can be improved is the availability of 3rd party integration Apps. No Marketplace kind of setup offers readily available Apps that can be deployed at the click of a button.
What problems is the product solving and how is that benefiting you?
We were looking for implementing a Customer Service Helpdesk portal that covers the user manuals and a ticketing system that helps customers raise their requests.
We have had a very good experience using Fresdworks Dash.
What do you like best about the product?
Freshdesk is a great customer support platform with many positive features.
What do you dislike about the product?
Freshdesk has a lot of features and products, which can be overwhelming for new users
What problems is the product solving and how is that benefiting you?
Freshdesk is a cloud-based customer support platform that can help businesses improve customer support and engagement by solving problems.
Long-term Freshdesk User
What do you like best about the product?
Easy to integrate to internal platforms, reporting is good. The UI is great and easy to use. Permissions can be adjusted and ticket scope.
What do you dislike about the product?
Old slack integration works better but gets broken often. The new Slack app doesn't offer features of linking to slack channels from the app which is a big downside.
What problems is the product solving and how is that benefiting you?
Allows our customers to reach out to us for support related issues agents can pick up on more easily.
A Great Choice for a Flexible and Highly Customisable Customer Service Solution
What do you like best about the product?
We have been using Freshdesk for over two years; it is the main tool the Customer Solutions team uses every day. It has proven to be highly customizable and easy to integrate with the different applications we use in the company. Various automations are easy to create, even for non-technical personnel, and have helped my team become more efficient. Additionally, their customer service is very helpful and fast, making issue resolution effortless.
What do you dislike about the product?
There are no major downsides to the system. If we're being picky, the design could be more sophisticated. Additionally, there is currently no way for us to access the deliverability information of our tickets, such as extracting the logs. Also, whenever a new contact is created, they are automatically emailed to create a Freshdesk account, which we do not necessarily want to happen every time. However, we have learned to work around these issues, and so far, I see more positives than negatives.
What problems is the product solving and how is that benefiting you?
Freshdesk is the primary tool we use for customer service at IPXO, particularly for handling a significant portion of our tech support communications. It enhances our team's efficiency by automating routine tasks, enabling the use of predefined responses, and providing valuable insights through data analysis. The platform also helps us track our performance on a daily basis, ensuring consistent improvement in our customer service operations.
Seamless Transition and Exceptional Support Freshworks Delivers Outstanding Service for Over 3 Years
What do you like best about the product?
We've been using Freshworks for over three years now, and it's been an excellent experience overall. The platform is easy to use and learn, thanks to a wealth of knowledge base videos and an intuitive interface. The transition from regular emails to Freshworks was seamless, and the onboarding team was incredibly supportive throughout the process. Their communication is great, and the reporting tools are top-notch. The account managers we've worked with have all been professional and amazing. I would highly recommend Freshworks for businesses looking to elevate their operations to the next level
What do you dislike about the product?
No 24/7 urgent contact line, which can be inconvenient for users in different time zones, like New Zealand.
What problems is the product solving and how is that benefiting you?
Prioritizing customer complains and trying to resolve the issue within 3 responses.
All I need is available in Freshdesk
What do you like best about the product?
esclations, autmation,Collaborators users
What do you dislike about the product?
nothing, so far all good , only the invosing and intgration with freshsales
What problems is the product solving and how is that benefiting you?
Orgnaizing the helpdesk with our customers
Good Entry-level Support system
What do you like best about the product?
Freshdesk is easy to use and it's quick to navigate. To onboard agents it's fairly simply so not a lot of training needed on the system. What I like most about it is we're able to have all support tickets for a customer in one spot. It's used by our coaches, customers and sales team. Good to keep track of data. However if you're looking to use KPI's you'd need to use a Pro plan which is quite expensive for a start up company.
What do you dislike about the product?
It's a little difficult to integrate, and exporting data from the system is not great.
What problems is the product solving and how is that benefiting you?
It helps to provide good customer feedback and keep the customers information in order. We also get notifications when tickets are received. Able to make phone calls too.
A few minor changes would make it great
What do you like best about the product?
Freshdesk has been a useful tool for organizing customer support at Encompass Connect. The ticketing system makes it easy to track issues, and the automation features have definitely saved us time. Integration with Slack has also been helpful for team communication.
What do you dislike about the product?
Copying messages into a Slack channel is more complicated than it should be—it takes a few steps, and I’d like to see a simpler process. Also, the reporting could be more customizable, and the platform occasionally slows down when handling a large number of tickets.
What problems is the product solving and how is that benefiting you?
Our Service departments support tickets
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