Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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Easy to use, good support
What do you like best about the product?
How easy it is to use and the many integrations it has
What do you dislike about the product?
Whenever I reach out to support via chat, if I don't answer on time, I am assigned to a new agent EVERY TIME and NOTHING is more frustrating for a customer than repeating themselves about their issue.
What problems is the product solving and how is that benefiting you?
Providing customer support in one channel
Freshdesk is a game-changer for customer support
What do you like best about the product?
Freshdesk has completely transformed the way we handle customer inquiries. It's an all-in-one platform that's incredibly user-friendly and intuitive, making it easy for our team to manage tickets, track customer interactions, and collaborate on solutions. The automation features are particularly impressive, allowing us to streamline our workflows and respond to customers more efficiently. We also love the reporting and analytics tools, which provide valuable insights into our team's performance and customer satisfaction levels.
What do you dislike about the product?
While Freshdesk is an excellent platform overall, there are a few minor drawbacks. The pricing can be a bit steep for smaller businesses, and some of the more advanced features require additional add-ons or integrations
What problems is the product solving and how is that benefiting you?
One of the main problems that Freshdesk solves is the need for a centralized platform to manage customer support requests. The software allows businesses to manage all customer interactions from a single platform, including emails, phone calls, social media messages, and more. This makes it easy to keep track of all customer queries and provide timely responses, resulting in improved customer satisfaction.
Best CRM tool user friendly
What do you like best about the product?
1. It is very user friendly
2. It's perfect for maintaining a CSAT score
3. Best reminders to close the ticket as per your TAT
4. You can priorities your tickets
2. It's perfect for maintaining a CSAT score
3. Best reminders to close the ticket as per your TAT
4. You can priorities your tickets
What do you dislike about the product?
Need little work on reminders if the ticket is not closed as per the TAT.
What problems is the product solving and how is that benefiting you?
Freshdesk solves the sorting of email flow distribution.
It gives the benefit of closing a high volume of open tickets to close them in a specific time frame.
It gives the benefit of closing a high volume of open tickets to close them in a specific time frame.
Freshdesk experience
What do you like best about the product?
Freshdesk is very fast and helpful system to solve customer problem tickets, You can easily filter your tickets by the filter section and you can provide great customer service to your customers
What do you dislike about the product?
I don't have any downside of fresh desk. It has all the things that I need so maybe you can add a live chat option as improvement. I know it has mailing, but as I mentioned live chat could be great for this system.
What problems is the product solving and how is that benefiting you?
It helps me to manage all customer complaints in one screen and this service is really easy to use because it is really basic system to manage and soul your customer problems
Provides optimal service to our customers!
What do you like best about the product?
Using the same administration panel, we are able to serve our clients across all channels, social networks, phone calls, emails, websites, and SMS messages, ensuring that no request is
neglected. You can monitor SLAs, provide self-help, automate workflows, measure metrics, and control everything related to customer support. Find out the average rate of the number of conversations happening in the company and perform the analysis.
neglected. You can monitor SLAs, provide self-help, automate workflows, measure metrics, and control everything related to customer support. Find out the average rate of the number of conversations happening in the company and perform the analysis.
What do you dislike about the product?
Reporting - We have to spend time manually hacking other reports because the reporting sometimes lacks certain essential capabilities or output and I believe that more updated video tutorials should be added covering each aspect of Freshdesk.
What problems is the product solving and how is that benefiting you?
FreshDesk provides transparency and strong control possibility for our team leaders. Multiple reporting and export options and features such as “Add yourself as a watcher to a ticket” makes sure that you never miss any important information regarding what is going on in your supporting or project team.
Customer Support made simple
What do you like best about the product?
FreshDesk is easy to use and has many great tips and tricks. The online resource library is good, but the Helpchat function and support team are great. it integrates easily with FreshChat and FreshSales so we have a holistic view of client interactions
What do you dislike about the product?
There are so many things you can do with FreshDesk that sometimes we have to think about where to find the specific functionality, but the search bar helps solve that problem
What problems is the product solving and how is that benefiting you?
Our product has lots of functionality, and we want to make it easy for our customers to find information on how to use it. The solutions are easy to put together and publish, and we can update any time we have a new client question to respond to. We can even add screen shots, documents and video links to make it easy for our clients.
best for customer support teams
What do you like best about the product?
-interface
- flexibility the tool offers
- feature set
- flexibility the tool offers
- feature set
What do you dislike about the product?
Pricing can be a bit of a challenge for small companies.
What problems is the product solving and how is that benefiting you?
able to provide top-notch customer support
Great for employees to open tickets
What do you like best about the product?
App makes it easy to track maintenance tickets for our employees
What do you dislike about the product?
Features for 2FA seem a bit overdone, apparently these cannot be turned off
What problems is the product solving and how is that benefiting you?
Making it easy for employees to enter maintenance tickets for repairs on machinery
THE HIGHEST RATED CUSTOMER SUPPORT SOFTWARE
What do you like best about the product?
Freshdesk is an effective way of job management with powerful tools. I like it because it is a cloud-based customer service software that allows businesses of all sizes to provide high-quality customer support and service.
What do you dislike about the product?
Seeing it, I find it difficult, it is simple and easy to use. It helps save time in managing customer service and support in a company or business.
What problems is the product solving and how is that benefiting you?
It allows for the automation of workflows, provides self-service, manages SLAs, and measures metrics to help stay informed about customer support matters.
freshchat is best which am using it
What do you like best about the product?
Freshchat which I'm using it the best one it will resolve all the tickets for partners really happy I'm using this
What do you dislike about the product?
Some time it will make lots of issues which we can't user at that time
What problems is the product solving and how is that benefiting you?
We work for dunzo partner support it will help us for resolve the problem and calls
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