Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Fantastic Support System
What do you like best about the product?
You are able to communicate with customers and manage, tracethe communications eith customers
What do you dislike about the product?
To be honest there is nothing bad to say
What problems is the product solving and how is that benefiting you?
Assisting our customers daily through Freshdesk
Recommendations to others considering the product:
A first stop helpdesk system, Dont look no further
First Preference.
What do you like best about the product?
Communication and trail mail is easy to track. Easily accessible.
What do you dislike about the product?
Font options in the description, it sometimes doesn't take the default font. More options for editing the context.
What problems is the product solving and how is that benefiting you?
mails are properly manageable now. my time is saved.
Great Ticketing System
What do you like best about the product?
Ease of use and setup. Took about 10 minutes to get the connection setup and running. Custom rules and extras to help sort and filter tickets.
What do you dislike about the product?
Nothing yet. The entire system works flawlessly.
What problems is the product solving and how is that benefiting you?
We track tickets that need to be submitted by users who don't have logins, so this is a great solution.
We've been pleased with the FreshDesk software
What do you like best about the product?
I appreciate the canned answer feature that saves us both time and money...enough to where we need maybe half the staff to answer as many customer tickets. Also, I like how our customer service team members can send notes back and forth. It makes it very easy for our customer service manager to assign customer tickets to specific staff members while also attaching a message that lets them know which canned answer to use or how to reply to a customer.
What do you dislike about the product?
Can't really think of anything I dislike. The only thing I would like to see added would be a deeper folder system for the canned responses for organizational purpose, but we're doing fine with the way it is. Too, if there were a grammar editor, such as was used when I wrote this review, that would be very nice!
What problems is the product solving and how is that benefiting you?
With FreshDesk we have one portal where all our staff members can go to answer customer questions (tickets). Staff members (Agents) can use the "Notes" to communicate back and forth with each other while in FreshDesk. This really helps because a staff member who doesn't have the answer to a customer question can send a private note on a ticket to a staff member who they think might have the answer. With the Canned Response system we no longer have to write answers to customers off the cuff. This has saved us probably 50% or more in time and dollars to provide customer service.
Recommendations to others considering the product:
Our company had never used a help desk software but FreshDesk was very easy to use for everyone on staff once it was set up. FreshDesk was there to help us get set up. The software has helped us save so much time and $$$ that I am excited to recommend it to any company looking to simplify customer service while saving money in doing so.
FreshDesk made us organized and confident at every turn.
What do you like best about the product?
We love it that you can organize a large quantity of support requests, prioritize them, and execute on solving them without concern that someone is being missed. We also love the ease with which you can create and add to the knowledge base. This keeps our customers up to date on the latest happenings. We also love the support offered by FreshDesk. If we have a question, they answer quickly and precisely. FreshDesk also offers different webinars that help us learn how to use the application.
What do you dislike about the product?
Perhaps something we might like from FreshDesk would be a large selection of templates for the Knowledge Base, without having to buy those from a third party. We would also like the ability to export knowledge base articles for use by some of our business partners who have licensed our technology. In those cases, the partners could then easily import the pages they want, make slight changes, and launch their knowledge base.
What problems is the product solving and how is that benefiting you?
We are solving the problem of helping clients who need tips, advice, or any general help. We do this more efficiently than we ever did in the past. The application cuts down on triage, sorting, prioritizing and solving customer questions through the ticketing system. We also offer information to our user base who use our no code designer. The knowledge base gives them a place where clients can look up information, learn, and apply their knowledge. Each of these client users can also share their knowledge using the forum.
Great piece of software to use!
What do you like best about the product?
The ability to integrate it with our current email platform and have it automatically create a ticket for you. As we get a lot of different queries in for different departments, the ability to assign what type of query it is (sales, complaint, finance etc) is great as the appropriate department can pick it up.
What do you dislike about the product?
Sometimes filtering the tickets can be a bit slow and sometimes clunky. Also when selecting the show activity bit on the ticket itself, I'd like if you were also able to see the correspondence between customer and agent at the same time as the activity log.
What problems is the product solving and how is that benefiting you?
We have a lot of departments that deal with various different queries and all have conversations with our customers in one way or another. Ranging from sales, to customer support, to technical support. Freshdesk has helped keep queries tidy and all in one place, so if there are queries that cross departments, the agent in the other department can see the full history and pick up where the previous department left off.
This has also helped the general vibe between all departments and less frustration if someone doesn't give enough information etc.
This has also helped the general vibe between all departments and less frustration if someone doesn't give enough information etc.
Easy to resolve issues, link to content and canned messages, collaborate with team
What do you like best about the product?
The flexibility provided by Freshdesk to segment tickets, add notes, collaborate with team members, and track results is fantastic
What do you dislike about the product?
There is really nothing I actively dislike.
What problems is the product solving and how is that benefiting you?
We have been able to move much of our support to the ticketing platform, which frees our reps up to deal with escalations and take calls from VIP customers. It is easy to resolve issues and FreshDesk allows us to collect enough information to resolve issues in only a few exchanges.
This is excellent tool for handle my business
What do you like best about the product?
Lead review and strength of lead. also notification part good.
What do you dislike about the product?
I seen there are no itegration available with aws service.
What problems is the product solving and how is that benefiting you?
It will help me to my customer issue handling without missing any ticket.
Recommendations to others considering the product:
my own laptop
The best Help desk Solution
What do you like best about the product?
A work tool to manage support ticket unique in its class, with a clean and dynamic interface that gives users a tool to open easy support tickets and at the same time get quick questions and answers and likewise to employees Support provides you with an easy-to-use dashboard with many tools available when responding, transferring, or closing a customer ticket. for me it is the best support tool and one of the most complete on the market.
What do you dislike about the product?
In my opinion I think that the option they offer in omnichannel is a little incomplete in the sense of buying the products separately or all in one in order to save money, I think that there are very necessary tools that are only obtained if you buy the packages by separated but at the time of joining them in a single package they lack very good characteristics that should be included. I also believe that they should offer support in other languages such as Spanish, one of the most widely spoken in the world and with a presence in many countries, also the waiting time on many occasions to resolve a support ticket is days or on occasions not they answer and that makes the service a bit annoying
What problems is the product solving and how is that benefiting you?
Through the Freshwork products included, fresh desk, fresh caller, fresh chat we have been able to get one of the most complete tools to be able to handle the questions, doubts or problems of the clients since when integrating all the tools in the same place, they do the I work easier and faster for both the client and the support employee.
Recommendations to others considering the product:
It is one of the most complete services, easy to use and with many options when purchasing it.
Effective customer support solution
What do you like best about the product?
Freshdesk is the effective support program that let us provide effective customer care to our customers. The complain management of this tool is satisfying. I can easily manage all complaints and their solutions. It has a big hand behind our success. I can easily track new and old complaints and precede them for their better solution. This is the tool that has become a useful platform it is building a strong relationship with customers.
What do you dislike about the product?
This is the software that let us win our customer's heart by providing them effective and reliable services. If I talk about its customer support that is very skilled and responsive which resolve our every single problem in less time.
What problems is the product solving and how is that benefiting you?
Freshdesk provides great services the customer support management with this tool is satisfying and amazing. The interface of this tool is easy to customize and easy to learn. The interesting thing we can pin notes on any single complaint and transfer the information to other concerned responsive department or person in our organization. I really love its services.
Recommendations to others considering the product:
It has made stronger collaboration. We can easily communicate our customers with the help of its effective features. I would also mention that it is cost effective tool that provides affordable services.
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