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Freshdesk will make your support team's job much easier
What do you like best about the product?
The "customer satisfaction" feature is very clear and very complete, it provides us with clear data on how our employees are dealing with certain types of problems and which ones are meeting our service expectations and helping our company to maintain the quality of the sector customer support.
What do you dislike about the product?
Reports - Does not match the quality that Freshdesk offers in other resources, are they good?Yes, they are,but they are still a little too simple. Customizing reports also leaves something to be desired,as it is somewhat complex.
What problems is the product solving and how is that benefiting you?
Freshdesk helped our support sector to better deal with the tickest and help requests that our customers usually make when faced with any questions or problems.Freshdesk helped to automate the entire support process, from the opening of the tickets to its completion, thus, we had a great gain in agility and organization and consequently the support sector employees had their work facilitated resulting in a good productivity gain for the company.
Recommendations to others considering the product:
Freshdesk has everything a good help desk needs, the way it automates the entire ticket handling process is incredible and will help your support team to have a big productivity gain and will also help to keep the company's customers happy to have their problems and doubts resolved quickly. If you are looking for a good help desk option, Freshdesk is an option that should be at the top of your list.
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Extremely Recommended Product
What do you like best about the product?
Simplicity and functionality. Very easy to teach my staff and clients to use it.
What do you dislike about the product?
Can't link it with Zoho Books Timesheets
What problems is the product solving and how is that benefiting you?
We use Freshdesk as a main tool to register, monitor our clients requests.
Fresh ticketing system
What do you like best about the product?
I like points which agents can get for done job.
What do you dislike about the product?
You cannot edit the replayed post.
And also you cannot edit agent's answer once replayed.
Only what you can edit is the initial question.
And also you cannot edit agent's answer once replayed.
Only what you can edit is the initial question.
What problems is the product solving and how is that benefiting you?
Requests from email, phone, web, chat and social. Everything is combined via automated workflows, self-service options like bots.
Software tailored to customers.
What do you like best about the product?
I love this software because it helps me to have totally easy integrations with domains that are personalized, this allows me to have a good acceptance with the client. On the other hand Freshdesk has a very fluid interface, I can navigate very easily when using it. It should be noted that I can label in a very simple way, it is something I was always looking for, also reallocating the labels is easy. However, it is good to note that I can manage tickets very efficiently.
What do you dislike about the product?
I think I don't have much to say against the software. Perhaps it would be better if search filters were improved to simplify this process and be much faster. However, it works excellent overall.
What problems is the product solving and how is that benefiting you?
For the company it has been an important tool, since we handle constant customer support. In other words, we use Freshdesk to track, open and precise communication with our customers through tickets that become support for us. It has definitely been very substantial the presence of Freshdesk because we can have a line of communication and problem solving having a thorough record thanks to its functionalities.
Recommendations to others considering the product:
For the company it has been an important tool, since we handle constant customer support. In other words, we use Freshdesk to track, open and precise communication with our customers through tickets that become support for us. It has definitely been very substantial the presence of Freshdesk because we can have a line of communication and problem solving having a thorough record thanks to its functionalities.
The best way to stabilize a customer support system.
What do you like best about the product?
Freshdesk has become my main work motivation and the most sophisticated service that my company currently has, since it provides great features that help to correctly handle customer service, and the resolution of consumer doubts. During all this time, Freshdesk behaved in an excellent way, providing very easy to handle functions, and that adapts quickly to the knowledge of each user. During my experience with this platform, I had the opportunity to enjoy various positive factors that have driven my results in this platform, and have achieved a greater expectation of it, these positive factors were:
- Freshdesk provided me with a great facility for the use of each of its functions, allowing me to develop more easily during the sections of the platform. I am delighted with this great ease of use.
- It has an excellent video quality for the connection of video chat with each client, a video quality that allows the correct viewing and allows the user to establish a correct link with the administrator, to simplify the resolution of doubts.
- Freshdesk provided me with a great facility for the use of each of its functions, allowing me to develop more easily during the sections of the platform. I am delighted with this great ease of use.
- It has an excellent video quality for the connection of video chat with each client, a video quality that allows the correct viewing and allows the user to establish a correct link with the administrator, to simplify the resolution of doubts.
What do you dislike about the product?
All these positive factors, were really influential during the process of use in my company, however, during my experience there were also several negative factors that significantly affected, or doubted, our follow-up of use with Freshdesk, these factors were:
- The platform has a poor App for mobile devices, which is not able to send notifications at the exact moment when a customer needs some kind of support. I would like a much more stable notification system for us.
- The prices of Freshdesk was not something that I liked very much, since during my time of use, these prices increased significantly, and this caused that the ROI, was in much more time, however, I continue paying my membership because I consider that Freshdesk It is a worthwhile platform, but these prices should decrease a bit.
- The platform has a poor App for mobile devices, which is not able to send notifications at the exact moment when a customer needs some kind of support. I would like a much more stable notification system for us.
- The prices of Freshdesk was not something that I liked very much, since during my time of use, these prices increased significantly, and this caused that the ROI, was in much more time, however, I continue paying my membership because I consider that Freshdesk It is a worthwhile platform, but these prices should decrease a bit.
What problems is the product solving and how is that benefiting you?
I am really very happy with all these results obtained with the help of Freshdesk, it has perfectly adapted to my entire company and has provided the essential characteristics to have a perfect development within our work activities. Currently, Freshdesk helsp me to have a much more stable communication with the clients, for the resolution of doubts, or to attend them as a support system within the company that I am currently working on. Freshdesk has allowed us to have an extremely adequate support system for our customers.
Recommendations to others considering the product:
Freshdesk is a platform that undoubtedly is worth buying, despite its high prices today, its ability to contact each customer and provide a stable system of interaction for the resolution of doubts, is what powers each company, and achieves successful results in its growth.
Correct accessibility for customer service.
What do you like best about the product?
It is important to highlight the great development that this entire platform has had in accordance with its entire implementation and in accordance with the adaptation it has had to help us have a tailored technical support, capable of helping us collaborate with any doubt or administration process of each client. I believe that Freshdesk has worked stably, helping to offer great consumer support and offering various ways to get in touch with each customer. During my experience, several positive factors have emerged which have allowed all the results to be enhanced, and allow us to have a correct customer service, these factors were:
1.- Freshdesk has an excellent notification system which alerts you at the exact moment when there is a new ticket entered into the system, this helps a lot since I can answer all kinds of doubts without the need for the customer to wait so long.
2.- Freshdesk allows to attend any client through various ways, offering the possibility of serving the client through video calling, a much simpler process to answer all kinds of questions.
1.- Freshdesk has an excellent notification system which alerts you at the exact moment when there is a new ticket entered into the system, this helps a lot since I can answer all kinds of doubts without the need for the customer to wait so long.
2.- Freshdesk allows to attend any client through various ways, offering the possibility of serving the client through video calling, a much simpler process to answer all kinds of questions.
What do you dislike about the product?
All these positive factors have been really influential during my use process, and have been essential to enhance all the functions of the platform, however, during my experience there have also been several negative factors that have been noticed a alot, and have affected meaningful way to my business progress. These factors were:
1.- The implementation process was not completely simple, there were several functions which we could not manage instantly, and configurations that were a bit complicated to establish. I believe that this platform should place a much simpler process for implementation.
2.- The application for mobile phones provided by Freshdesk takes up too much space on the device. I believe that this App should take up less space, to allow the user to get the most out of it, since it certainly benefits the fact of serving customers from the cell phone.
1.- The implementation process was not completely simple, there were several functions which we could not manage instantly, and configurations that were a bit complicated to establish. I believe that this platform should place a much simpler process for implementation.
2.- The application for mobile phones provided by Freshdesk takes up too much space on the device. I believe that this App should take up less space, to allow the user to get the most out of it, since it certainly benefits the fact of serving customers from the cell phone.
What problems is the product solving and how is that benefiting you?
I am very happy with all the benefits provided by the fact that I have implemented Freshdesk in my company, since I have established a diverse customer service and I have extracted a better experience in each one of them. I believe that this platform currently helps me a lot to be able to contact consecutively with each client who has a doubt within the company I am currently working on. I hope to continue enjoying this great quality of work.
Recommendations to others considering the product:
Freshdesk is a platform that is undoubtedly worthwhile, since it generates really remarkable results and helps the administrator to be able to get along quickly with any client. I believe that this platform is at a very good price, and is extremely accessible by any company.
The Perfect Customer Management Solutions & Ticketing System
What do you like best about the product?
I love the fact that everything is automated. A customer just have to send us an email, which is automatically enlisted in the ticketing system, assigned to our agents, and flagged for follow-up.
What do you dislike about the product?
Performance report is not available in the blossom or free package. I believe that this is a must for all users and should be available for free, in my opinion.
What problems is the product solving and how is that benefiting you?
This helped us monitor and respond to every customer query and greatly improve customers' satisfaction rate, as well as our response rate.
Recommendations to others considering the product:
I do recommend, if you have to manage a lot of customer requests. It has an amazing centralized dashboard and a multitude of cool features.
Great effort, some logistical issues
What do you like best about the product?
Tiered business model....buy only what you need. Very nice gui. I like the way they designed the response time/resolution time collection. Solid reporting capability.
What do you dislike about the product?
They are based...and I mean solely based...in India. Therefore communication is challenging. They try their best to compensate, but its been challenging.
Secondly, I'm SO OVER this "new" model where there are no live people to talk to when help is needed. This 'log a ticket and we will respond, via email, within 24 hours' business is ridiculous. I want to talk to a live human being with a brain capable of rationale conversation that can problem solve. I know its a cost savings, but its incredibly annoying.
Secondly, I'm SO OVER this "new" model where there are no live people to talk to when help is needed. This 'log a ticket and we will respond, via email, within 24 hours' business is ridiculous. I want to talk to a live human being with a brain capable of rationale conversation that can problem solve. I know its a cost savings, but its incredibly annoying.
What problems is the product solving and how is that benefiting you?
Communication barrier is significant. Time zone issues. No live tech assistance.
Customer support automation
What do you like best about the product?
Freshdesk is a tool that has it all in one, countless features make a complete and high quality software. Mainly it as given me the facility in the customer service, with a ticket system that is in favor of improving the capacities of attention to the inconveniences and dobouts about the service we offer.
It is flexible and adapts easily to our work pace, its implementation was almost immediate and quickly offers excellent results, including a higher ROI. It presents variability in communication channels, through chat rooms, comments, with the possibility of attaching videos, images that make interaction with customers much more efficient.
The notification system is quite complete, send quickly upon receipt of claims or question tickets, manage them and label accordingly.
It is a safe and reliable tool, in it I can rely on all my work, the way I organize all my plans and events by tasks and work always prioritizing important activities, as well as the protection of each of the documents that I attach.
It is flexible and adapts easily to our work pace, its implementation was almost immediate and quickly offers excellent results, including a higher ROI. It presents variability in communication channels, through chat rooms, comments, with the possibility of attaching videos, images that make interaction with customers much more efficient.
The notification system is quite complete, send quickly upon receipt of claims or question tickets, manage them and label accordingly.
It is a safe and reliable tool, in it I can rely on all my work, the way I organize all my plans and events by tasks and work always prioritizing important activities, as well as the protection of each of the documents that I attach.
What do you dislike about the product?
It is always essential to be able to handle all cases in the shortest possible time as necessary, taking with me the mobile phone became more than practical, a necessity, in this way I can always respond immediately. However, the user interface has small drawbacks when it comes to full functionality, it does not show all the tools I need, nor the claim tickets at the time they are sent, this system has slow my work with respect to effective work we want for each of our users.
In the other hand, communication has small deficiencies in the workflow, live chat or instant messaging are usually a bit slow and less agile, wich leads to serius problems in our user management planning and quick response.
In the other hand, communication has small deficiencies in the workflow, live chat or instant messaging are usually a bit slow and less agile, wich leads to serius problems in our user management planning and quick response.
What problems is the product solving and how is that benefiting you?
With the software implementation we have achieved great goals. Among some of the benefits we have obtained are grater ROI, improvements in customer service management, improvement of our work plans, communication, liaison and a better relationship with each of our customers and business partners. We have solved problems of assistance to claims tickets, giving immediate response, automating our main pririty: the attention to each of our clients. With the organization of work, we quickly visualize our work objectives, optimize the range of assistance and even increase the chances of estblishing new business relationships.
Recommendations to others considering the product:
In recommend Freshdesk because, honestly, it is a great software that meets each of the quality standards, offers great rewards and incomparable benefits, easily adapts to any company, its name is synonymous with success.
Good product, would recommend for small teams
What do you like best about the product?
Very simple to use, self explanatory and no need for training or to follow any help guides.
What do you dislike about the product?
Merging jobs together can be painful. Sometimes it does it by itself, based on subject and this can often be wrong. When you need to split them this can be a bit buggy. The job you split should be removed from the previous job, sometimes it sits at the bottom of that job as well as splitting into a new job.
What problems is the product solving and how is that benefiting you?
For small teams this is perfect, you can easily assign jobs to team members and make sure everyone has enough to be getting on with.
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