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Improved our Support quality and response time
What do you like best about the product?
Ability to overview all tickets and run different displays which you can configure.
What do you dislike about the product?
unable to template build multiple tickets together for joint tasks.
What problems is the product solving and how is that benefiting you?
Late responses to tickets or losing emails.
Recommendations to others considering the product:
Worth a trial allows you to fully integrate your support email into the system. Prevents you from missing emails and sends automated emails to customers letting them know your working on it.
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CRM and gamification
What do you like best about the product?
Easy to use and manage. Gamification that helps increase productivity.Easy access from anywhere.
What do you dislike about the product?
Although it is easy to manage the knowledge base ,the,only three levels of organization are offered.
What problems is the product solving and how is that benefiting you?
Customer service,KPI 's,employee engagement
Recommendations to others considering the product:
Easy access that allows ,remote work
Simple to use, easy to implement and definitely scalable
What do you like best about the product?
It makes customer support a lot simpler. Freshdesk continues to help streamline our customer service. It helps to bring queries from Facebook, Twitter and emails into a single back-end which makes my team to efficiently answer queries. With a continuously growing student database, it is key for us to ensure that we meet their requirements and Freshdesk has helped us do exactly that!
What do you dislike about the product?
Would have loved a YouTube and Instagram integration as we do get a lot of queries in these channels
What problems is the product solving and how is that benefiting you?
The main objective was to streamline our Customer Support. By providing a single backend for different channels, Freshdesk has helped us work more efficiently and make my team's lives easier. The provision of a Knowledge Base has eliminated a lot of trivial queries that would come in.
Recommendations to others considering the product:
I would definitely recommend SMB's to consider Freshdesk as a possible choice for your customer support.
Convenient customer management
What do you like best about the product?
Freshdesk is one of the best applications for small and medium business customers. It is possible to assign customer requests. I like that Freshdesk easily integrates into several subsystems and provides the flexibility to use it in several channels, such as a PC. And it also has a special mobile application - it's very convenient.
What do you dislike about the product?
I do not like that we can not insert videos and large documents. And also I want to be able to instantly connect Freshdesk to notifications by e-mail. For example, if we publish a new ad, we want all customers to see it right away. I would also like to have access to analytics. And the opportunity to see how many active users from the total.
What problems is the product solving and how is that benefiting you?
This helps us stay in touch with customers and help them solve their problems using systems. In addition, our technical support is much organized and accelerated. Freshdesk helps us in providing instant offers to our customers, and this significantly increases our sales
Recommendations to others considering the product:
Decent software. Always will work on what you need. The platform works quickly and without failures, all your documents are protected. I recommend it to you.
Experience
What do you like best about the product?
The tool is very simple to set and use.
The support services are very responsive and efficient.
The support services are very responsive and efficient.
What do you dislike about the product?
Cannot go much deeper with reports.
An app was recently added with no agreement from us.
An app was recently added with no agreement from us.
What problems is the product solving and how is that benefiting you?
We can l'âge our customer support activities thanks to FD.
Recommendations to others considering the product:
None
Freshdesk has taken our company to another level!
What do you like best about the product?
Tracking agent performance is so easy with Freshdesk. Its very easy to keep our reps informed of their productivity and we are able to easily compare their workloads. Freshdesk also makes it quite easy to detect trends so necessary adjustments can be made proactively. It easy to have SLA alerts and we love the customer satisfaction survey options. I also love that the Freshdesk Support team is very responsive!
What do you dislike about the product?
I wish there was a way to export reports that provide a breakdown of volumes by day.
What problems is the product solving and how is that benefiting you?
We are better able to handle the workload. We are able to see all inquiries by requestor for historical purposes. Its quite easy to navigate and we love the ability to prioritize tickets.
Recommendations to others considering the product:
This is a great tool that is very easy to install and easy to use. Your agents will love it and tracking product and agent performance is wonderful.
Excellent product and exemplary customer service!
What do you like best about the product?
You can customize the product according to what you really need it for. It is very intuitive to navigate.
When your current plan does not satisfy your needs, just give them a call they will provide you either a workaround or will tell you if they have a better plan that does what you need to accomplish.
When your current plan does not satisfy your needs, just give them a call they will provide you either a workaround or will tell you if they have a better plan that does what you need to accomplish.
What do you dislike about the product?
I didn't like the fact that I can not do "selected contacts" for articles to be viewed only ( I am using Garden plan right now), which should be done very easily). For example if I have two different type of users from the same company and I want one user to see some articles and the others to see some other articles, I can not do that without creating two companies with two types of users of the same company.
What problems is the product solving and how is that benefiting you?
Providing help and receiving feedback from our users. We use it for both product development purposes as well as for client support.
Freshdesk makes it possible
What do you like best about the product?
Solutions - these help me quickly answer questions for some users, and can prevent questions from being asked because some users actually look for themselves!
What do you dislike about the product?
You cannot attach or insert a solution into a new "email".
What problems is the product solving and how is that benefiting you?
We are able to stay on top of the constant barrage of calls/questions without missing anyone. Our support staff is very small, but we still are able to give amazing customer service because we can manage it all in one place.
Good support software tool for B2B.
What do you like best about the product?
The scenarios.
What do you dislike about the product?
Can’t easily customize the portal.
What problems is the product solving and how is that benefiting you?
Customer suppory
Recommendations to others considering the product:
Better reporting customization
Excellent service and post-sales support
What do you like best about the product?
Excellent post-sales support, immediate feedback through on-site chat
What do you dislike about the product?
Sales process wasn't the most straightforward
What problems is the product solving and how is that benefiting you?
Android app customer service
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