Reviews from AWS Marketplace
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
External reviews are not included in the AWS star rating for the product.
Fast and Furious - Freshdesk
What do you like best about the product?
The nest part about the FreshDesk is mainly the depth we have in terms of the analysis, I can actually dig deep and understand what is happening with the no.of tickets, trend, customer survey and most importantly I can export all these for my reporting and weekly/monthly analysis.
Another good part is the CHAT option which they have on their site helps me to clear the queries and set up a customized process as per my work structure (Observer, Supervisor, Dispatcher rules, etc) and the important point is it is affordable not like other services which are way too expensive.
Another good part is the CHAT option which they have on their site helps me to clear the queries and set up a customized process as per my work structure (Observer, Supervisor, Dispatcher rules, etc) and the important point is it is affordable not like other services which are way too expensive.
What do you dislike about the product?
In few cases where we try to customize the structure as per our work structure, there are times where it failed and repeatedly we are in touch with the team but all of a sudden sometimes the same error repeats.
The UI can be made much better with attractive buttons or screen or when customer rates very satisfied / Awesome the screen can highlight the color or a celebrations kit can flyover similar to Facebook.
The UI can be made much better with attractive buttons or screen or when customer rates very satisfied / Awesome the screen can highlight the color or a celebrations kit can flyover similar to Facebook.
What problems is the product solving and how is that benefiting you?
I work in Decathlon and I take the ownership of my project, we interact with many users 33k users for the year 2017 in email and chat, we mostly solve all their queries or issues which they face in their experience with Decathlon.
The best benefit is to go in depth and understand the root causes for the common problems which luckily freshdesk helps us with the reports and analysis and our company in other countries use a different tool but they were unable to analyse the same way like we are doing.
The best benefit is to go in depth and understand the root causes for the common problems which luckily freshdesk helps us with the reports and analysis and our company in other countries use a different tool but they were unable to analyse the same way like we are doing.
- Leave a Comment |
- Mark review as helpful
Freshdesk Review
What do you like best about the product?
User friendly and very useful for customer needs
What do you dislike about the product?
response time from if any issue we have raised
What problems is the product solving and how is that benefiting you?
Internal and external customer support
Recommendations to others considering the product:
NA
Support made simple
What do you like best about the product?
The easy interface to use and simple and understandable processes
What do you dislike about the product?
Doesn’t work well with mobile devices/need app
What problems is the product solving and how is that benefiting you?
Client Retention and Email/Chat
A little confusing
What do you like best about the product?
I like that multiple, I mean in the 10's or thousands, can use this platform. There is an archive of past posts that you can search from at any point in time. If there is an issue you need address, they have someone ready to help you and will respond within 48 hours of your request.
What do you dislike about the product?
Due to the vast amount of people on our Freshdesk platform, it was sometimes difficult to navigate and find an answer to a question you might have. There are so many different areas and ways to upload questions of files that you may not know where to look to find your answer.
What problems is the product solving and how is that benefiting you?
If there is an issue that multiple people are having, you could search on Freshdesk to find the answer. When I first started with my company, I used Freshdesk a lot to answer simple questions about my concerns with getting class bookings or how to use certain features on our website.
Recommendations to others considering the product:
Our company actually has switched to another platform for most of the online help we used Freshdesk for originally.
Favorite!
What do you like best about the product?
It is very easy to use and quite intuitive. I love the organization of it all: assigning agents, selecting statuses, products and groups. It helps manage us manage thousands of customers for multiple events all over the world. The reporting is my favorite though. It is customizable and pulls every detail on every ticket.
What do you dislike about the product?
I wish the chat feature was more customizable. I've been using Freshdesk for 3 years and it has improved tremendously.
What problems is the product solving and how is that benefiting you?
We are a third-party event management company. We support multiple events happening simultaneously and with Freshdesk we are able to support thousands of attendees on one platform. The ability to assign different agents, add different email addresses and phone numbers, and the reporting has made my job much easier.
In short a great helpdesk solution
What do you like best about the product?
I think I really liked the ability to provide a "self-help" area for customers common problems
What do you dislike about the product?
so far I think the only thing they need to improve, is make it less 'complicated' for most users...
What problems is the product solving and how is that benefiting you?
The helpdesk solution is free, or you can upgrade. But the helpdesk features are really good...
Recommendations to others considering the product:
So far it's been a great solution. I like the system.
Freshdesk keeps me connected to my office in Beijing
What do you like best about the product?
I like that Freshdesk is easy to use, and I can easily contact the head office through a Freshdesk ticket. It seems from a user perspective that it's an organized way for the large corporate office to communicate with its 20,000 plus employees worldwide.
What do you dislike about the product?
I would like a good language translation system built in. The translation from the Chinese speaking staff is usually pretty good but it seems like it could be better.
What problems is the product solving and how is that benefiting you?
Being able to communicate with the head office in an organized way. I always get an answer within 24 hours and I am able to specify what problem I am having so it routes to the right person.
easy to use and efifcient customer support
What do you like best about the product?
Freshdesk has an excellent user interface and is easy to use. It provides us with maximum support to handle customer requests. I like the FAQ area which can be easily customized.
What do you dislike about the product?
I'm looking forward to many more products to be integrated (next to Freshsales we're already using)
What problems is the product solving and how is that benefiting you?
We are using it for customer support, i.e. ticketing and FAQ area. We currently also use the integrated chat function, but think of switching that to Freshchat.
Good small teams with multiple people managing the same email
What do you like best about the product?
Setup is easy and well-documented. UI is nice-looking and easy to use. I had a problem and emailed their support and they got back to me very quickly and helpfully. I have a small team of support agents. For a while we just had emails that came in forwarded to us, and then we'd reply-all so we knew who had responded to an email. It's so much nicer to have tickets that show up to anyone, can be assigned to agents, closed and reopened, and all the other things you can do with Freshdesk. Also, it's very valuable to be able to respond directly from the support email that customers send their questions to.
What do you dislike about the product?
There's not much I dislike about Freshdesk. It's pretty sufficient all-around. I would like to be able to see more over-arching statistics about the response-rate, etc. of agents more easily on the dashboard instead of just for that day.
What problems is the product solving and how is that benefiting you?
The biggest benefit I've experienced is the ability to have more than one person replying to emails coming in to the same email address without worrying about replying twice to the same email.
Freshdesk has transformed the way we handle support
What do you like best about the product?
Freshdesk gives you a great way to manage support tickets. The thing I like best is they are constantly enhancing the product. The support they give you is superior and is always quick and useful.
What do you dislike about the product?
At this point, I have nothing I dislike about Freshdesk.
What problems is the product solving and how is that benefiting you?
We have completed resolved the issue of tracking tickets and the ability to share tickets has been an enormous benefit to our company.
Recommendations to others considering the product:
I strongly recommend Freshdesk as your support solution.
showing 2,691 - 2,700