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Fantastic to have freshdesk to ensure our clients are alway connected to the right agents with ease
What do you like best about the product?
The automation! We can 'set and forget' when it comes to making sure our clients are being connected with the right customer support teams each and every day. With omniroute we're able to ensure that the workloads are shared evenly across teams to reduce burnout and make sure our clients are getting responses and resolutions efficiently.
What do you dislike about the product?
Challenges we face are getting used to the analytics reporting interface rather than the previous reporting tool
What problems is the product solving and how is that benefiting you?
Freshdesk is solving our problems of:
Agent productivity
Workload and capacity
Sharing across internal teams
This benefits us immensely as we need these sorted in order to properly function
Agent productivity
Workload and capacity
Sharing across internal teams
This benefits us immensely as we need these sorted in order to properly function
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We can do so much ouerselves
What do you like best about the product?
There was no external support required to configure Freshdesk. Agents were able to start working after 20 min training. Freshdesk support is alwys at hand when needed.
What do you dislike about the product?
Some reports fail to retrieve correct data.
What problems is the product solving and how is that benefiting you?
All agents pick tickets from a common inbox and work on it. If an agent is not available some else can continue. That new to us since use simpled email management before.
Freshdesk and Customer Satisfaction
What do you like best about the product?
Freshdesk is very user friendly and has increased our production by 41% and reduced our customer requests for statuses on orders by 17%. Freshdesk is very responsive and their production is excellent.
What do you dislike about the product?
Freshdesk could be clearer on reporting numbers but the reporting works for what we need.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us process our purchase orders and this is taking the manual work away from our team and creating a seemless automated transition for order processing for our company.
Freshdesk Use Experience
What do you like best about the product?
One of the standout features of Freshdesk is its flexibility and customization, particularly with SLAs and canned responses, which help us handle a high volume of student queries efficiently. The SLAs keep every department accountable, ensuring that response times are consistently met and that tickets are managed effectively. The canned responses and solution articles make repetitive queries much quicker to address, which is especially valuable in an educational environment where similar questions come up frequently. Freshdesk's collaboration tools, like internal threads, allow us to involve team members and managers seamlessly, making it easy to bring in additional expertise on complex issues. Finally, the centralized helpdesk setup prevents important requests from getting buried in emails and ensures they’re routed to the right teams, which has transformed how we manage student and staff support.
What do you dislike about the product?
Honestly, there’s very little to dislike about Freshdesk. We have regular meetings with the Freshdesk team, so whenever we have suggestions or specific needs, they’re very responsive and often implement changes based on our feedback. The support provided by Freshdesk has been exceptional, with quick and effective assistance whenever needed. This level of attentiveness and adaptability makes it hard to find any real drawbacks in our experience.
What problems is the product solving and how is that benefiting you?
Freshdesk solves several critical challenges, including managing repetitive queries, maintaining quick response times, and enabling seamless collaboration across departments. With customizable SLAs and canned responses, we handle frequent inquiries efficiently, allowing more time for complex issues. The API integration with our CRM system in FileMaker adds context to each ticket by automatically attaching contact information, which speeds up response times and ensures accuracy. As we work toward incorporating JAMF to track assets within Freshdesk, this will further centralize support information and simplify troubleshooting. Altogether, these features help us deliver a streamlined, organized, and responsive support experience that benefits both students and staff.
Freshdesk's Positive Impact on Our Customer Support Efficiency
What do you like best about the product?
Freshdesk has significantly improved our support operations, leading to a more streamlined workflow and measurable efficiency gains. Since implementation, we’ve seen a 30% increase in agent productivity, with average response times reduced by 20%. Additionally, the analytics tools provided by Freshdesk give us clear insights, enabling data-driven improvements that enhance our overall service quality.
What do you dislike about the product?
While Freshdesk has positively impacted our support operations, driving up productivity by approximately 20% and reducing response times by 15%, we find the platform's costs to be quite high. We're weighing the benefits against the expenses to determine the best path forward for maintaining efficient service without stretching our budget.
What problems is the product solving and how is that benefiting you?
Freshdesk has provided clear improvements in our team’s efficiency, enabling us to track agent productivity and response times effectively. Since implementation, we’ve seen a 20% increase in agent productivity and a 15% reduction in average response time, directly contributing to faster, more reliable customer support.
Freshdesk is more convenient and user-friendly than most of the competitors out there.
What do you like best about the product?
Automation and user-friendly interface..
What do you dislike about the product?
no automation for ticket merging, possibly because I haven't explored the possibility yet
What problems is the product solving and how is that benefiting you?
Aside from being a more cost-efficient tool, analytics and automation has been so far the best asset of the platform
Freshdesk boosts efficiency with 20% faster response times and 25% higher agent productivity.
What do you like best about the product?
Freshdesk has significantly streamlined our customer support process, improving overall efficiency and customer satisfaction.
What do you dislike about the product?
While Freshdesk has improved efficiency, the platform's reporting features can feel limited, making it challenging to generate customized insights for deeper analysis.
What problems is the product solving and how is that benefiting you?
Automated workflows and AI-driven ticket categorization.
Ease of Use
What do you like best about the product?
Freshdesk is easy to use and wonderful for providing customer support.
What do you dislike about the product?
I haven't found anything I don't like about Freshdesk.
What problems is the product solving and how is that benefiting you?
Freshdesk provides a simplified means to communicate effectively with our customers.
Great products, great support, and great team!
What do you like best about the product?
The ability to keep track of tickets and response times. Great products.
What do you dislike about the product?
There are a lot of options - finding what works best for you can be tough.
What problems is the product solving and how is that benefiting you?
The ability to keep track of tickets and response to follow ups, without falling through the cracks.
Easy to use program - powerful features
What do you like best about the product?
In our industry, we have a lot of customers with the same email address - this is a problem for 98% of the products we reviewed as they use email address as a unique identifier. Freshdesk let us pick what we want to use as our unique identifier though and that helped us to better cater to our customers and limit any confusion for our agents. The UI is very clean as well. This is the number one tool used by our agents each day, they can easily collaborate with one another and we can track trends. Our onboarding was fairly easy considering our former product had been in use for over 15 years. And, thankfully each time we've needed to reach out to support, everything has been answered in a timely matter.
What do you dislike about the product?
More of the AI features used to be included in the higher tiers, but now are additional. They are always nice to test though and see how far the product has come.
What problems is the product solving and how is that benefiting you?
Transparency into responses going out from everyone in our contact centers. This helps us see if the customer has called before with the same issue and how it was resolved to quickly do so again. We can also see if we have a spike in a certain issue and can better escalate it for repair.
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