I used Freshdesk for communication with the clients, such as real-time chats. Freshdesk provides integration with apps like WhatsApp.
Freshdesk
Freshworks Inc.External reviews
3,442 reviews
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excellent customer support software
What do you like best about the product?
it is very easy to use, smooth interface for cusomer support
What do you dislike about the product?
need to more improve on email interface for smooth work
What problems is the product solving and how is that benefiting you?
genrating tickets and for calls and mails for precise customer service
Great CRM
What do you like best about the product?
The support team helps every step of the way, with quick and objective answers to all our questions. It's an intuitive and easy-to-learn CRM. It's very easy to integrate.
What do you dislike about the product?
There are some limitations to customization.
What problems is the product solving and how is that benefiting you?
Constant support with any questions
Facilitates real-time chats with clients and provides integration with other applications
What is most valuable?
What needs improvement?
The solution's inbound calls could be improved.
For how long have I used the solution?
I have been using Freshdesk for less than one year.
What do I think about the stability of the solution?
I haven’t faced any issues with the solution’s stability.
What other advice do I have?
We performed customer interactions, including chats and ticketing with Freshdesk. I would also do a few outbound calls. I would passively recommend Freshdesk to others because I have not used Freshdesk that much.
The solution's multichannel support feature is good and time-bound. The response resolution time is also good because of the multichannel support feature. Some clients raise their concerns through WhatsApp, and others send emails, both of which are integrated with Freshdesk. You can capture all those conversations and tickets and merge them as one. This would be easy because of the multichannel support feature in Freshdesk.
Overall, I rate the solution eight and a half out of ten.
The best ticketing Omnichannel Software
What do you like best about the product?
Ease to use, easy to implement!
The support its the best!
The support its the best!
What do you dislike about the product?
Realy nothing, its the best Saas of Ticketing and Omnichannel Desk
What problems is the product solving and how is that benefiting you?
We have all channels in one site.
Whatsapp, Telegram, Slack, Facebook, etc.
Our Agents only use one toole for answer all our channels.
Whatsapp, Telegram, Slack, Facebook, etc.
Our Agents only use one toole for answer all our channels.
Easy To Implement
What do you like best about the product?
I like the customization of the helpdesk dashboard, ease of use, and minimalist interface and the loadtime is considerably fast.
What do you dislike about the product?
I don't like that the scenario automations doesn't always work. I would like the same scenarios to display on every dashboard and give every agent access to the same canned responses. The analytics is a little bit of a steep learning curve.
What problems is the product solving and how is that benefiting you?
Resolving complaints fast, and creating a thread that allows our company to go back and investigate the agents resolutions.
Freshdesk:
What do you like best about the product?
We have used Freshdesks for a couple of years to handle all of our support tickets, and are very pleased with the results. It is priced very competitively considering the features it comes with and was very quick to implement. We recieve a lot of repetitive tickets, which can be handled with a combination of canned responses, scenarios and other automation features. There is also an in-depth analytics system, which allows us to track recurring tickets and monitor patterns on platform usage.
What do you dislike about the product?
Whilst the pricing is competitive, we find the number of users allowed on our pricing tier to be quite limited. This means we cannot setup as many accounts as we'd like and sometimes login credentials have to be shared, particularly when staff are on annual leave or away sick. We have also found the mobile version of Freshdesk to be somewhat limited, not offering the full suite of features that the desktop version provides.
What problems is the product solving and how is that benefiting you?
Freshdesk handles all of our support ticket needs, allowing us to log, track and respond to queries from our userbase.
Integration of Fullstory with Freshdesk
What do you like best about the product?
This is simple and user-friendly. It was also very easy to integrate with our internal tools.
What do you dislike about the product?
It has limitations in Analytics. When exporting data, it only allows you to do it in PDF and not in Excel. Also, every time I select any parameter in my custom dashboard, it always asks to save the settings. If not saved and we export it, it shares the old data and not the one I have selected.
What problems is the product solving and how is that benefiting you?
We have integrated it with our Mindtickle platform. If our users face any issues with the platform, they raise their issues, and we get them in the form of Freshdesk ticket. We review the logs and work on them accordingly. This tool is helping our large customer base to report their challenge, feedback.
A great software to handle client queries
What do you like best about the product?
User-friendly interface and ease of use.
What do you dislike about the product?
We can't reply to a different person in a trailing email
What problems is the product solving and how is that benefiting you?
Freshdesk streamlines communication, speeds up resolutions, and offers valuable insights, all leading to satisfied clients.
Super easy to use
What do you like best about the product?
I use it every day and the portal is easy to navigate. It's well implemented and integrated with other Fresh services as well, so that's super neat. Customer support has been great as well. Lots of useful features too!
What do you dislike about the product?
Some of the menu items can be a bit more confusion and not as self-explanatory as others if you are not familiar with the service.
What problems is the product solving and how is that benefiting you?
It's a great way to be able to communicate with customers and clients of our company.
A great software which helps ion managing client queries
What do you like best about the product?
Ease of Use, Ease of Implementation, Number of features and Ease of integration
What do you dislike about the product?
A few tickets can not be deleted or marked as closed and bounce back
What problems is the product solving and how is that benefiting you?
Freshdesk helps to manage all the client queries at one place
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