Freshdesk Review
What do you like best about the product?
It is user-friendly and accessible in any browser. It has useful features that are flexible and really vital specially in customer-facing environment, projects or tasks.
What do you dislike about the product?
In my experience, I can say that one of the downsides of using Freshdesk is that it has many dropdowns or fields.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me to communicate easily with customer, access customer informations and I am able to contribute in its knowledge-based feature.
This solution offers knowledgeable customer support and would benefit from on-the-go translation
What is our primary use case?
We are a health insurance company that uses the solution to communicate with our customers through chat, as well as health providers and other prospects. We use it according to teams; the customer success team is divided into three teams: those who attend to voice only, those who attend to emails only, and those who attend to chats only.
For every request that comes in via any of these channels, the agents in these channels take charge there.
What is most valuable?
We currently don't use calls for Freshworks because of our IT provider in Nigeria. However, we use email and chat, and they both work well. Some new features that they recently released will give the chat, Freshchat, more functionality than Freshdesk. We were using Freshdesk before, but we are right now on Freshchat.
The UI is also easy to use.
What needs improvement?
Currently, they have Freshchat as the central platform. But for email, I would still like to have assistance around how our agents can assist our customers, such as on-the-go translation; as we are expanding to the emerging market, we would not be able to hire and pay customer support agents in those areas immediately, so we won't be able to attend to their conversation if we do not speak the same language. That is something similar platforms have, which I would like to have included in Freshdesk.
For how long have I used the solution?
We have been using Freshdesk for over three years.
What do I think about the stability of the solution?
I rate Freshdesk's stability as eight out of ten. There is room for improvement with the chatbots.
What do I think about the scalability of the solution?
It is scalable. We currently have about 16,000 chatbot sessions monthly, which keeps growing every month.
How are customer service and support?
Support is very knowledgeable, so they know their products very well. They can almost always resolve your problem immediately.
How was the initial setup?
The initial setup was relatively easy.
What's my experience with pricing, setup cost, and licensing?
One of the issues we are looking into is the cost. As we keep on expanding, it means that we will need more licenses. Currently, that would blow our budget. That's the main concern right now because the cost is very expensive.
Aside from the license, we have chatbot conversation costs.
What other advice do I have?
One should go for the solution if cost is not a problem or if they will not expand to major markets and require many licenses. There is still room for improvement, but the UI is easy to use, compared to some other platforms. I rate Freshdesk a seven out of ten.
Ok if you're a small company
What do you like best about the product?
Simple and easy to use, and relatively cheap
What do you dislike about the product?
The training offered is poor, and functionality is limited
What problems is the product solving and how is that benefiting you?
It provides a place for customers to raise tickets and check existing knowledgebase articles. We came from having nothing in place, so a good step-up
Good ticket management system
What do you like best about the product?
It allows our agents to efficiently handle customer queries. The interface is intuitive, making it easy for agents to navigate and respond promptly to customers.
What do you dislike about the product?
It's not very mobile-friendly. Could work better on phone.
What problems is the product solving and how is that benefiting you?
It has simplified our customer support operations, improved response times, and elevated customer satisfaction.
Stable but not customizable
What do you like best about the product?
Ticket management and notifications are very good
What do you dislike about the product?
Analytics could be better when compared with Hiver.
What problems is the product solving and how is that benefiting you?
Easier for the customer and easier for us to connect better and resolve problems over a few chats.
Streamline Your Customer Support with Freshdesk
What do you like best about the product?
The best I like about Freshdesk is that it provides a wonderful selection of functionalities that make customer support very simple. One of several standout capabilities is its ticketing system, which effectively arranges customer queries and assures no query falls through the breaks. The easy-to-customize ticket fields enable companies to collect particular information from clients, assisting personalized and efficient responses. The smart automations and workflows streamline the support procedure, automating repeated jobs and making sure quick resolutions.
What do you dislike about the product?
Although Freshdesk provides a number of attributes, there are some areas that might be improved upon. One aspect is the complication of the pricing strategies. The pricing structure of Freshdesk could be complicated, specifically for smaller businesses or startups with minimal financial constraints.
What problems is the product solving and how is that benefiting you?
Freshdesk solves the problem of handling customer support effectively and efficiently. It centralizes client queries from different areas into a one platform, making it simpler for support teams to monitor, prioritize, and reply to tickets. This consolidation removes the requirement for manual checking of multiple conversation channels, saving time and reducing the risk of ignoring client inquiries.
Freshdesk
What do you like best about the product?
User-friendly interface, Ticket management, Multichannel support, Knowledge base and self-service options, Collaboration and team productivity, coordination among support agents
What do you dislike about the product?
Limited customization options: Some users may find that Freshdesk's customization options are not extensive enough to meet their specific needs. While it provides certain customization features, there might be limitations in terms of branding and customization of workflows.
Pricing structure: Freshdesk's pricing can be a concern for small businesses or startups with limited budgets. The more advanced features and functionality may require higher-priced plans, which may not be affordable for all businesses.
Complexity for larger organizations: While Freshdesk is generally user-friendly, some larger organizations with complex support processes may find it challenging to configure the platform to match their specific requirements. Customization for advanced workflows can be time-consuming and require technical expertise.
What problems is the product solving and how is that benefiting you?
Ticket management: Freshdesk provides a centralized system for managing customer support tickets. It helps businesses organize, track, and prioritize incoming inquiries, ensuring that no customer query goes unanswered or unresolved. This streamlines the support process, improves response times, and enhances overall customer satisfaction.
Multichannel support: With Freshdesk, businesses can handle customer inquiries from various communication channels, including email, phone, chat, social media, and more. This enables businesses to be accessible to customers on their preferred platforms, enhancing convenience and improving customer engagement.
Knowledge base and self-service: Freshdesk allows businesses to create a knowledge base and self-service portals where customers can find answers to common questions and issues. This empowers customers to resolve problems independently, reducing the volume of support tickets and freeing up agents to focus on more complex inquiries. It also improves customer experience by providing instant access to relevant information.
Collaboration and team productivity: Freshdesk offers collaboration features that facilitate teamwork among support agents. Agents can communicate through internal notes, collaborate on ticket resolutions, and assign tasks to ensure smooth coordination. This improves team productivity, enables knowledge sharing, and reduces the time required to resolve customer issues.
Automation and workflows: Freshdesk allows businesses to automate routine tasks and define workflows based on specific criteria. This includes automated ticket routing, escalation rules, and predefined responses. Automation reduces manual effort, improves efficiency, and ensures consistent service delivery.
Reporting and analytics: Freshdesk provides reporting and analytics capabilities that offer insights into support team performance, customer satisfaction, ticket resolution times, and other key metrics. These insights help businesses identify areas for improvement, optimize support processes, and make data-driven decisions to enhance customer service.
Incredibly intuitive and user-friendly
What do you like best about the product?
One of the standout features of Freshdesk is its robust ticketing system. The software allows us to manage and prioritize customer queries effectively, ensuring that nothing falls through the cracks. The automation capabilities have been a huge time-saver, as Freshdesk intelligently assigns tickets to the appropriate team members, based on predefined rules and criteria. This has significantly streamlined our workflow and improved our response times.
What do you dislike about the product?
There are no email sequences yet which would streamline the process a lot more.
What problems is the product solving and how is that benefiting you?
The reporting and analytics features in Frshdesk have proven to be invaluable. The software provides detailed insights into our customer support performance, including ticket resolution times, customer satisfaction ratings, and agent productivity metrics. This data-driven approach has allowed us to identify areas for improvement and optimize our support processes effectively.
A useful tool for your company's customer centricity efforts!
What do you like best about the product?
It is conveniently collecting customer inquiries from different channels to one. Easy visibility on the inquiries of what matters to my organization and me.
What do you dislike about the product?
The tabs may be confusing since there are a lot of tabs to choose from. Can be better if it can be better streamlined
What problems is the product solving and how is that benefiting you?
I only need to go to one place to check inquiries from different platforms, provides more time for me to do more.
Freshdesk Review
What do you like best about the product?
dashboard and analytics, canned responses
What do you dislike about the product?
raw data, challenges on some field like "date" we need to format to compute the days ageing.
What problems is the product solving and how is that benefiting you?
Visibility on the history and updates of customers complaint
