Easy to use and user friendly
What do you like best about the product?
Automations
Groups
FreshChat
Links to emails
What do you dislike about the product?
FreshChat unable to initiate chats with users first
What problems is the product solving and how is that benefiting you?
Customer and Client query management
Best Friend for the Customer service agent
What do you like best about the product?
The user interface and ticketing system really makes it easy to remain on top of Customer's queries.
What do you dislike about the product?
Some times the reports are not generated on the realtime basis. WHich takes 20-30 mins to update
What problems is the product solving and how is that benefiting you?
Fresh desk has really streamlined the customer service process by allocating the tickets to the agents automatically as they come through in the system!
FreshDesk is user friendly and helps make time management much smoother
What do you like best about the product?
The ticket tracking and note section make looking up information a snap!
What do you dislike about the product?
There isn't anything I would change with this sytem.
What problems is the product solving and how is that benefiting you?
This system helps keep all communication in one place, and the notes section allows you to put notes concerning phone conversations or messages about an issue. This helps keep everyone on the team on the same page
Freshdesk review
What do you like best about the product?
Freshdesk is an excellent tool and platform to use especially when handling customer-related concerns and enquiries. It is user-friendly and easy to navigate. It is a vital tool for my current task.
What do you dislike about the product?
In my experience using Freshdesk, I can say that none so far.
What problems is the product solving and how is that benefiting you?
Freshdesk solves different problems as it engages to customers directly and promotes collaboration within the organization. It also helps ease the analytics and reports.
Freshdesk Review
What do you like best about the product?
What I like most is the visibility of the customer journey and ticket history. Track how often the customer has been engaged and the service history of service incurred.
What do you dislike about the product?
So far, need to improve the dashboard facing. Recommended to have it visible to all internal users regardless of access status especially on the floating tickets and number of open.
What problems is the product solving and how is that benefiting you?
visibility on the issues and concerns that helps improve the customer service of aftermarket. Also, this Freshdesk help address the concerns of BP on the part material code needed as it is already included on the system features.
Freshdesk Review
What do you like best about the product?
Freshdesk has so many features that are user-friendly and it everything is essential to monitor and answer customer-related concerns like my current task using this platform.
What do you dislike about the product?
None so far with my experience using Freshdesk. Everything is beneficial.
What problems is the product solving and how is that benefiting you?
Freshdesk helps to monitor and resolve customer-related concerns. Its functions and features are vital in a customer service environment. It also helps gauge customer feedback.
The worst experience ever
What do you like best about the product?
Their product is very solid and convenient
What do you dislike about the product?
- Misalignment and miscommunication between their teams
- Wrong info was given by their support
- Lack of follow up from account managers
What problems is the product solving and how is that benefiting you?
Their product is solid and well-integrated with other tools
Customer Services contact place
What do you like best about the product?
Great organization and ticket assignment options for company communications with customers
What do you dislike about the product?
not always the tickets reply get to my email list
What problems is the product solving and how is that benefiting you?
Help the whole company to be in contact to customers in an organized way
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.
Which deployment model are you using for this solution?
Public Cloud
