Freshdesk
Freshworks Inc.External reviews
3,575 reviews
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External reviews are not included in the AWS star rating for the product.
Not sure how we would manage our support desk without Freshdesk!
What do you like best about the product?
Clean, easy to use and find what you are looking for. I like the option to have customers rate their satisfaction with their responses as well.
What do you dislike about the product?
There isn't anything I have an issue with.
What problems is the product solving and how is that benefiting you?
Keep all tickets organized and streamlined.
Freshdesk is a Lifesaver!
What do you like best about the product?
The portal is intuitive and we were able to be up and running on the site in a very short amount of time. It makes all of our customer support efforts more visible, whereas before when we were using individual email accounts and phone numbers, we had no actual picture of our customer's needs and the speed with which we responded to them. The software allows us to move forward in our efforts towards customer service excellence!
What do you dislike about the product?
Oddly enough, at times the customer support offered by Freshdesk has been wanting. We have had experiences where it seemed as if our question wasn't being understood, but there wasn't a desire to dig deeper and determine where the communication issue was occurring.
What problems is the product solving and how is that benefiting you?
We were having issues identifying exactly how we were doing when providing support to our customers and we weren't sure that all team members were pulling their own weight. We also previously had to have customers assigned to a specific employee and the software allows us to be more collaborative in our customer service efforts.
Professionalization and digitalization of customer support
What do you like best about the product?
My 3 favorite features: reporting - gamification - SLAs
Gamification is a feature that is very popular within the team and motivates everyone to work more efficiently. The detailed reporting and gamification features of Freshdesk allow agents to measure and track their support activity but also to control the effectiveness of the system as a whole.
Multichannel support and ease of use were also decisive in our choice of the solution.
Gamification is a feature that is very popular within the team and motivates everyone to work more efficiently. The detailed reporting and gamification features of Freshdesk allow agents to measure and track their support activity but also to control the effectiveness of the system as a whole.
Multichannel support and ease of use were also decisive in our choice of the solution.
What do you dislike about the product?
- I would like to have more advanced options for the "Customer Satisfaction Survey" section with the possibility to ask at the end of the month if the customer is "overall" satisfied with the service (NPS).
Another point to improve is the explanations of why and how, when a ticket has not been or has been misdirected to an agent.
Another point to improve is the explanations of why and how, when a ticket has not been or has been misdirected to an agent.
What problems is the product solving and how is that benefiting you?
Previously, customer support agents managed incoming tickets (between 95 and 100 tickets per day from financial and administrative functions to commercial and IT) via Outlook or by phone. This outdated system prevented them from integrating these different channels under a single domain. Agents faced recurring customer dissatisfaction due to the lack of follow-up on support requests.
During the Freshdesk testing phase, we were able to leverage the power of the tool and its features by relying on a web portal. This fully customizable portal immediately caught our attention.
Benefits:
A unique tool, a single entry point to manage support across different channels. Agents better track their clients from different departments, providing them with quick responses.
The SLAs deployed using Freshdesk have facilitated their work and increased their productivity. Indeed, they have managed to extend their customer support by 95% by responding more quickly to tickets with the help of these SLAs.
Freshdesk helps Bridgestone agents integrate satisfaction surveys into their conversations with customers to measure their satisfaction.
During the Freshdesk testing phase, we were able to leverage the power of the tool and its features by relying on a web portal. This fully customizable portal immediately caught our attention.
Benefits:
A unique tool, a single entry point to manage support across different channels. Agents better track their clients from different departments, providing them with quick responses.
The SLAs deployed using Freshdesk have facilitated their work and increased their productivity. Indeed, they have managed to extend their customer support by 95% by responding more quickly to tickets with the help of these SLAs.
Freshdesk helps Bridgestone agents integrate satisfaction surveys into their conversations with customers to measure their satisfaction.
Love FreshDesk
What do you like best about the product?
Easy to configure, Easy to use, GUI is great, Many functionnality, good price
What do you dislike about the product?
The "multiple product"/"multiple customer portal" is not easy to understand. I needed a feature like this so this feature is absolutely great and awesome but it took time for me to understand how it really works
What problems is the product solving and how is that benefiting you?
Customer service, Share knowledge between employees (KB article), centralize info, etc...
The greatest Supporting Tool!
What do you like best about the product?
The ease of use, the fact that you can manage all of your client requests, issues and questions in one area. The reporting system is very powerful and allows us to make informative decisions based on that data.
What do you dislike about the product?
I wish the support could be a little better, I experienced a issue where they shut down access to our portal because we missed a payment. Our AP clerk was on PTO, therefore she was not receiving the emails. However if they had reached out to me, since I am the main account user I would have pushed it to the right person to get it processed.
What problems is the product solving and how is that benefiting you?
It has helped us manage client questions in a more productive and organized manner. We are able to provide knowledge based videos and guides to help our clients serve their needs.
Simple and easy!
What do you like best about the product?
I like how I can search through tickets using emails / name (requester) / Ticket number. It helps me comb through the tickets easily if I need to make certain tickets a higher priority. I also like the bulk action button which assists with multiple tickets that are redundant.
What do you dislike about the product?
I wish there would be more than 3 searches at a time for requesters so I can search all of them at once.
What problems is the product solving and how is that benefiting you?
I send in any requests for updates that are needed to be done for a location. I send out these request for our fulfillment team and make sure that I also let the client know that the task has been completed.
Freshdesk is awesome
What do you like best about the product?
I like Freshdesk support team, they are professional and their service is awesome. I know some of their names, and no matter I sign the contract yet or not, their attitude is still the same, very enthusiastic.
And they always recognize me even I or my colleagues approach them from serveral email accounts, they still know them all come from our company.
And they always recognize me even I or my colleagues approach them from serveral email accounts, they still know them all come from our company.
What do you dislike about the product?
I hope that I can see you guys from some TVC videos in future.
What problems is the product solving and how is that benefiting you?
We use Freshdesk service to integrate with our corporate management system. I like their reports, it's so helpful that I can check out all important index to improve our customer services.
Freshdesk is just what our customer support was missing!
What do you like best about the product?
We only use Freshdesk to manage emails, but for that type of use Freshdesk is easy to use and it really doesn't take long to get used to it. It offers a great overview of all active tickets and the customizability and automation it offers is really useful.
Their support is also top notch - incredibly responsive and helpful.
Their support is also top notch - incredibly responsive and helpful.
What do you dislike about the product?
There is really nothing I can think of that would bother us. Maybe the search function could use some improvement, as it is sometimes a bit hard to find what you are looking for. But that is just compared to Gmail search anyway, which is probably not really fair when there Google standing behind it.
What problems is the product solving and how is that benefiting you?
Providing customer support to our customers and representatives regarding our software and hardware products.
Quick and easy to use
What do you like best about the product?
Freshdesk is simple to use and even contains a few advanced features not found in more expensive help desk solutions.
What do you dislike about the product?
Sometimes the notification from my iPhone does not work as I expected. Maybe it is a problem from my iPhone/ internet connection / or maybe the problem is from FreshDesk. This is a very important feature for us to get a notification in real time because we want to solve our user's problem immediately.
What problems is the product solving and how is that benefiting you?
We communicate with our customers very easy
We are responding to our customers also from mobile phones
We are using also our help desk feature and our customers do not contact us anymore because they find already the answers there.
We are responding to our customers also from mobile phones
We are using also our help desk feature and our customers do not contact us anymore because they find already the answers there.
Intuitive to use and easy to self-manage.
What do you like best about the product?
Intuitive to use and easy to self-manage.
What do you dislike about the product?
Not much. It does exactly what I need. Recommendation - Allow for easier import/export of the data base.
What problems is the product solving and how is that benefiting you?
Helps create a customer friendly face for the company. Enable us to move away from an email-based system to a tool based.
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