Contactability vs. Freshdesk

Contactability is really good for teams that are trying to branch out to an untapped market space. Especially those that are trying to disrupt the health insurance scene. This helps them get their foot in the door in the area and their name out in the community. The customer service representatives could be more responsive.

Incentivized

Using a collection of Skill Based Ticket Assignment, Ticket Allocation, and alerts, we’ve been able to bring our average resolution time to under half our previous time. This is done by making sure the right tickets get to the right agents, and by ensuring agents are followed up on to ensure they do not forget deadlines on tickets in their queue. Furthermore, tickets which would be open for weeks due to lack of a client response are now closed automatically following a prompt email to the end-user

Incentivized

• The software reporting system is really clean and works well and they are good at sending you leads.
• Their customer service is also willing to work with you and they really tried to help me improve our ROI.
• Since using Contactability our workflow is changing. We now only pick up the phone when someone is interested in our services. The prescreening is all handled and we have control over the flow, what is said. Even when we're out of the office we can log in from anywhere and see what's happening with our leads and those missed calls get scheduled for us automatically.

Incentivized

• Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
• Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
• There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.

Incentivized

• Call the toll-free customer service number and you are transferred to a blank voicemail, with an electronic repeat of the phone number.
• The software training videos were confusing to non technical users.
• We encountered bugs with the use of Windows 10. Some of the futures were bugged.

Incentivized

• Ticket templates and canned responses should be able to be used interchangeably. We frequently have the same response in both fields.
• The spam filter can be a little too aggressive. We have had issues with tickets being accidentally marked as spam then filtering incorrectly for weeks at a time.
• Freshdesk doesn't quite have the right integrations with our other providers (Vonage, and Avochato, to name a few).

Incentivized

We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking

Incentivized

I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!

Incentivized

I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.

Incentivized

The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.

Incentivized

The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.

Incentivized

In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.

Incentivized

This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.

Incentivized

Not applicable. I have never used a support desk system before and FreshDesk had already been implemented at my company before I joined. I am not involved in financial decisions and I have no opinion on buzzwords like "time to productivity" and "time to value"

Incentivized

Contactability does a pretty decent job as it is very user-friendly and puts us in contact with our prospective clients. What they could improve on that Insightly does well is training and support. This could be due to the size of the company or their prioritization of resources. Overall we enjoyed Contactability better than Insightly.

Incentivized

FreshDesk was the best combination of ease of use and price. While inexpensive, even the lowest tier offered more functionality than the other guys, and the learning curve is almost nonexistent so it's easy to add new agents and get them up to speed quickly instead of having them spend days getting use to the UI.

Incentivized

The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.

Incentivized

The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.

Incentivized

• We got our people to become more open minded in trying new software and exploring options for automation.
• Users got discouraged when the software did not work as it was supposed to and customer service was not there too help.
• Once used correctly, we did have a large increase in the number of new clients that our office handled.

Incentivized

• Freshdesk is certainly better than nothing, or a simple shared inbox
• Freshdesk is frustrating to incorporate social media with
• Freshdesk excels at ticket management
• Freshdesk needs to do more to bring it into alignment with business, rather than 'just' service desk needs.

Incentivized