Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshdesk
Score 8.6 out of 10
N/A
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
$0
Up to 10 agents per user
Verint Messaging
Score 7.8 out of 10
Mid-Size Companies (51-1,000 employees)
Verint Messaging (formerly Conversocial) is a social customer service software that enables companies to engage in large volumes of social media conversations with their customers. The cloud-based software combines intelligent prioritization with team management workflows to enable companies to quickly and efficiently join and create conversations with their customers.N/A
Pricing
FreshdeskVerint Messaging
Editions & Modules
Free
$0
Up to 10 agents
Growth
$15
per month per agent
Pro
$49
per month per agent
Enterprise
$69
per month per agent
No answers on this topic
Offerings
Pricing Offerings
FreshdeskVerint Messaging
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
FreshdeskVerint Messaging
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
FreshdeskVerint Messaging
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshdesk
8.4
145 Ratings
6% above category average
Verint Messaging
-
Ratings
Organize and prioritize service tickets8.7141 Ratings00 Ratings
Expert directory8.195 Ratings00 Ratings
Subscription-based notifications8.43 Ratings00 Ratings
ITSM collaboration and documentation7.64 Ratings00 Ratings
Ticket creation and submission8.8142 Ratings00 Ratings
Ticket response8.7142 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Freshdesk
8.3
130 Ratings
7% above category average
Verint Messaging
-
Ratings
External knowledge base8.4116 Ratings00 Ratings
Internal knowledge base8.3120 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Freshdesk
8.3
138 Ratings
8% above category average
Verint Messaging
-
Ratings
Customer portal8.2116 Ratings00 Ratings
IVR8.143 Ratings00 Ratings
Social integration8.572 Ratings00 Ratings
Email support8.7138 Ratings00 Ratings
Help Desk CRM integration8.284 Ratings00 Ratings
Best Alternatives
FreshdeskVerint Messaging
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Simplify360
Simplify360
Score 7.8 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
Conversica
Conversica
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshdeskVerint Messaging
Likelihood to Recommend
8.7
(213 ratings)
8.2
(11 ratings)
Likelihood to Renew
9.8
(14 ratings)
9.1
(6 ratings)
Usability
8.9
(36 ratings)
8.2
(5 ratings)
Availability
9.1
(4 ratings)
8.7
(2 ratings)
Performance
8.5
(4 ratings)
8.5
(2 ratings)
Support Rating
8.7
(34 ratings)
8.2
(5 ratings)
In-Person Training
8.2
(1 ratings)
9.1
(1 ratings)
Online Training
7.9
(2 ratings)
9.1
(3 ratings)
Implementation Rating
8.4
(142 ratings)
9.1
(3 ratings)
Configurability
8.5
(3 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
9.1
(3 ratings)
-
(0 ratings)
Ease of integration
8.8
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(4 ratings)
-
(0 ratings)
Vendor post-sale
8.0
(2 ratings)
-
(0 ratings)
Vendor pre-sale
7.8
(2 ratings)
-
(0 ratings)
User Testimonials
FreshdeskVerint Messaging
Likelihood to Recommend
Freshworks Inc
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
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Verint
From experience, you may ask the Conversocial team to make recommendations on licenses for larger vs. smaller social customer service teams. The need for support and the amount of usage you may get from the tool's robust offering may differ as a result of those precedents. The tool is adaptable in both scenarios it would seem.
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Pros
Freshworks Inc
  • 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.
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Verint
  • Previous conversations: This is one of the main reasons why I personally love Conversocial over Hootsuite and other social media engagement tools. Conversocial pulls in all previous interactions we've had with community members and it helps us identify if we've already addressed their problem, if they are a detractor/advocate, and so much more. With other engagement tools, it's frustrating as a community member may repost the same thing over and over again, but at different time periods. If you're unable to see what someone has said in the past, we may waste our time replying to the same thing multiple times, or we also risk responding with the same general advice, when we could try a different approach.
  • Tags and filters: Conversocials use of tags and filters are extremely simple to use. They have shortcuts which help you easily assign a tag to an item and then you can easily pull up each of those tags within Conversocial itself or your can open up an external report. If my team is in a hurry and wants to quickly see a certain tag, we can use the filter option and within seconds we have all the information we need.
  • Simple shortcuts: Conversocial has several shortcuts that save my team a lot of time. One single button on my keyboard can apply sentiment and archive something so it's out of my way. I can also use shortcuts to apply a tag, assign an item, and do other tasks. It may seem like a small benefit but each second saved really adds up throughout each day and week.
  • Communication: As we know, technology has issues and every tech issue Conversocial has experiences has been handled extremely well. I've never encountered any issues contacting Conversocial, we're always notified when they are working on a solution and once the problem has been fixed. We also receive random pop-ups within Conversocial to notify us of known issues before our team experiences them, and when there is a new feature that we should be aware of. Their communication is always on point and it's great to know that we can always rely on them.
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Cons
Freshworks Inc
  • 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).
Read full review
Verint
  • I would like to see an improvement in the reporting dashboard which is something I mentioned to Josh (the CEO) on a call back in April. He said that it is something they are working on but to remember that this is truly a customer service social media platform so some of the features that I would like to see may not fit well with the users of the product.
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Likelihood to Renew
Freshworks Inc
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
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Verint
The only two reasons we would not continue using Conversocial are it's lack of comprehensive analytics and its lack of Radian6's categorization tools. Tags make up for the categorization pretty well, however, and we're considering switching everything over to this now that we've tested tags for a couple months within Conversocial. (I previously wrote that Conversocial lacks support for some social channels like Instagram, LinkedIn, and YouTube, but they have now added Instagram and YouTube.)
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Usability
Freshworks Inc
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!
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Verint
Because of the number of features it offers and the manner in which they're presented. I've explored a number of other tools that just don't do it as well. When sorting through and responding to hundreds of social media messages each day, the number of clicks it takes to do something really matters. Conversocial does a great job of minimizing clicks and presenting the data we need without having to click to find it
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Reliability and Availability
Freshworks Inc
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.
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Verint
Downtime is very rare, and the occasional occurrences are typically a problem with Twitter or FB API.
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Performance
Freshworks Inc
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.
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Verint
Extremely fast, practically in real time.
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Support Rating
Freshworks Inc
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.
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Verint
Our account rep at Conversocial has set up a call with me every two weeks to check in, talk about new features, or answer questions. I know I can email or call her for help anytime. Their support team also responds quickly.
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In-Person Training
Freshworks Inc
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.
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Verint
Comprehensive training in all aspects of the software and general usages (including social media) for both agents and managers. Simulation workshops really made the live deployment process very smooth.
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Online Training
Freshworks Inc
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.
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Verint
Outstanding & comprehensive training both on-line and instructor-led. Another crucial differentiator from competitors in our eyes.
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Implementation Rating
Freshworks Inc
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"
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Verint
Without any tech requirement on our end, this was an extraordinarily easy implementation to run, compared to other platforms like live chat or email.
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Alternatives Considered
Freshworks Inc
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.
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Verint
Early on we did comparisons with Hootsuite and later with Adobe. While they have similarities, the difference at the time and likely currently, was the personal interest and general accessibility of Conversocial's platform and people. The combination of an effective CRM solution and a team that was readily available to help proved to be the winning formula for our business.
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Contract Terms and Pricing Model
Freshworks Inc
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.
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Verint
No answers on this topic
Scalability
Freshworks Inc
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.
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Verint
No answers on this topic
Return on Investment
Freshworks Inc
  • 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.
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Verint
  • One of the biggest benefits we are seeing is that we have reduced the number of post-holiday complaints coming into head office. Since we are responding to issues and concerns as they arise, we can impact overall customer satisfaction.
  • The efficiencies gained from using a centralized platform for managing the response process has enabled us to reduce our team by 50%.
  • We can track that we are responding to a fan's first message within 30 minutes.
  • We can track the number of messages each user engages with.
  • We can see the most effective times of day to post and reply.
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ScreenShots

Verint Messaging Screenshots

Screenshot of Powers consistent experiences across different messaging platforms, in multiple languages, through a seamless blend of bots and human agentsScreenshot of Verint Messaging offers the real-time and historical analytics necessary for the most demanding modern contact centers, with insights and reporting of the performance of humans and botsScreenshot of Agents can move across interaction types as “Conversations” without losing context, such as during bot-to-human agent handoversScreenshot of In addition to topical insights like emergent phrases mentioned and tags being assigned to conversations, the engagement dashboard provides high-level views of how the business is performing overallScreenshot of An overview of the business value of Verint MessagingScreenshot of At the broadest level, the Verint Messaging dashboard includes an overall and per channel view of real-time messaging volume, and other KPIs