Dixa vs. Freshdesk

Dixa may be a more cost-effective cash flow program than other programs used in our organization. Dixa does not require us to change our phone number when using the application because it is adaptable to our current number; the Dixa team handles the interface by quickly adding our phone number to their system. Despite the significant additions and updates to Dixa, our company is very pleased with the results obtained so far.

Incentivized

Freshdesk is very easy to implement. This tool is very easy to understand and adapt. Omnichannel capability enables keeping a track of every complaint from different channels, including chat, call, email, and social media. Excellent, customizable self-service portal, and AI-powered deflection tools such as Freddy AI, which help advisors provide proper resolution.

Incentivized

• The text recording of calls has made our life in the office easier since we often miss some requests, which with this feature we can attend to.
• The pre-recorded greeting is a good way to keep the customer waiting to be answered.
• The chatbot feature is perfect for customers with simpler problems to be solved.

Incentivized

• No prior experience with similar platforms is required to use Freshdesk. I found its interface to be quite intuitive, at least for the end user.
• It's easy to connect with other platforms, so you can sync and manage data from other platforms because the integrations work correctly.
• Freshdesk's technical support is quite responsive, with short and effective response times. They have easily handled my questions and issues.
• It has tools for customizing automated chats, answering frequently asked questions before transferring to an agent. Its configuration is extensive and highly customizable.

Incentivized

• I wish it had the option of call transcription so that you don't just have access to the recording.
• We have had some problems when receiving calls, as they are forwarded instantly without allowing us to answer them.
• We have also had problems integrating with social networks, we have not yet been able to integrate them.

Incentivized

• Freshdesk is buggy, full stop. I don't know how many support tickets I submitted related to user login.
• There can be a language barrier with support and sales.
• There were a couple of hours-long outages that significantly impacted my company's customer experience.

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

Support Team's knowledge and understood the company's requirement, and always shared the insight of the usage of the tool to it s full potential, moreover the team checks periodically to check if we using the tool right and if we are facing any kind of challenges. Also they would update us on new features that can make the work easy.

Incentivized

Video tutorials, questions answers round before and after testing and Fresh desk team would always share best practices on the needs. Furthermore would periodically check if we are able to work smoothly. Would send alerts to known any issues, send recommendation on new features. Freshdesk team always available when we need certain advise.

Incentivized

Our team easily implemented Freshdesk, and as soon as we started, we were pros with it. In a matter of days, we had integrated signatures and canned responses. The biggest problem was the Help Center part, but after some time, that was also integrated. We did not know some features when we started, but that is normal.

Incentivized

Value proposition was by far and away the best. Any other system that had the features was much more expensive. The ease of programming made start up cost almost non existent. You have the ability to modify programming easily and do any special projects that invariable need to be accomplished by customer care.

Incentivized

Freshdesk has a more modern and intuitive user interface, while Help Scout's interface is simpler and more minimalist.In case of features, Freshdesk offers a wider range of features, includes omnichannel support, AI powered automations, and advanced analytics. Help Scout is more focused on providing a simple and efficient ticketing system.

Incentivized

I was not very involved with the purchase/contract (my company purchased Fresjdesk before I was brought on), but I will say that pricing per agent made it difficult to grow our support team. Additionally, we were kind of disappointed after our upgrade because it didn't solve our pain points as much as we expected.

Incentivized

My company had Freshdesk agents from support and success. It's generally difficult to customize permissions for different agent "roles." We were a fully distributed company, so "multiple sites" doesn't apply to us. We found Freshdesk features lacking as we grew our customer base, and adding agents wasn't easy because price steeply increases with number of agents.

Incentivized

Very professional, they would always ask for the steps followed and where we went wrong, they would politely share the video recording to review in case any other team member faces the same issue

Incentivized

• We must pay close attention to the regular updates that are released so that their implementation does not become difficult.
• You can be confident that you will achieve the desired results for your users thanks to the platform.

Incentivized

• Increased response times - Client Success maintains at 98% SLA for resolution
• Categorization of feedback and issues - custom ticket fields make it easier for us to review why clients contact us on a high level
• Standardization of internal procedures via templates, canned responses and automations

Incentivized