Likelihood to Recommend 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
Read full review The training videos are a great tool for someone new to the system, and lines up really well with the ease of use that the system demonstrates overall - my team all watched these over the course of a week and became fairly proficient in using the system before we had it rolled out. Previously systems i have used haven't allowed for the extraction of financials in enough detail from the system. Vincere allows us to break our data down by contingent and retained, then by stage in order to truly see our pipeline in detail.
Read full review Pros 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. Read full review Pipeline management: the system gives a $ value for every part of the recruiting pipeline so I can accurately forecast what revenue is coming in. I've never seen this in a recruitment CRM, I believe it's quite a unique feature. Price: although pricing was not the #1 criteria for me when I am choosing software, we are saving big with Vincere. I am paying $39/licence each month. This is a saving of 70% on our previous vendor yet the quality of the system is much better. Search: this is probably the feature that our consultants appreciate most. The advanced search allows you to search contextually across everything in the system and really refine and drill down into the nitty gritty. Read full review Cons 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 While Vincere has spell check correcting keyboard, spelling and grammatical errors is more difficult than it should be. This is somewhat mitigated by ongoing development in other areas. Vincere invoicing systems could be improved. This is not a huge problem if you don't have multiple accounts with parent company access group but we do and this can be confusing at times. Not a deal breaker by any standards so more a general comment than a complaint. Read full review Likelihood to Renew 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
Read full review We just implemented Vincere and the chance of changing to a different soon is limited
Read full review Usability 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!
Read full review Great candidate management. A UI that could do with further visual development. Easy to use functions and great support from the Vincere team. Slightly clunky process for making a placement. Great candidate pics and star ratings. Overall easy of use that drives good adoption from my team
Read full review Reliability and Availability 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.
Read full review Performance 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.
Read full review Support Rating 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.
Read full review Our Implementation Consultant Alan is super helpful 10/10 recommend!! If I have a question he gets in contact super fast. If he does not have an answer right away he talks to other departments and gets back in thouch within 48 hours. He was definitely the most helpful person out of everyone we talked to
Read full review In-Person Training 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.
Read full review Online Training 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.
Read full review Implementation Rating 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"
Read full review Alternatives Considered 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.
Read full review I selected Vincere as it offered everything (on paper and in the demo) that Bullhorn did for half the price (the market leader at the time). I should have realised not every deal is a deal. The product from month one displayed performance issues with the speed of the product they remain and have been constantly a point of complaint from my team, we had multiple bugs from day one, these bugs remain now or have been replaced with other bugs. The demo, the literature all claimed one thing and we received another. In comparison we have received excellent service from Zoho and their best in breed, rather one product for all approach offers a far more powerful offering for genuinely half the price without the need for us to spend further money on 3rd party products because those built into Vincere did not work as advertised.
Read full review Contract Terms and Pricing Model 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.
Read full review Scalability 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.
Read full review Return on Investment 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. Read full review Accountability: Vincere has helped us shift the way we manage consultants. Everyone can see what they've done inside Vincere, the system is quite transparent so even your junior consultants can see where they need to pick things up. ROI was fast for us. You move from an old system to a modern platform like Vincere and it's like turning on the lights. Just having the mobile app was a revelation to us! Then you add on the dashboards, the LinkedIn integration, the constant upgrades. Analytics: we used to track everything on Excel and whiteboards. We've since shifted that to the automated reporting inside Vincere. Read full review ScreenShots