Freshdesk vs Kustomer

• A built-in phone system that clients use to reach our agents
• Integration with Facebook and other social media apps that help us keep an eye to what is happening around the world.
• The support portal is a one-stop destination where customers find answers and reach out for help.
• The gamification mechanics turns the monotonous customer support job into an enjoyable and fun activity for agents.

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• All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open.
• The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question.
• We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date.

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• Reporting is a bit awkward sometimes, but you can level up for better reporting
• The client onboarding to get them user accounts isn't always clearly defined
• There are a lot of features many we didn't use, would have been nice to have more granular control over that to adjust our pricing

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• Small chat window--maybe the ability to chat in real-time with the person who received your ticket would help.
• Different teams could have differently colored notes.
• The notification bell could be a bit bigger. It's hard to keep track sometimes, when a lot of notes pile on.

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• One positive impact it has had was that it has helped productivity from the IT user standpoint, since it's been easy to use/intuitive, and there is not really a need to consult the documentation.
• Another positive impact is that it has helped with the organization of requests, since there is one central place for all user requests to be submitted to, and each IT technician can work on individual requests and keep track of those requests, in an organized manner.
• The negative it has had is it doesn't do as much as some other helpdesk systems on the market today, meaning things like asset tracking, inventorying, etc. This is still not a complete service desk solution, so organizations may have to run multiple programs if they are looking for additional features.

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• We’re getting so much positive feedback — which is not something you traditionally associate with a customer care team — because we’re making it effortless for customers to deliver both positive and negative feedback, and we can now resolve the bad feedback really really quickly.
• Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact.

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