Freshdesk (a product of Freshworks Inc.) is a customer service solution with enterprise capability. Freshdesk unifies channels, conversations, AI capabilities, customer insights, and advanced ticketing into the Freshdesk Command Center so agents are ready to resolve. With Freddy, People-first AI, customer service teams can take AI agents live in minutes to fully resolve complex and simple queries, get response and resolution assistance from AI copilot, and stay ahead with AI insights.…
$18
per month per user
kvCORE
Score 6.9 out of 10
N/A
The kvCORE platform is described by the vendor, Inside Real Estate in Draper, as a next-gen solution for modern brokerages and enterprises to run their entire business on one platform.
I believe Freshdesk is well-suited for companies that manage multiple accounts, such as those in the Business Process Outsourcing industry. It has all the necessary capabilities, such as ticket management that uses omnichannel to receive ticket requests from service requests (managed internally) in the system, emails, etc. There are also several workflow automations that can be built within the platform/system. What is lacking is the API documentation, which limits the possibilities for further automations. Overall, it is a highly recommended tool for managing employee productivity and timeliness.
I think if you have a very large brokerage and can afford to pay for a fully customized set up then it may be worthwhile. I would make sure you have a dedicated support team, not an account manager. In my opinion, the account managers are worthless and will not respond most of the time. We are on our second account manager in 9 months of using the system and cannot get in touch with him. In my experience, the account managers have no knowledge of how the system works or how anyone in real estate would want it to work. Obviously, I can only say this for the two managers we have had so far. I would steer clear of this system unless you want to spend a few thousand a month for a system that, I feel, will impede your business rather than improve it.
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.
It sends unwanted canned responses to potential clients that you haven't approved. You must figure out how to use it to make them stop. This was day 1.
If you like to learn using many many different videos to learn a product, then this maybe for you.
Their support is good, but wait times can be long. They want you to use their chat, but then when you ask your question, it can be a several hour wait time between responses. The people are nice and resolve your issue. But I think chat is for quick back and forth communication, not something with a long delay. Also, you can only really do it effectively on your computer, not on your phone.
It's proving very tough to track leads from campaigns we are running ourselves. If your website converts a lead, it really just gives you the website source, and even that only some of the time. It would be great to create custom sources and have kvCORE track that traffic and lead via some sort of UTM tag or URL parameter.
Some of the load times aren't great. When I load up my database, it takes a while to actually display. Also, when a lead is claimed in a pond, you have to refresh to be able to contact them. Then once you add a campaign, you have to refresh again to see the tasks that fire. This is a bit clunky.
The app is great, but there is still some limited functionality. It would be great to access and claim leads from a pond on the mobile app. Also if you could get push notifications when new leads are added. Our time to lead sucks, and that's because kvCORE doesn't alert you super quickly.
New support agents can learn the system quickly, minimizing training time and maximizing productivity from day one. Agents are more willing to use a system that is simple, reducing resistance to change and ensuring all interactions are logged (a common problem with complex systems). The platform is known for being easy to set up and customize, allowing teams (especially smaller ones) to get started with minimal technical expertise.The platform makes it easy to set and monitor Service Level Agreements (SLAs), ensuring customers get timely responses and helping managers enforce performance standards.
Freshdesk is extremely easy to use as implemented it on our own with average technical skills. A lot of the options are straightforward and Freshdesk provides easy-to-understand explanations for some of the more complex-sounding ones. We recently onboarded new specialists and they were able to learn Freshdesk with minimal training.
It doesn't deserve a zero because you can access contacts and get reminders to contact them. In my experience, you can not use the system for proper communication with both prospects and their spouses.
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.
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.
Because I never worked with a company that responds so quickly to their customer! They are always fast at responding and very open to new ideas and quickly turning them around to include them in future releases. They walk us through when we need assistance and are very good at communicating. Overall top notch support
I love kvCORE's support. Having the little chat feature in the bottom right of my screen the whole time I'm working takes away any stress or worry about using it. When I first started using it, I learned its features by clicking and trying things, and more than once I had to go into the chat support and ask how to undo or fix what I had done. I don't think I've ever waited more than 5 minutes to get a reply back and it being almost instant and right there on my screen allowed me to continue working and know immediately when my question had been answered.
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.
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.
Was a fairly quick implementation for us. However, we are only doing email integration and not some of the more complex integrations that are possible. One clarification on an earlier question. I selected that Freshdesk doesn't have a given feature, but this is not true. I selected this because there wasn't a selection for I don't use the feature. This is a weakness in the survey.
Compared to Crisp, Freshdesk offers much more organization and is just much more helpful when it comes to having more than one region/team. Not that Crisp is bad, but with Freshdesk, internal communication and collaboration are much easier, which was quite important for our team to grow.
Konversion and BoomTown are the only two I have used. Both have their things to recommend. Since I used Konversion, using kvCORE was simpler and I was able to upload my contacts seamlessly. This made adopting a new system easier and less likely to have a gap in contacting customers.
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.
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.
