Freshdesk vs. SteamVR

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.

Incentivized

I wanted to play "Half Life:Alyx" which is the best VR game currently available. I was able to purchase it through steam during a sale, launch it through SteamVR, and stream it to my oculus. This allowed me to use the processing power of my desktop with the mobility of my oculus.

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

• 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

• It's stability is good but could still use some optimizing
• The hub has a variety of tools that look cool but are not explained. A tutorial would be nice
• An app that can be accessed from the Oculus would be good, though I realize that is a long shot

Incentivized

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.

Incentivized

SteamVR is the best platform on the market for VR games, and its integration with the already fantastic Steam marketplace makes it piggyback on a very mature product and highly tuned usability. The low-cost, high-reward offering is impossible to beat at this time. There is also a section that is in the works for VR videos, which, once complete, will add additional welcome functionality to the platform.

Incentivized

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.

Incentivized

Steam on the whole is a very mature platform, so SteamVR had a great head start in that regard. I'm used to how Steam operates and that got me most of the way to understanding and navigating SteamVR right from the start. The thing holding me back from a perfect score is the lack of a simple tutorial for those who are not as familiar with the legacy Steam.

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 system is easy to download, doesn't take much time to boot up, and is built on the tried and true bones of the Steam launcher. That means great memory of what games you've purchased in the past, and which ones you are currently downloading. Playtime metrics as well are tracked, and the SteamVR has a low crash occurrence, assuming your PC was stable to begin with

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

SteamVR is fast to boot up, fast to load games, and fast to recover even if you need to restart for any reason. The navigation within SteamVR is quick and responsive, and sifting through have libraries is smooth and fluid. When connected via virtual desktop to an oculus headset, SteamVR still works great and allows for wireless VR Gaming

Incentivized

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

Incentivized

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.

Incentivized

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.

Incentivized

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.

Incentivized

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.

Incentivized

SteamVR has more volume of games, a variety of games, and quality of games much more advanced than the oculus store. While the SteamVR headset is better than the Oculus, the software (SteamVR) is the better option. Plus, you can utilize your computer storage to hold games instead of being limited by the Oculus internal storage capacity.

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

One person connection is easy to establish and maintain, however we found that multiple people from multiple locations and internet speeds and troubles connecting to s SteamVR social hub. Ultimately we were unsuccessful, however once in a game we had no difficulty connecting to the social hub within it. For some reason, the connection outside of a game was harder to establish

Incentivized

- good customer support

- personal contact

- usage limited to basic product features, individually designed solutions seem unlikely

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

• Vastly increased access to library of the VR games.
• Ability to meet with friends in a virtual space to hang out or then jump into games together
• Ability to utilize the processing power of desktops with relatively low expense of Oculus headset

Incentivized