What users are saying about
Top Rated
259 Ratings
Top Rated
259 Ratings
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Score 8.4 out of 100
15 Ratings
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Score 8.2 out of 100

Feature Set Ratings

    Incident and problem management

    8.7

    Freshdesk

    87%

    Verint Messaging

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 6/6 features

    Organize and prioritize service tickets

    9.0
    90%
    4 Ratings
    N/A
    0 Ratings

    Expert directory

    8.4
    84%
    3 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    8.4
    84%
    3 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    7.6
    76%
    4 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    9.3
    93%
    4 Ratings
    N/A
    0 Ratings

    Ticket response

    9.7
    97%
    3 Ratings
    N/A
    0 Ratings

    Self Help Community

    8.3

    Freshdesk

    83%

    Verint Messaging

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 2/2 features

    External knowledge base

    8.7
    87%
    3 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    7.9
    79%
    4 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    7.4

    Freshdesk

    74%

    Verint Messaging

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 5/5 features

    Customer portal

    8.4
    84%
    3 Ratings
    N/A
    0 Ratings

    IVR

    3.0
    30%
    1 Rating
    N/A
    0 Ratings

    Social integration

    7.6
    76%
    2 Ratings
    N/A
    0 Ratings

    Email support

    9.8
    98%
    4 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    8.3
    83%
    4 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Freshdesk is rated higher in 4 areas: Likelihood to Renew, Usability, Support Rating, Implementation Rating
    • Verint Messaging (former Conversocial) is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    8.1

    Freshdesk

    81%
    70 Ratings
    8.2

    Verint Messaging

    82%
    11 Ratings

    Likelihood to Renew

    10.0

    Freshdesk

    100%
    4 Ratings
    9.1

    Verint Messaging

    91%
    6 Ratings

    Usability

    8.4

    Freshdesk

    84%
    22 Ratings
    8.2

    Verint Messaging

    82%
    5 Ratings

    Availability

    Freshdesk

    N/A
    0 Ratings
    8.7

    Verint Messaging

    87%
    4 Ratings

    Performance

    Freshdesk

    N/A
    0 Ratings
    8.5

    Verint Messaging

    85%
    4 Ratings

    Support Rating

    8.5

    Freshdesk

    85%
    25 Ratings
    8.2

    Verint Messaging

    82%
    9 Ratings

    In-Person Training

    Freshdesk

    N/A
    0 Ratings
    9.1

    Verint Messaging

    91%
    1 Rating

    Online Training

    Freshdesk

    N/A
    0 Ratings
    9.1

    Verint Messaging

    91%
    3 Ratings

    Implementation Rating

    10.0

    Freshdesk

    100%
    2 Ratings
    9.1

    Verint Messaging

    91%
    6 Ratings

    Likelihood to Recommend

    Freshdesk

    It is well suited for a company who needs to provide an enhanced service desk ticketing system. They are scalable to accomodate from small to large scale businesses. Also their product is ready to use right away with very little customizing. There are many integrations that are apart of the system and compliment well
    Anonymous | TrustRadius Reviewer

    Verint Messaging

    From experience, you may ask the Conversocial team to make recommendations on licenses for larger vs. smaller social customer service teams. The need for support and the amount of usage you may get from the tool's robust offering may differ as a result of those precedents. The tool is adaptable in both scenarios it would seem.
    Conway Stone | TrustRadius Reviewer

    Pros

    Freshdesk

    • Freshdesk has enough options to deal with the engagement operations that are collected through the chosen channels. For example, it is easy to compare through analytics tables the engagement achieved in certain social networks and then create commercial strategies in the networks with the best results.
    • Freshdesk has a very high level of interoperability with customer relationship management platforms, so that through its API it is possible to incorporate sales functions or work with customers, so that the management is a little apart from technical assistance without problems.
    • It is easy to save the information of each problem that is solved for the buyers of our products, and in case we communicate with them again, the data stored on these interactions are accessible to review their history, and thus better orientate the type of solutions that can or cannot be offered to them.
    Maria Wiley | TrustRadius Reviewer

    Verint Messaging

    • Previous conversations: This is one of the main reasons why I personally love Conversocial over Hootsuite and other social media engagement tools. Conversocial pulls in all previous interactions we've had with community members and it helps us identify if we've already addressed their problem, if they are a detractor/advocate, and so much more. With other engagement tools, it's frustrating as a community member may repost the same thing over and over again, but at different time periods. If you're unable to see what someone has said in the past, we may waste our time replying to the same thing multiple times, or we also risk responding with the same general advice, when we could try a different approach.
    • Tags and filters: Conversocials use of tags and filters are extremely simple to use. They have shortcuts which help you easily assign a tag to an item and then you can easily pull up each of those tags within Conversocial itself or your can open up an external report. If my team is in a hurry and wants to quickly see a certain tag, we can use the filter option and within seconds we have all the information we need.
    • Simple shortcuts: Conversocial has several shortcuts that save my team a lot of time. One single button on my keyboard can apply sentiment and archive something so it's out of my way. I can also use shortcuts to apply a tag, assign an item, and do other tasks. It may seem like a small benefit but each second saved really adds up throughout each day and week.
    • Communication: As we know, technology has issues and every tech issue Conversocial has experiences has been handled extremely well. I've never encountered any issues contacting Conversocial, we're always notified when they are working on a solution and once the problem has been fixed. We also receive random pop-ups within Conversocial to notify us of known issues before our team experiences them, and when there is a new feature that we should be aware of. Their communication is always on point and it's great to know that we can always rely on them.
    Amy Ortega | TrustRadius Reviewer

    Cons

    Freshdesk

    • 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
    John Reitz | TrustRadius Reviewer

    Verint Messaging

    • I would like to see an improvement in the reporting dashboard which is something I mentioned to Josh (the CEO) on a call back in April. He said that it is something they are working on but to remember that this is truly a customer service social media platform so some of the features that I would like to see may not fit well with the users of the product.
    Kellen McAvoy | TrustRadius Reviewer

    Pricing Details

    Freshdesk

    General

    Free Trial
    Yes
    Free/Freemium Version
    Yes
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    No

    Starting Price

    $15 per month

    Freshdesk Editions & Modules

    Edition
    SproutFree
    Blossom$15.002
    Garden$35.002
    Estate$49.002
    Forest$99.002
    Estate Omnichannel$79.002
    Forest Omnichannel$139.002
    1. none
    2. Per Agent/Per Month (billed annually)
    Additional Pricing Details
    Starts at $0 for unlimited agents with the Sprout plan. Higher plans at $19.00, $45.00, $69.00 and $125.00 if billed monthly. The 21-day free trial covers all features at the Estate plan.

    Verint Messaging

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    Optional

    Starting Price

    Verint Messaging Editions & Modules

    Additional Pricing Details

    Likelihood to Renew

    Freshdesk

    Freshdesk 10.0
    Based on 4 answers
    Freshdesk is feature rich and easy to use. The setup is intuitive and can integrate with Google, so we do not need to create accounts for new employees. The first time an employee needs to create a ticket they login with their Google account and the Freshdesk account is automatically generated
    Jeffery Albertson | TrustRadius Reviewer

    Verint Messaging

    Verint Messaging 9.1
    Based on 6 answers
    The only two reasons we would not continue using Conversocial are it's lack of comprehensive analytics and its lack of Radian6's categorization tools. Tags make up for the categorization pretty well, however, and we're considering switching everything over to this now that we've tested tags for a couple months within Conversocial. (I previously wrote that Conversocial lacks support for some social channels like Instagram, LinkedIn, and YouTube, but they have now added Instagram and YouTube.)
    Nolan Perry | TrustRadius Reviewer

    Usability

    Freshdesk

    Freshdesk 8.4
    Based on 22 answers
    Freshdesk equips the sales team with the most enhanced communication capabilities and features that are responsible for delivering high level of customer support. Freshdesk has multiple-channel support that enables the customer care agents to broaden their reach and streamline ticket delivery. It is designed to provide maximum collaboration to internal teams giving them options to split a ticket into smaller tickets.
    Elizabeth Cassidy | TrustRadius Reviewer

    Verint Messaging

    Verint Messaging 8.2
    Based on 5 answers
    Because of the number of features it offers and the manner in which they're presented. I've explored a number of other tools that just don't do it as well. When sorting through and responding to hundreds of social media messages each day, the number of clicks it takes to do something really matters. Conversocial does a great job of minimizing clicks and presenting the data we need without having to click to find it
    Nolan Perry | TrustRadius Reviewer

    Reliability and Availability

    Freshdesk

    No score
    No answers yet
    No answers on this topic

    Verint Messaging

    Verint Messaging 8.7
    Based on 4 answers
    Downtime is very rare, and the occasional occurrences are typically a problem with Twitter or FB API.
    Andrey Grigoryev | TrustRadius Reviewer

    Performance

    Freshdesk

    No score
    No answers yet
    No answers on this topic

    Verint Messaging

    Verint Messaging 8.5
    Based on 4 answers
    Extremely fast, practically in real time.
    David Tull | TrustRadius Reviewer

    Support Rating

    Freshdesk

    Freshdesk 8.5
    Based on 25 answers
    Support has been good the few times we have needed it, but most of our issues have been easily resolved by using the support documentation. We used guides starting out getting everything ready for the first use and it was smooth sailing. For contacting the support team, responses have been quick and accurate.
    Anonymous | TrustRadius Reviewer

    Verint Messaging

    Verint Messaging 8.2
    Based on 9 answers
    Our account rep at Conversocial has set up a call with me every two weeks to check in, talk about new features, or answer questions. I know I can email or call her for help anytime. Their support team also responds quickly.
    Nolan Perry | TrustRadius Reviewer

    In-Person Training

    Freshdesk

    No score
    No answers yet
    No answers on this topic

    Verint Messaging

    Verint Messaging 9.1
    Based on 1 answer
    Comprehensive training in all aspects of the software and general usages (including social media) for both agents and managers. Simulation workshops really made the live deployment process very smooth.
    Andrey Grigoryev | TrustRadius Reviewer

    Online Training

    Freshdesk

    No score
    No answers yet
    No answers on this topic

    Verint Messaging

    Verint Messaging 9.1
    Based on 3 answers
    Outstanding & comprehensive training both on-line and instructor-led. Another crucial differentiator from competitors in our eyes.
    Andrey Grigoryev | TrustRadius Reviewer

    Implementation Rating

    Freshdesk

    Freshdesk 10.0
    Based on 2 answers
    No, it is easy to do
    Victor Vũ | TrustRadius Reviewer

    Verint Messaging

    Verint Messaging 9.1
    Based on 6 answers
    Without any tech requirement on our end, this was an extraordinarily easy implementation to run, compared to other platforms like live chat or email.
    David Tull | TrustRadius Reviewer

    Alternatives Considered

    Freshdesk

    ManageEngine was our first customer support ticketing system we implemented (instead of using a massive Excel file) - it vastly improved our ability to engage with customers, but we quickly outgrew it's feature-set and needing a solution that would continue to grow with us. Salesforce was difficult at best during our time using it - felt like we were told of the amazing things it could do, and upon purchase were sent a bunch of building blocks that we were expected to build ourselves - between Salesforce costs and third-party programming to get it to do what we needed to, Salesforce was not around for long (the 7% year after year increases were also a deal breaker).We picked Freshdesk because it offered a modern solution for a price that we were very happy with. We did compare it to Zendesk, but at the time of purchase several years ago, we were hearing better reviews of a relative new system of Freshdesk, so went with them. So far it has been a good investment, minus the occasional hiccups and quality of life issues.
    Anonymous | TrustRadius Reviewer

    Verint Messaging

    Early on we did comparisons with Hootsuite and later with Adobe. While they have similarities, the difference at the time and likely currently, was the personal interest and general accessibility of Conversocial's platform and people. The combination of an effective CRM solution and a team that was readily available to help proved to be the winning formula for our business.
    Conway Stone | TrustRadius Reviewer

    Return on Investment

    Freshdesk

    • The value provided by Freshdesk is better than the competitors we considered when looking at cost vs features
    • We migrated to Freshdesk from another similar platform and found that the UX/UI was easier to navigate and required less clicks to close out a support request, these clicks add up over time and allowed us to process more tickets in a given day without growing out team.
    Anonymous | TrustRadius Reviewer

    Verint Messaging

    • One of the biggest benefits we are seeing is that we have reduced the number of post-holiday complaints coming into head office. Since we are responding to issues and concerns as they arise, we can impact overall customer satisfaction.
    • The efficiencies gained from using a centralized platform for managing the response process has enabled us to reduce our team by 50%.
    • We can track that we are responding to a fan's first message within 30 minutes.
    • We can track the number of messages each user engages with.
    • We can see the most effective times of day to post and reply.
    Lauren Stewart | TrustRadius Reviewer

    Screenshots

    Verint Messaging

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