Freshdesk great tool to manage customer communication
Use Cases and Deployment Scope
Freshdesk is utilized to manage passenger claims and responses to them. We have been using it as a sort of CRM although there are some limitations. But overall an extremely user friendly product that allows for quite a bit of adaptation to our specific needs.
Pros
- Freshdesk has allowed us to automate our claim process, round robin of tickets automatically to officers, automated responses to customers as well as the ease of setting SLA triggers which also assists with managing ticket timelines and meeting response deadlines without manual intervention.
Cons
- The reporting can do with some improvement, but that may be specific to our use. The reports we are required to generate cannot be done in Freshdesk due to the limited filters, so we often have to utilize our data warehouse to which all our Freshdesk info feeds.
Return on Investment
- One major positive impact Freshdesk has had is improved response times, within the organization on tickets as well as externally with the customer. All the information is stored within the ticket hence various stakeholders can access and respond as needed. The SLA set up also enables up to date tracking of tickets and their deadline dates for response so team members can manage their workload efficiently, and supervisory team has a clear view of officer output and actions.
Alternatives Considered
Qualtrics XM for Customer Frontlines
Other Software Used
Amadeus Altea Suite, Hootsuite
