Used to Be Great, Now Just Ok
July 13, 2022
Used to Be Great, Now Just Ok
Score 6 out of 10
Vetted Review
Verified User
Software Version
Estate
Overall Satisfaction with Freshdesk
We use the Freshworks suite - Freshdesk, caller, and chat. Having all three products natively integrated is a big plus and the initial setup was very simple, especially if you have easy access to your email service. Their service center/knowledge base is not great from a customization perspective. It's an excellent product for a newer business, but without heavy development work, your help center is going to look pretty amateur. All of our customer service issues run through Freshdesk.
- Tagging and categorizing issues
- Set up
- Issue tracking
- Integrations
- Knowledge base customization is poor
- Reporting is poor - expect to export data if you want any degree of real analysis
- Customer service has gone through the floor in the past 18 months. Constant turnover and automated responses
- Automations have driven down ticket assignment time
- Automated responses have driven up FCR for common questions
Freshdesk does help us serve customers quickly via canned responses, automation, automatic ticket routing, and tagging. Fast service via Freshdesk (email) satisfies 90% of customers over the phone support, and I do not think we could have gone full email support without a platform like Freshdesk.
I would switch to WixAnswers in a heartbeat. I would recommend them over Freshdesk every time and plan to transition to WixAnswers later this year. More customizable KB, an actual internal KB, and lower cost. I would heavily recommend you demo both so you can experience the difference, not just in the software, but in their service. Massive difference.
Do you think Freshdesk delivers good value for the price?
Yes
Are you happy with Freshdesk's feature set?
Yes
Did Freshdesk live up to sales and marketing promises?
No
Did implementation of Freshdesk go as expected?
Yes
Would you buy Freshdesk again?
No