Simple, easy to use CRM for emerging businesses
April 25, 2021

Simple, easy to use CRM for emerging businesses

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Software Version

Other

Overall Satisfaction with Freshdesk

Freshdesk was previously used within our company as our CRM, external email software, and to create tickets between teams. Although primarily used by our client-facing functions, most teams within the business have some day to day use of Freshdesk. We have since moved on to to use Salesforce for these functions.
  • Very user friendly.
  • Easy logical flow.
  • We experienced very little technical issues.
  • There is a lot of missing functionality compared to Salesforce.
  • There are very limited reporting functions.
  • Mobile access on the go could be improved.
  • Good option for business only just starting out.
In my opinion, Salesforce offers infinitely more customisation and integration opportunities than Freshdesk. That said, Freshdesk is a more straightforward user-friendly option that may be better suited to teams with less technical backing as its limited customisation opportunities mean it is easier to set up and train staff on in my experience.

Do you think Freshdesk delivers good value for the price?

Not sure

Are you happy with Freshdesk's feature set?

No

Did Freshdesk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Freshdesk go as expected?

I wasn't involved with the implementation phase

Would you buy Freshdesk again?

Yes

Salesforce Lightning Platform (formerly Salesforce App Cloud), LiveChat, Talkdesk
Very straightforward to use, although this is in part due to the lack of features. It can sometimes be difficult to follow up on issues as there is little functionality to link cases within Freshdesk. It is generally a very user-friendly interface that is easy to train employees up on.
Over the period we used Freshdesk we did not experience any major issues with it, so there was no need for us to reach out for support!
If you are a small company looking to start out with a basic CRM then I think Freshdesk is a really great user-friendly option. However, if you require more functions such as productivity reporting of agents and the ability to integrate other software within your CRM then I believe there are better options out there.