Freshdesk brings interesting call center options
May 03, 2021

Freshdesk brings interesting call center options

Maria Wiley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Other

Overall Satisfaction with Freshdesk

This customer support engine configuration tool has a design adaptable to technical support services, with management and reporting tools that are very easy to configure. What we like most about Freshdesk is that there are many options to choose from within the channels that the platform allows us to add to our management, and in our case, our favorite of these channels is the customer chat system.
  • 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.
  • Because we can't use any kind of video call execution oriented tools, we are limited to using traditional online communication methods to interact with buyers. This can be a major problem if the customer is not explanatory enough to be able to address their need without a call for visual assistance.
  • Freshdesk is maintained with a role-based work system that offers different levels of accessibility to certain employees, but this does not show enough stability, because those employees constantly have difficulties accessing information or authenticating themselves on the platform.
  • Regarding the configuration of methods for self-service, it is difficult to configure our Freshdesk website to send the activity data of customers, and to know more fully what has been the development of their management, and therefore, the basis of their problems
  • Freshdesk has not directly improved our monetary capabilities, since the software is not geared towards revenue generation, but rather towards improving technical support operations, but it can be said that based on the increase of customers we have dealt with since its use, it has been profitable and the investment has been justified.

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?

Yes

Did implementation of Freshdesk go as expected?

Yes

Would you buy Freshdesk again?

Yes

Implementing the different support functions within Freshdesk is entirely possible thanks to the ease of use of the platform. Its usability and deployment allows us to add various external tools to our management, so working with call centers can become extremely varied. Freshdesk has a list of steps to be performed in order to start working on the platform, which provide enough information to start working with customers in the shortest possible time. It performs constant performance analysis for each support session that is carried out, so that comparisons can be made between current work operations and those carried out at certain times in the past. Has so many integration possibilities that it can be used in conjunction with back-office applications, from which you could count on adding more fields to support tickets, or tagging and saving them in a cloud.
The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
Freshdesk does not meet expectations by requiring such a complicated installation for desktop computers, which makes it suitable mainly if you are going to work from the cloud. Based on that it is feasible that the information of each attendance performed is stored online instead of downloading it. The situation where Freshdesk can be most useful is when you need to constantly review lists of support tickets. As easy as it is to find your way around the platform and organize such lists, there is no problem in needing data quickly. It is recommended to improve the support operations of any type of startup, mainly because its model is much more adaptable to the type of small business that can pay more attention to a specific customer.