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
100 to 500 per week