FRESHDESK WORKS..... GREAT and Outstanding Customer Support!
Updated January 11, 2023
FRESHDESK WORKS..... GREAT and Outstanding Customer Support!
Score 10 out of 10
Vetted Review
Verified User
Software Version
Forest
Overall Satisfaction with Freshdesk
I am the Performance and Reporting Manager and I track and report many metrics to track our performance and quality of customer support delivery. We use FreshDesk as our CRM Ticketing system for Calls, Tickets, and Chats. This product works very well for us. It's very stable and the user interface is easy to teach and understand. I mainly use the Analytics (Reporting) portion of the system. It works very well and sharing reports is easy and can be automated. Even better than the product is the Customer Support. It is world-class and no matter what size your company is, FreshWorks will make you feel important and a high priority. I would recommend them to any company.
- Sharing Reports
- Setting agents up and assigning groups
- Customer Support
- I think they could do a better job of communicating changes and updates to the platform.
- I would not have ROI information, but it's worth whatever it costs!
They have definitely helped increase customer satisfaction. We use FreshDesk for website portal tickets and internal tickets and we convert our incoming calls to tickets manually. We do not currently use the FreshCaller product so unable to comment on that product. Their ticketing system is state of the art and any company can use their rich features.
We don't currently have any other products but we have evaluated caller and chat, but we currently have a solution that is working good for us. We definitely would entertain the entire OMNI-channel approach as this would "un-silo" us from a reporting standpoint, which is a challenge a lot of company's face.
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
Freshdesk Feature Ratings
Using Freshdesk
500 - Finance, Customer Support, Internal IT Support, Retention
5 - Basic system skills, account set up, ticket structures and flows, etc. The basics of any ticketing system.
- Customer Portal to Support Agent
- Internal Ticket for Internal Support
- Robust Reporting and KPI tracking
- I don't believe we have any unexpected uses
- We us the system just like it is designed
- We might use some of the other FreskDesk Products
- I think their other products would be well integrated with their overall system
- OMNI Channel is the way to go!
Evaluating Freshdesk and Competitors
- Price
- Product Features
Product Features - the product had to help us with our support processes and not get in the way of us providing world class customer and product support
No, we are very happy with FreshDesk products, the company and the employees we work with.
Freshdesk Implementation
- I was not part of implementation
Freshdesk Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
I'm not sure what support we have, but it is WORLD CLASS!
Yes, just recently, we had a question about a filter in the reporting widget. Support was very fast getting back to us with the information we needed to solve our issue. They have some of the best customer support I have ever encountered, and I have been doing customer support my entire career!
Using Freshdesk
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Menu layouts
- System Features and Controls
- Overall agent views
- Some small "qwerks" with the reporting and analysis tools