Freshdesk brought connectivity with our clients and users
July 13, 2022
Freshdesk brought connectivity with our clients and users
Score 9 out of 10
Vetted Review
Verified User
Software Version
Estate
Overall Satisfaction with Freshdesk
Frontline support for our SAAS products using Freshdesk to collate and respond to emails and Freshchat to receive online conversations through client software and an online user app. Freshdesk Knowledgebase is configured for the many products we have in use by clients and users. All support and client contact teams in the company revolve around Freshdesk and its modules to maintain our industry-leading customer service.
- Innovation
- Support
- Live Chat
- Highly Configurable
- Cost Effective
- Telephony integration
- Auto ticket assignment
- More B2B automation
- Reduced calls
- Ticket deflection
- Easy online chat integration
- Purposeful reporting and analytics
- Increased innovation
We are yet to fully appreciate the AI-powered automation within Freshdesk but are working within the constraints of our growing customer base to offset the increase in client contact. It has helped bring our customers closer to a resolution for contact by first providing information from within the knowledgebase. Having a large number of non-tech users in our client base AI is offering some learning solutions prior to agent contact.
Being an early adopter, we were able to fully test the product and could see its potential. We were at first looking for greater value and focus on smaller tech. We found that with Freshdesk and have been able to embed its use right through all the channels of our company as we have grown. I really appreciate the effort in getting things right and making simpler interfaces for both agents and users.
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