Item: Freshdesk
Rating: 10
Author: Partha Roy

Use Cases and Deployment Scope

Freshdesk has been the primary platform for our customer care & support operations. It helps us to track and solve customer grievances, also by using their tools we are able to gather data from the users by working on which we improve our services & product.

Pros and Cons

Creates great value for the organisation by providing a great managed portal for support and grievance.
Provides an amazing ticket-based system and gives an ability to get issues of the users which can be tracked and resolved through the system.
A wide range of integrations available, particularly for us the API-based integration has been performing really well.

The loading speed of the portal can be improved, as sometimes it takes a good amount of time to load issues.
The pricing is on the higher side, which would be a bit difficult to bear for small startups with tight budget constraints.

Return on Investment

Freshdesk has made our ops team perform with more productivity and made the process very straightforward.
It has upped our customer support game by making sure we get back to our customers within no time so definitely, it has improved our resolution times.

Implementation Rating

We started using Freshdesk for laying a proper customer support pipeline in action, and so far it has been an amazing experience. Moreover, it has helped our business to improve our customer support process by a whopping 10x productivity increase.

Customer Satisfaction

Yes, Freshdesk has definitely helped our business to increase customer satisfaction.

Alternatives Considered

Zoho Desk, Zendesk Chat and HubSpot Service Hub

The other products in this genre has also amazing offerings and their quality is great, though we have chosen Freshdesk because of the following differentiators -

Excellent onboarding, Ease of learning and Very intuitive UX
Module-wise pricing and integrations between different suites in the same ecosystem make life smooth
Vast range of integrations with External applications
Module wise and custom pricing plans

Key Insights

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

Other Software Used

Zoho People, Google AdSense

Likelihood to Recommend

There are many scenarios where Freshdesk excels, here are some of those -
- When we need to track and manage incoming support tickets from multiple channels with one inbox.
- We perform multiple actions ( letting on-field engineers know, letting territory manager know, sending mail, creating sub ticket etc) on a ticket with a single click by automating repeated actions.
- Easily provide quick, consistent responses to common questions by creating pre-formatted replies.
- One can set up a fully functional call centre and record and track calls by converting them into tickets.

Outstanding Customer Support Platform with Unique features

Software Version

Overall Satisfaction with Freshdesk