An amazing omni-channel customer servicing platform
July 21, 2022
An amazing omni-channel customer servicing platform
Score 8 out of 10
Vetted Review
Verified User
Software Version
Estate
Overall Satisfaction with Freshdesk
Freshdesk is an amazing ticketing-based support system that integrates multiple channels including email, chat, and WhatsApp customer portal, and enables a seamless customer experience. The omnichannel Freshdesk platform enables tracking of tickets and effective communication with ticket requesters on the go. The in-built chat system fetches important details like Order#, Delivery Date, and Refund details from an e-commerce business easily eventually lead to customer satisfaction. One of the best things about Freshdesk is its easy-to-use configuration and operation that any business user can learn and implement with no prior experience in technology.
- Convert conversations into tickets and effectively communicate with ticket requester.
- Define SLA and ticket types to easily manage and assign different types of tickets.
- Share screen and resolve issues in real-time.
- Configure automation flows to notify and update the ticket requester/agent about the status.
- It needs to grow out of niche solution to an enterprise solution.
- There is a field mapping limitation between Freshsales & Freshdesk that needs to be rectified.
- It should have capability to integrate with enterprise tools like Sharepoint, Power BI, etc.
- Enhance customer experience
- Reduce manual efforts
- Increase transparency in business
Freshdesk has helped businesses to retain and serve their customers on the omnichannel desired platforms and achieve their business goals easily. I do not think that the AI-powered capabilities have been much more effective with Freshdesk like Freshworks CRM. However, omnichannel support makes it a leader in this customer servicing domain.
Freshdesk stands much ahead with a lot of modern features that make it a comprehensive solution for businesses that do not have IT standards but are high on volume and want to resolve their customer queries at a quick pace and achieve a capability to serve an increasing customer base across the globe.
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