Robust CRM tool that serves the customer purpose
July 25, 2022

Robust CRM tool that serves the customer purpose

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Freshdesk

Freshdesk is a cloud-based customer support software with feature-rich and unparalleled support service. It is a platform that syncs up with multiple channels to solve the queries raised by the business according to the specific client needs. Its intuitive AI-powered and support team's responses are instant and personalized which stands out compared to its competitors.
  • Service and Customer Support
  • Seamless Integration with multiple channels
  • Intuitive UI and dashboard
  • Integration with third-party tools
  • Add-ons could be provided
  • Scope for deeper customization
  • SLA's were not breached
  • Faster query resolution
  • Improves efficiency in the ticket management process
The support desk thrives to provide the query resolution instantly, although there were very minor instances where the response was behind time for complex requirements. Their implementation to deploy automation for a simple/medium workflow is seamless and straightforward. Overall, it improves the efficiency of the ticket management system.
Freshdesk's cloud-enabled AI (Artificial Intelligence) powered automated responses are so personalized that it feels similar to a human response. Also, their interoperability with multiple channels makes users sync up with any platform/device instantly. It improves customer satisfaction as the responses are instantaneous and it is in sync across devices.

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Freshdesk is a robust tool that has a simple/easy to-do configuration for the initial set-up. It is well suited to automate straightforward and simple processes/workflows. It becomes tricky when we bring in more complex rules to the process or when the requirement needs to have a granular level of customization.

Freshdesk Feature Ratings

Organize and prioritize service tickets
Expert directory
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Social integration
Email support
Help Desk CRM integration