An All-Inclusive Tool
July 28, 2022

An All-Inclusive Tool

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

Software Version

Estate

Overall Satisfaction with Freshdesk

We manage all our customer requests through Freshdesk and the related services. (i.e. Freshcaller and Freshchat). We have also integrated our social channels, like Instagram e Facebook in order to have an all-around view of all interactions. Since our customers use different channels, thanks to Freshdesk we have a general overview of each contact. It gives us the opportunity to identify different clusters of requests related to various products (i.e. Travel or Events or Virtual Meeting) The analytics reports are also very useful if you need to identify a specific trend or understand where to develop a different procedure. It would be interesting to have more integrations, but overall is a very complete tool.

Pros

  • Connecting different channels: chat, calls, social channels
  • Editable ticket fields and groups
  • Adding private notes to notify different agents

Cons

  • Being able to divide Merged tickets on occasion
  • Connecting labels from Freshchat to Freshdesk
  • Automatically create tickets from all calls
  • Improving C-sat records
  • Improving resolution times
  • Improving contacts per order
Freshdesk has been useful in improving the managing time of all requests thanks to the possible automation and shortcuts. Being able to use the articles from the portal, as well as canned responses and ticket templates is a great help. Each ticket's status helps prioritize the requests and not fall behind.
We definitely recommend Freshdesk because it can cove multiple channels and that gives freedom to the customer as well, since they can use their own preferred channels without fear of not receiving a response. The general NPS and C-sat scores have shown a steady increase thanks to that and the customer active responses are generally very good.

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?

I wasn't involved with the selection/purchase process

Did implementation of Freshdesk go as expected?

Yes

Would you buy Freshdesk again?

Yes

Freshdesk is very useful if you have different channels that the customer can use to reach your company. For instance, a customer can send the same request through emails, chat or calls. Freshdesk gives you the possibility to connect all channels and choose which one is the best to reply. It is less appropriate if you often need to escalate to a different team that does not use the same tool.

Freshdesk Feature Ratings

Organize and prioritize service tickets
9
Ticket creation and submission
9
Ticket response
9
External knowledge base
8
Internal knowledge base
8
Customer portal
7
IVR
8
Social integration
9
Email support
9
Help Desk CRM integration
9

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