Item: Freshdesk
Rating: 9
Author: Aishwary Rajesh Mishra

Use Cases and Deployment Scope

We utilize the user-friendly functionalities of Freshdesk for managing our Operations and Customer Support. The CRM offers multiple features that enable our agents to keep track of queries, add notes & tags, share across teams and resolve them in a timely manner. It also offers embedded forms, and responses to be sent to the requester along with the CSAT surveys, essentially helping us understand the general problems that our customers face while conversing/purchasing or engaging with us. Facilities such as scenario automation, merging of tickets, and custom statuses help us quickly take relevant actions in real-time to get the cases resolved within defined TAT.

Pros and Cons

Ticket Automations & Updates
CSAT
Link with Social Channels
Outbound Emails
Reports and Analytics
Performance Tracking

Portal Customization
Ticket Conversion of queries that land into SPAM folder of Mailbox
Dashboard Customization
Restricting Agents to edit credentials and signatures

Return on Investment

Helped get better NPS
Helped to strengthen Customer Relationship
Improved TAT across different departments
No Negative impact - the UX UI is very user friendly

Implementation Rating

I have been using the Freshdesk Self-service desk for close to 3 years now as an Admin of the instance. During the period, I have sought help from the support team of Freshworks a lot of times for planning and developing implementation strategies, setting up and improving automation, business reviews, and for training and development purposes. I also received great help from the Freshworks technical team for projects related to the integration of Freshdesk with a couple of other market apps/tools and the in-house CRM. I really appreciate the help that Freshworks support offer to ensure perpetual development and thus I want to send Kudos to the team and strongly recommend SMEs and even larger organizations to try the beautiful Customer-Focused solutions that Freshworks offer.

Customer Satisfaction

Freshdesk has helped our organization to rapidly evolve in terms of customer support and success and also helped to smoothen internal processes to a great extent. To sum up, the implementation has resulted in achieving an improved NPS and increased business across different LOBs. Technologies such as machine learning and AI that are offered in the suite are a delight to work on and intrigue the users/agents to increase productivity and tend to help take ownership of the cases in different scenarios.

Alternatives Considered

HubSpot CRM, Zendesk Support Suite and Zoho Desk

Freshdesk offers a free trial of 21 days and the onboarding is a very smooth process. It is comparatively cheaper than its competitors and the UX is far more simple than the other products in the market. Also, the customer support that we get post the purchase is brilliant and the available in-app integrations prove to be very efficient and helpful.

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

Trello, Atlassian Jira Align, Semrush

Likelihood to Recommend

In terms of handling customer queries/issues/service and after-service requests, Freshdesk allows a variety of operational activities to be carried out on the tickets, and the user experience is very well designed so as to let the agents and supervisors work on the instance with ownership and high efficiency. The features offered are industry standard and are meant for Product Led Growth. It is well suited for rapid onboarding and scaling so you never have to worry when entering a fast-pacing environment. Freshdesk does not currently offer integration with the centralized phone numbers/call center applications in India so if the work you do in your organization is solely based on phone calls you better should look for other alternatives.

Revolutionizing the Customer Support

Software Version

Overall Satisfaction with Freshdesk