Item: Freshdesk
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We manage all the incidents and issues with the end users of our product through Freshdesk. We also coordinate some internal requests like field services and parts approvals through Freshdesk. We are currently creating a knowledge base and user guide using the tool. We are taking advantage of their Omni channel solutions to address user's requests.

Pros and Cons

Whatsapp for business integration
Messaging
Forums
Knowledgebase

Call center integration with the overall solution
Help documentation available.
Lack of customization on levels of access for customers

Return on Investment

Faster resolution times
More clarity on product issues, improving development cycles
Less cost to serve
Improved team happiness

Implementation Rating

Freshdesk can be time-consuming since you have to dig quite a bit to find answers within the system. Overall, I believe the solution would benefit from better documentation.

Customer Satisfaction

Freshdesk has helped to improve the way we serve our customers. Our end users usually don’t have access to email or a web browser, so for us, it was imperative to add WhatsApp as a communication channel. Freshdesk allowed us to integrate WhatsApp practically out of the box, without any major effort. That way the change didn’t impact the end user and our response times and issue-solving abilities were improved a lot.

Alternatives Considered

Salesforce Service Cloud, HubSpot Service Hub and Zendesk Support Suite

Salesforce Service Cloud required a longer deployment time for us. It also required adding different modules to achieve the same level of integration between channels and tools. HubSpot Service Hub allowed us to do something similar to what we currently have in Freshdesk, with quick implementation, but again needed some external integrations to include all the channels we are using. The cost also ramped up fairly quickly. Zendesk Support Suite was the most similar solution to Freshdesk but a little more expensive, and the Whatsapp integration was a little behind the Freshdesk's.

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

Google Workspace, Tableau Desktop, Miro

Likelihood to Recommend

Freshdesk is quite suitable for email support. Their Omni channel solution is very competent, even with some needed areas of improvement. It’s a bit lacking in B2B scenarios where you might need different levels of access for your customer roles. Also, there’s a lot of room for improvement in their documentation. Even when the basic implementation is quite straightforward, the learning curve gets steep once you start implementing more advanced features. It can get confusing when using multiple channels.

Frehdesk as a backbone for customer success

Software Version

Overall Satisfaction with Freshdesk