Frehdesk as a backbone for customer success
July 28, 2022
Frehdesk as a backbone for customer success
Score 8 out of 10
Vetted Review
Verified User
Software Version
Other
Overall Satisfaction with Freshdesk
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.
- 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
- Faster resolution times
- More clarity on product issues, improving development cycles
- Less cost to serve
- Improved team happiness
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.
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.
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