Item: Freshdesk
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use Freshdesk to route tickets from several inboxes, we automate responses, and we have our service center partially set up with Freshdesk. We also use Freshesk's solution center, canned responses, customer satisfaction surveys, and a plethora of daily, weekly, and monthly reports. Using Freshdesk, we are able to set up correct priorities for different queues and support multiple products at once seamlessly.

Pros and Cons

Technical Account Manager assistance
Clarity of each feature
Ease of setup

Communication before new features are released
Explanation regarding required actions that are mandatory

Return on Investment

Freshdesk has allowed us to prove we can increase customer satisfaction by providing quick and prompt responses.
Freshdesk has allowed us to convey user intent and pain points to the rest of the organization.

Implementation Rating

Freshdesk has a certain learning curve. However, there is a lot of documentation and assistance in each step. It's always easy to dive into a new feature in Freshdesk and estimate how it can perform in relation to our project and then experiment with it. Freshdesk representatives are quick to offer help and guidance whenever needed.

Customer Satisfaction

In the years we've had Freshdesk, customer satisfaction has increased and remained at a high level.

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

LivePerson Conversation Cloud (LiveEngage), FullStory, Twilio

Likelihood to Recommend

Recently, there was a need to match our inbox authentication to a higher standard of security, this was implemented by Freshdesk. The result was we needed to re-authenticate about a dozen inboxes. We were given ample time to make the necessary changes, and our Technical Account Manager was with us all the way to make sure our operation can continue to run smoothly and that we could implement the changes with no downtime.

An Excellent Product

Software Version

Overall Satisfaction with Freshdesk