Don't take my Freshdesk away!
January 14, 2023
Don't take my Freshdesk away!
Score 10 out of 10
Vetted Review
Verified User
Software Version
Estate
Overall Satisfaction with Freshdesk
We use Freshdesk mainly to deal with Customer Support - but with some suppliers it also makes sense as many users can access the information regarding Purchase Orders etc. Having several sales platforms globally and being one of the largest companies in our sector, we have three staff who use Freshdesk every day to maintain communications and relationships with both customers and suppliers alike. Before we had Freshdesk it was chaos trying to manage such information using email or Slack - we wanted a service that could consolidate these important communications and give us instant access to them in a organized and time sensitive manner.
- Provide communications history with each customer.
- Keep track of how long people have been waiting for assistance and any 'overdue' tickets.
- Allow us to move customers to dedicated staff more able to deal with their enquiry.
- Audio messaging would be handy, especially between staff.
- A real-time message box between active staff would be helpful
- The organizational aspect is gold to us, easy access to previous communications, the ability to assign tickets to the appropriate people and/or groups, and being able to keep track of open, pending, and overdue tickets at the touch of a button. It makes me shiver when I think how we used to do it since getting Freshdesk
- Because Freshdesk integrates with other platforms we use such as Shopify, we have all the customer details and order info on the page when dealing with the enquiry. The time this saves when dealing with hundreds of tickets daily is substantial, and also prevents our Customer Service team from going insane.
- With all our customer enquiries in one place has allowed us to serve our customers better and faster. Although I never thought I'd say it - and it seems ridiculous - email just isn't up to the job any more. What platforms lie Slack have done for internal communications - that is make them work efficiently - Freshdesk has done for external communications - customers.
Without a doubt. Our field is very niche and requires specialist knowledge of not only the field as a whole, but also many tools and techniques that took me decades to learn, making it not only impractical but impossible to replicate is customer service staff. However, with various Freshdesk automation tools, my staff are able to give detailed, knowledgeable answers, including links to items in our websites, or educational videos etc., where relevant. The platform has essentially allowed my customer service staff to pass on my in-depth knowledge at the touch of a couple of buttons, and we're always being praised on the quality and detail of our engagement.
We previously used Gmail - and that was a nightmare and not fit for this purpose. It gives me nightmares just thinking about it. And it's no joke. My business was unable to scale at the rate it does now simply because we couldn't handle the customers enquiries in a timely and organized manner.
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?
I wasn't involved with the implementation phase
Would you buy Freshdesk again?
Yes
Freshdesk Feature Ratings
Using Freshdesk
| Pros | Cons |
|---|---|
None | None |
- Canned responses
- Allocating enquiries to the correct team member or group
- Finding communication history with customer.
Yes - I rarely use the mobile version but have it installed on my phone and it works fine when I need it. I would not be happy if I could not access Freshdesk on my phone as if I'm not in the office or not working, not having emergency access could cause problems and cost money. I like to be able to find information regarding my business even when I'm out and about.