Item: Freshdesk
Rating: 10
Author: Verified User

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

We use Freshdesk to manage chat messaging and email interactions from consumers, for multiple websites that we manage. We have a blended call center that supports multiple unique store fronts that have to be managed individually. Freshdesk is the only product we've found on the market that works for our unique business. We're able to manage all stores individually, with one dashboard, while allowing our blended group of agents access to all service lines. It's more complex than this, but the end point here is Freshdesk is the only player in the market than can provide the service we need. We've tried Moxie, Zendesk and Kustomer, and while those products have great features, they don't offer the flexibility that Freshdesk does for our business needs.

Pros and Cons

Pros

Ability to create and manage multiple unique service lines under one account
Their customer and tech support is superb
They continuously make new updates and releases
Their platform is beyond user friendly - you don't have to be an engineer to manage it

Cons

All reports should have a total count when reporting on multiple line data (e.g., the agent reports)--we use this regularly, and have to manually count the totals
The ability to hide the email widget, similar to the way we can hide it on messaging
The ability to duplicate canned response folders and their content
The ability to export full conversations when exporting emails

Return on Investment

Increased resolution times by 52%
FCR increased by 80%
Saved 11% on hiring resources, not including tech support

Implementation Rating

We were up in running in less than a week, and that's only because we had to set up 22 unique stores. We can normally set up a store in less than 30 minutes.

Customer Satisfaction

We are not using the Omnichannel customer support suite at this time.

Alternatives Considered

Kustomer

Kustomer is great, however, is missing the mark when it comes to managing multiple service lines/unique stores under one account. Freshdesk's ability to do exactly this makes them a superior product.

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

Five9, Freshchat

Likelihood to Recommend

If you're looking for a solution that is cost effective and comparable to Zendesk or the likes, go with Freshdesk. It's much more intuitive, easier to set up, and agents prefer it. Now, if you're looking for an omni solution that plugs and plays with major phone cloud providers, such as Five9, Freshdesk will not do it for you.

Freshdesk Feature Ratings

Comments

Please log in to join the conversation

Happy Customer - Happy Clients

Software Version