Happy Customer - Happy Clients
August 01, 2022

Happy Customer - Happy Clients

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Estate

Overall Satisfaction with Freshdesk

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.
  • 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
  • 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
  • Increased resolution times by 52%
  • FCR increased by 80%
  • Saved 11% on hiring resources, not including tech support
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.
We are not using the Omnichannel customer support suite at this time.
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.

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

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

Organize and prioritize service tickets
10
Expert directory
10
Ticket creation and submission
10
Ticket response
10
External knowledge base
10
Internal knowledge base
10
Customer portal
Not Rated
IVR
Not Rated
Social integration
3
Email support
10
Help Desk CRM integration
Not Rated