Transformative Solution for Customer Service
August 01, 2022
Transformative Solution for Customer Service
Score 10 out of 10
Vetted Review
Verified User
Software Version
Estate
Overall Satisfaction with Freshdesk
Freshdesk allows our users to easily submit requests for support and search for solutions to common problems within our knowledgebase. Team members can also search for solutions to provide assistance and use canned messaging to respond in a concise and professional manner. A variety of departments within our institution now use Freshdesk, which allows for collaboration between disparate groups. The support and communication between groups effortlessly happens in the background, providing faster responses to the requester. The system is so intuitive that a new employee can start day one with little training thanks to the library of canned messages and knowledge articles that we have authored. Freshdesk is at the heart of the quality customer service that our teams provide.
- Self-help knowledgebase
- Variety of support submission options
- Canned messaging
- Knowledge article sharing
- Support collaboration
- Ticket automation
- Missing an announcement feature for all agents. Something to alert all team members to a system outage or problem.
- Faster response time
- Increased customer satisfaction
- Minimal maintenance
Our end-user satisfaction rates are maintained in the high 90%. This is due to quick responses from agents as well as accurate automated responses, which are tailored over time based upon our needs.
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