Has improved customer satisfaction significantly and can be used anywhere.
August 09, 2022
Has improved customer satisfaction significantly and can be used anywhere.
Score 9 out of 10
Vetted Review
Verified User
Software Version
Estate
Overall Satisfaction with Freshdesk
Freshdesk is used to manage our customer service and sales channels. Freshdesk solved the problem of having a single access point to our shared emails (tickets), plus also being on a cloud-based system which gave us the flexibility to work from anywhere. Even more important in this day and age with a growing trend of working from home. Freshdesk also gives us great analytics and insights, which helps us shape how and when to work.
- Cloud based system.
- Ease of use.
- Analytics and insights.
- Cost effective.
- More analytics. It would be really helpful if I could get the geolocations of all our customers, which would help us with our marketing strategy.
- Spam prevention. I seem to be getting a lot of junk and spam emails. Can these automated blocks be more robust?
- Customer response time has improved.
- The ability to see past emails and conversations easily has improved business productivity.
- The ability to see which staff members are lacking compared to others and therefore has helped us to train them up to expected levels.
Freshdesk has definitely helped us increase customer satisfaction. The ability to respond quickly and easily means customers are happier. However, we do not use the full suite of Freshdesk, so hard for me to comment on all functionalities, but the email and chat functions I use are perfect for what we need. Having them fed into the same platform makes everyone's lives easier.
Before Freshdesk, we used to just use Microsoft Outlook, which, as you know, has no functionality to it at all. So don't have much experience or comparisons to other platforms similar to Freshdesk.
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