Item: Freshdesk
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use Freshdesk as our primary support tool. Users come to us if they have issues with their loans and reach us through email and Facebook Messenger. Before switching to Freshdesk, we were using another tool that is impossible for us to track our tickets and get user feedback. With Freshdesk, we were able to address those two pain points and even got more such as ticket automation which allowed us to be very efficient in terms of ticket handling.

Pros and Cons

Straightforward customer satisfaction survey.
Ticket assignment - I particularly like that I have an option to assign tickets based on agent loads or via round-robin.
Scenario automation - allowed us to be efficient.
Very comprehensive reports (both ticket trends and agent productivity) and analytics.

The bulleted list when replying to a ticket does not work properly.
Sometimes you have to refresh the page to view the recent update.
Editing the company name of a contact is a pain.

Return on Investment

Our support team is consistently applauded for its swift response time since we switched to Freshdesk.
We can now get actual data through the reports on Freshdesk and use it in making crucial decisions regarding the company's growth and process improvements.

Implementation Rating

We did not avail of the Implementation package, if there's any. The system is very straightforward, and we were able to implement it on our own without issues at all. There are also helpful published articles that we refer to when we do not know how certain feature works. Additionally, their support is just a message away when the answer isn't available online.

Customer Satisfaction

We switched to Freshdesk mainly to get customer feedback, so we know how we are performing as a team. Since the switch, it just validated that we are really doing well in supporting our users since we now have the customer satisfaction data. It also allowed us to review specific processes and improve them based on user feedback.

Alternatives Considered

HubSpot CRM

They do not have a Customer satisfaction survey and no agent productivity measurements such as response time, resolution time, etc., so measuring our performance was difficult. They also do not have ticket automation, so it was hard for us to manage all the tickets, especially if they were duplicates or were sent by the same user multiple times.

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

HubSpot CRM

Likelihood to Recommend

I highly recommend Freshdesk, especially for those with straightforward support needs, as it checks all the boxes. In our case, before getting Freshdesk, we prepared a list of features that we needed, and we availed of their free trial to evaluate if the things we were looking for were in the system. Below are some of the items on our list, and we got them all in Freshdesk:

Not complicated Customer Satisfaction Survey.
Ability to monitor tickets (Open, Resolved, On hold, etc.) and get the ticket's source.
Ability to generate reports in terms of ticket trends, volume, etc. (in our case, we use the tags to identify issues).
Set holidays, business hours, and out-of-business hours notification.
Measure response time, average first response, and resolution time.

Super happy with Freshdesk!

Software Version

Overall Satisfaction with Freshdesk