Item: Freshdesk
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

We use Freshdesk for Customer Support. Our complete customer support is based on Freshdesk. Our Apollo 247 app and website " Help Section" is integrated with Freshdesk. The complete process for handling a query happens over Freshdesk with the support of internal tools which are integrated into Freshdesk.

Pros and Cons

Integration with Social Media tools like FB and Twitter helps in resolving them quickly.
Assigning tickets to multiple teams and tracking the complete journey of the ticket to know where the issue is blocked.
Setting up quick automations over the UI, no need for technical stuffs.
Adding customized widgets that can be accessed by agents for solving the tickets quickly.

Over the API exposure, there is no API to pull bulk data which seems a bit odd.
POST API response time, it takes around 4-5 secs to create a ticket, which is ridiculous. And there is also a lag in API responses.
Improving the collaborator roles, just updating the status and automation not working for them doesn't make sense.
Customization for custom widgets, currently, one has to restrict it to the left panel, with no provision to increase the width.

Return on Investment

Reduction in response time due to load balancing over tickets upto 40%.
Using knowledge base for users save 14% of ticket creation.
Improvement in resolution time ( > 50% ) by getting reports and improving SOP after seeing where things are lacking ( in terms of the team).

Implementation Rating

Our end goal is met for ticketing support as Omnichannel.

Customer Satisfaction

For customer satisfaction, there is an improvement in CSAT, around 80%. The reason this happened is that using the Knowledge base can be used as self-help for customers. Automatically escalating priority issues to a particular team using AI automation. Dependency reports and setting rules to notify CS leads when time age exceeds SLAs.

Alternatives Considered

Zoho CRM

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?

I wasn't involved with the selection/purchase process

Did implementation of Freshdesk go as expected?

Yes

Would you buy Freshdesk again?

Other Software Used

Postman, CleverTap, Tableau Online

Likelihood to Recommend

Pros Good UI, easy to use and execute things, no need to know to code Most of the integrations available Good Customer Support, try to help with what best product can have Have also had a mobile app, so easy to track things For reporting and analytics it has most of the things, (8/10) Cons Over APIs, lack over pulling big data, having customized filters (can't pull all unresolved tickets in a go) Not give many options for customization, one needs to restrict User-specific things are hard to get on the portal after requests also Collaborator role, not of much use.

How Freshdesk perform when it comes for Health Care CS support.

Software Version

Overall Satisfaction with Freshdesk