Prompt Support, Happy Customers
March 31, 2023

Prompt Support, Happy Customers

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

Software Version

Estate

Overall Satisfaction with Freshdesk

Thanks to the omnichannel system, we can see all inquiries of the customers regarding their experience. From the first interaction to the last satisfaction survey, the customers find prompt and exact resolutions for their inquiries. Before we used the omnichannel system, it was difficult to monitor the activities that occur on calls, live chat, and through tickets. Now, this is not a problem anymore. Moreover, the performance metrics of the representatives are analyzed easily through user-friendly analytics. I strongly recommend Freshdesk to readers who give importance to their customers proactively.

Pros

  • Automations
  • Performance metrics
  • Dispatching the tickets

Cons

  • To be honest, I couldn't find any
  • First response time is under an hour
  • Resolution time is better
  • Fewer interactions faster resolution
It provides good customer support to the users. The pricing policy is reasonable. Automations are easy to use. I like the load balance system that delivers the tickets equally.
The IVR menu and the chatbot flows help the customers find some answers before they connect to the support team. The self-service tools are strengthened by this AI-powered automation and I really like them.

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

I can see the order history in the tickets. The call recordings and chat conversations are embedded in the tickets so I can listen to the issue in detail. These features are crucial when you have to make a decision. Otherwise, different inquiries can create confusion between the departments and personnel.

Freshdesk Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
9.0
Customer portal
7
IVR
10
Social integration
10
Email support
10
Help Desk CRM integration
8

Comments

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