Item: Freshdesk
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use Freshdesk as a technical support portal for B2B customers. We have about 2 agents who handle more than 100 requests every month. We have also used Freshdesk to integrate a knowledge base for selected B2B customers.

Pros and Cons

Easy to understand interface
Easy and fast to customize
Helpful knowledge base feature
Easy to scale

Improve the feature to categorize companies and create different access levels

Return on Investment

We can now track requests for our products efficiently and easily.
Flexible to grow with our company.

Implementation Rating

We have been using Freshdesk for a year and are still very happy with the decision we made when we chose Freshdesk as our customer support portal. I was also responsible for integrating Freshdesk into the company, so I had contact with customer service a few times. They were able to help and support me quickly and so I was able to integrate the system very quickly.

Customer Satisfaction

We were able to increase customer satisfaction on a huge scale - tickets are not left out or missed anymore!

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

Likelihood to Recommend

We have been using Freshdesk for a year and are still very happy with the decision we made when we chose Freshdesk as our customer support portal. It has helped us organize customer requests and handle issues in a timely manner. It is easy to use and quick to set up. We like that the user interface is modern and easy to use because that's important so new employees can learn the system as quickly as possible. I was also responsible for integrating Freshdesk into the company, so I had contact with customer service a few times. They were able to help and support me quickly and so I was able to integrate the system very quickly.

Freshdesk Was Our First CMS, But It Was the Perfect Choice!

Software Version

Overall Satisfaction with Freshdesk