Easy to handle and broad range of features for efficient communication
April 05, 2023
Easy to handle and broad range of features for efficient communication
Score 9 out of 10
Vetted Review
Verified User
Software Version
Other
Overall Satisfaction with Freshdesk
The main usage of the tool is for communication with customers. Through FreshDesk the initial contact to customers is conducted. The consulting process starts with the usage of multiple canned forms. After the initial phase, sales and project management are made through FreshDesk. It is useful especially for support issues.
The main problems solved are f.e. communication with a customer across the team, having a customer data base and data insights through the classification of issues. Automation through reply-templates and forms speeds up communciation in many cases.
- creation of individual ticket templates
- detailed exports
- creation of answer templates and canned forms
- no bugs, rarely any technical issues, great support
- Options to connect FreshDesk data with other systems, f.e. through APIs
- more options for automation
- lot of manual typing, upload of contact data should be possible to create/update multiple contacts at one
- Resolution time -50 %
- Time saving -80%
Yes, as described before time for resolution and/or until first reply could be reduced significantly, which on the other end leads to higher customer satisfaction.
Freshdesk has the broadest scope of features, at least from what is obvious. Integration with Outlook / Emails works better than in some of the products mentioned above. Freshdesk features tools for automation which are required for scaling. Also the user interface is the most easy to handle. It has to be mentioned though, that the products mentioned were used in their charge free plans, while Freshdesk is a paid product.
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