It's been great!
April 03, 2023
It's been great!
Score 7 out of 10
Vetted Review
Verified User
Software Version
Other
Overall Satisfaction with Freshdesk
We've been using Freshdesk for one of our clients. This client had phones as their main channel to receive inquiries. With limited capacity, it's been a challenge to manage a very huge number of inbound and outbound phone calls. With the Freshchat, we've recently started to trying to divert the calls to another channel to manage the volume.
- Chat automation
- Ticket Management
- Analytics
- Customization of dashboards within analytics
- Faster resolution time
- Better ticket management
Automations on Freshdesk has helped us divert any ticket that doesn't require an agent to be managed accordingly. It has been helpful in making our agent productive and better manage our inbound volume. It has helped identify which concerns are most popular on a weekly basis and has helped us focus on which customers we needed to be contacted proactively to bring their concerns to a resolution much faster.
It's a matter of which one is more straightforward and beneficial for the agents. There was much more features offered with Freshdesk that could help our business flow and workflow which is why we've opted to use it for a client. There was also less cost to using it compared to using Zendesk where we would've paid more.
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?
Yes