Item: Freshdesk
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We are currently using the ticketing system and chat services from Freshdesk for our call centre. Whilst we had a few teething issues which were mainly due to our inexperience and understanding how it differs from separately-used communication channels, on a whole it has been much more efficient to use, canned responses for both tickets and chats are a huge timesaver, being able to adjust your SLA policies easily, and get powerful reporting has been a godsend. The response from the agents within Freshdesk is superb, they have a chat facility so you can get the answer or support you need within a few minutes of reaching out. For anything that may take longer for them to assist, they keep you informed every step. Thank you Freshdesk! 100% would recommend.

Pros and Cons

Support its customers
Have a great range of apps as add-ons if required
Canned responses saves time
Automations
Reporting

Co-Browsing needs improvement for the agent - pages do not display as they should

Return on Investment

One price for all services, as opposed to paying for three separate support channels (calls, chat and email providers)
More detailed reporting, meaning you can see why customers are contacting you without having to manually trawl through emails and guesstimates.

Implementation Rating

This may be slightly unfair to Freshdesk, but the reason I have rated as such, Freshdesk was introduced to the department before I joined, and it seemed there was a lack of training/induction. However, as this became my area to look after, a few calls later and Freshdesk have given me four introductory sessions, with the promise of more if I need, where they showcase what can be done, and I can bring any issues I have and they can talk me through how to do this. I can't really ask for any more, but I do feel that this maybe should have been offered at the time of implementation.

Customer Satisfaction

This I am unable to comment on, I would like to think that with our expert Customer Service Support staff, and the quicker resolution that yes it has, but without having the information on what it was like prior to Freshdesk I cannot honestly answer.

Alternatives Considered

WhosOn

We used WhosOn alongside Freshdesk, as we transitioned one channel at a time when changing to Freshdesk, so we used Freshdesk for emails initially and WhosOn for chat, we are now using Freshchat, and whilst this is a fantastic service, its not part of omnichannel, we couldnt really get reports that told us why customers were contacting us in a easy to view report. The one thing that I wish Freshdesk had, that WhosOn has, is the ability to see what the customer is typing so you can pre-empt your reply.

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?

I wasn't involved with the implementation phase

Would you buy Freshdesk again?

Yes

Likelihood to Recommend

Being able to set up automations where it pre-determines the type of email it is then allows for auto-assignments to agents that possess the knowledge/skill to be able to deal with that query. Scenario executions allows a number of preset steps to be done in a click of a button, rather than manually. Canned responses for tickets and chats allow the agents to support similar queries with ease - yet still allow it to be personalised. Having the Knowledge Base available for both agents and customers, including full control of what either of them see. Less suited: Some apps are provided by a third party, which doesnt always have the same fantastic response time as Freshdesk made apps.

All in one Omnichannel service with FIRST CLASS support

Software Version

Overall Satisfaction with Freshdesk