Item: Freshdesk
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use FreshDesk everyday in our company and is the main contact-source for customer outreach. All customer inquiries and emails get forwarded through this system and it works really well for our companies' application. Whenever a customer uses the "Contact Us" function on our site, it will send their email to FreshDesk and our group folder for all of us to view. Once received, we can direct the email into various folders using the filters available. The filters make it quick and easy for us to narrow our search results so we can find what we need. The search function is really awesome too for when we can't find certain records that are outdated by using a few words. The search function will provide any and all results containing the search-words and has definitely helped when we/customer doesn't have what we need to help them. Also is a great place to find old invoices, emails, and contact information for everyone. The site/program is user friendly and was easy to adapt-to once used a few times.

Pros and Cons

Filter
Search Bar Functionality
Folder organization
Customer-Friendly
Easy to use and get comfortable with navigation

Keeping old records- sometimes it only goes back 3-5 years and in rare cases we need a little more.
Filter delete- Being able to delete old filters to clean-up the not popular ones.
Email verification before sending- Should be able to verify email before attempting to send.

Return on Investment

Fast resolution times
Great organization
Easy search function

Implementation Rating

I've never had to wait more than a few hours to get a response to questions/help I needed from the support team. In emergency situations I was able to escalate the situation and get an immediate resolution. Definitely better and more helpful than other companies we choose to use.

Customer Satisfaction

It has, with the speed that we are able to respond with and with the filters/search bar functionality, it greatly reduces our investigation time and allows us to access information when we need it. It's easily accessible to everyone in the company and the navigation makes it user friendly so that anyone can "jump-in" without feeling overwhelmed or intimidated.

Alternatives Considered

DocuSign Notary

There is not really a comparison in my opinion as they were used for different applications and functions. This position is my first real-world use of a program like this as all my previous employers used outdated email systems for customer communication and that was a headache. The organization really makes this program shine and allows for quick-access of information.

Key Insights

Do you think Freshdesk delivers good value for the price?

Not sure

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

Other Software Used

AccuLynx, Outlook4Gmail, Indeed.com

Likelihood to Recommend

FreshDesk is great for a shared email between employees: When we need to see emails from customers the emails are easy to locate with the filters and search bar function. As an example, when a customer doesn't keep their invoices/receipts, we can look-up the order using a bunch of different keywords and it'll find what we are looking for 99% of the time. The only instance it does not is when the customer didn't purchase the item from us, or they don't have the email any more.

I only have experience with FreshDesk from this current employer and have not had previous experience with it, however it seems like it would be an excellent program for companies that have a customer service team that receive inquiries from customers and need to delegate specific people to solve the problem and/or review the email.

Organizational dream

Software Version

Overall Satisfaction with Freshdesk