Item: Freshdesk
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

The product maintains a record of customer interactions so you can respond efficiently to new requests and manage the resolution of issues. It allows you to effectively track a large number of customer interactions and easily manage them. We manage about 49 interactions per week and this product makes it easy to keep track of all tge conversations

Pros and Cons

canned responses for fast replies
manage a database of FAQs
makes it easy to look up customer past interactions and track conversations

In my expereince, attaching images is difficult as you can't easily preview them

Return on Investment

halves the time required for dealing with standard customer support issues

Implementation Rating

8

It mostly works well in all the solutions, canned response, prioritizing, and managing customer contact information. In my opinion, there are only a few editing issues such as formatting and image insertion, so this is the reason for not giving it a 10 out of 10 in the ratio ngs. overall it is an excellent product and easy to use.

Customer Satisfaction

have not used this feature

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

Other Software Used

MailerLite

Likelihood to Recommend

it is great for teams of customer support people and for small businesses . You can track issues and categorize them into different groups . This lets you do some later data analysis so you can see which type of issues are mostly coming up, and you can then give these issues more priority for fixing.

Products Replaced

No

Key Differentiators

Ease of Use

Excellent and easy to use support software

Software Version

Overall Satisfaction with Freshdesk