Item: Freshdesk
Rating: 8
Author: Alif Satria Perdana

Use Cases and Deployment Scope

We implemented Freshdesk in our organization as primary ticketing support system for our internal user and IT-related query. Freshdesk acting as our centralized hub for management and resolution of a diverse range of issues, spanning from connectivity issues to IT assistance. This platform's robust ticketing system that have crucial role especially in our team as IT Support to organize and prioritizing incoming inquiries, ensure IT query addressed and responded according our SLA.

Pros and Cons

This apps have automation that can automatically assign ticket according keyword that we have set
Templates "canned response" in Freshdesk
Mobile access so we can monitoring our queue anywhere and anytime
Integration with others apps

Enhance AI automation
Enhance reporting and analytics
chatbot for end user

Return on Investment

Act as centralize ticketing system
Effective ticket management
Enhanced customer experience
Scalability
Cost effective
Integration with other apps

Implementation Rating

Freshdesk is distinguished by its seamless implementation and rapid onboarding process. With straightforward setup and configuration, teams can start leveraging Freshdesk features almost immediately, minimizing downtime and accelerating the transition to support our customer. This quick implementation not only saves valuable time.

Customer Satisfaction

Businesses that integrate Freshdesk have observed favorable effects on both customer satisfaction and retention. The comprehensive omnichannel support suite allows organizations to interact with customers via their chosen communication channels, establishing a smooth and responsive support process. In conclusion, Freshdesk's omnichannel support suite, coupled with AI-driven automations, aims to enhance customer satisfaction and retention through efficient, responsive, and tailored support experiences. Organizations that adeptly utilize these features can elevate their customer service performance, fostering more robust connections with their customer base

Alternatives Considered

UVdesk Helpdesk

We have using UVdesk previously before using Freshdesk, after utilizing UVdesk for a year, we initiated a comprehensive review for our customer support tools as our organizational requirement continued to evolve. Despite our prior experience with UVdesk, the evolving needs of our business prompted us to reassess our support system. This evaluation led us to adopt Freshdesk, decision driven by its advanced features, seamless integration, and scalability.

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

Slack, Microsoft Teams

Likelihood to Recommend

Well suited : Small to medium business or organizations, this will be cost effective and scalable customer support solution. Freshdesk really easy to setup and user friendly interface. Multi channel support, when your organization dealing with with user across various channels such as email, chat, phone and other social media. Knowledge base management, we can build and maintain a comprehensive knowledge base for self service for end user. Service level agreement (SLA) Management, prioritize SLA adherence in end user support can leverage Freshdesk. Less ppropriate : Large enterprises with complex requirement. In my opinion, Freshdesk is not have extensive and customizable as some enterprise solution Non standard communication channel, if business relies on non standard communication channel or has unique requirement for communication, Freshdesk may not offer flexibility in my opinion.

Freshdesk: A Seamless Solution for Streamlined Customer Support

Software Version

Overall Satisfaction with Freshdesk