Freshdesk is a great customer service management solution
Updated September 10, 2024
Freshdesk is a great customer service management solution
Score 10 out of 10
Vetted Review
Verified User
Software Version
Garden
Overall Satisfaction with Freshdesk
We use freshdesk to manage all incoming customer requests, triage them and track them through to completion by our support team. We use dashboards to report on team member performance to know where resource gaps exist and to analyze how well we are supporting our customers.
Pros
- Pre built dashboards for reporting performance
- Groups to be able to track requests by category
- AI to summarise tickets
Cons
- Other platforms include service management whereas Freshworks have a separate billed product for this
- It has enabled us to track customer queries and ensure they're resolved
- We have massively reduced our time to first response
- Increased visibility over incidents and their resolution
It has improved our ability to measure customer sentiment and has allowed us to see where we need to focus more energy in order to keep customer satisfaction high.
The automations allow us to manage requests much better which has undoubtedly improved customer satisfaction
The automations allow us to manage requests much better which has undoubtedly improved customer satisfaction
It has a lot of the features you would need to run a support service but it doesn't have as much extensibility. It works out more cost effective to use Jira Service Management as customer and service management is included in one product
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
Comments
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