Item: Freshdesk
Rating: 9
Author: Verified User

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

My company has been using Freshdesk for almost ten years, and I have worked on It for more than six years. We use Freshdesk for customer complaint tickets from various platforms like email, complaint tickets, and social media escalations. Freshdesk has now become a part of our daily lives, as it has made our lives easier since we get all the tickets via multiple platforms in one place, and we can reply directly from Freshdesk by email or any social media ticket.

Pros and Cons

Pros

Getting all customer's emails from multiple email ids to Freshdesk by converting them into tickets.
Multiple social media channels can be handled from Freshdesk directly in one place.
We have 2 different ticketing systems for our consumers and suppliers. They are easily bifurcated and automatically segregated into different buckets.

Cons

Since they have updated the software, there are a few interfaces that have become difficult to understand.
Customer support can be improved for more quick response.

Return on Investment

Faster resolution and prompt response.
Few automations have made life easier where we don't have to do manual things.
Analytics is very useful, since we don't have to prepare manual reports.

Implementation Rating

There are many useful features that help to reduce cost and time, but there is still room for improvement.

Customer Satisfaction

According to our process, it's sometimes difficult to satisfy our customers due to our limited product return policies, but still, every month, we have seen around 3-4% increase in customer satisfaction scores. We haven't used the AI-powered tool yet, but now we are trying to explore it.

Alternatives Considered

Email Tracking for Zendesk, Agora, Admin Tools for Jira and Ameyo by Exotel

Before using Freshdesk, I worked on Zendesk and Ameyo. However, I felt Freshdesk had more user-friendly and easy-to-understand features. Almost every software functioned the same, with some additional features. I liked Freshdesk because of the social media channel integration.

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?

Yes

Would you buy Freshdesk again?

Yes

Other Software Used

Email Tracking for Zendesk, Ameyo by Exotel, Agorapulse, Admin Tools for Jira

Likelihood to Recommend

Everything is perfect, but after the upgrade, a few interfaces have become difficult to understand some features, and customer support is not as prompt as we want. Using a very long time, we completely understand that upgrades are done for the betterment. Still, we would really appreciate it if we could get some sort of communication or a seminar to understand what has changed so that it will be easier for us as well to use Freshdesk.

Freshdesk Feature Ratings

Comments

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Freshdesk User Experience.

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