Item: Freshdesk
Rating: 9
Author: Verified User

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

Freshdesk is the best option for clients to reach out and get the best support possible. The information presented when the ticket is created, and the integration with our system is unique. Solving tickets is rewarding, and you feel terrific after changing the ticket status to solve.

Pros and Cons

Pros

Guest relation.
Help Center.
Internal communication.

Cons

Bulk communication.
AI summary/Responses.

Return on Investment

It overall improved guest happiness.
Ticket count has been lower.
Employee happiness has improved.
Quicker Response time.

Implementation Rating

Our team easily implemented Freshdesk, and as soon as we started, we were pros with it. In a matter of days, we had integrated signatures and canned responses. The biggest problem was the Help Center part, but after some time, that was also integrated. We did not know some features when we started, but that is normal.

Customer Satisfaction

Freshdesk has helped us quite a lot with guest satisfaction. Our old system was not as good at structuring the teams and different regions of our business. With Freshdesk, everything was simple, and we knew what we were doing. Canned forms and responses helped improve our processes quite a lot.

Alternatives Considered

Crisp.Chat

Compared to Crisp, Freshdesk offers much more organization and is just much more helpful when it comes to having more than one region/team. Not that Crisp is bad, but with Freshdesk, internal communication and collaboration are much easier, which was quite important for our team to grow.

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?

I wasn't involved with the implementation phase

Would you buy Freshdesk again?

Yes

Other Software Used

3CX, Slack, Microsoft Teams

Likelihood to Recommend

Freshdesk is really good for start-up companies that want to update their current system or buy a new one. It is the best option possible when it comes to having a structure, following up, and making a better strategy because you can always see what your team is doing, and you have some great reports to help you.

Freshdesk Feature Ratings

Comments

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Freshdesk is amazing!

Software Version