Freshworks is the future!
November 30, 2024
Freshworks is the future!
Score 10 out of 10
Vetted Review
Verified User
Software Version
Forest
Overall Satisfaction with Freshdesk
Before implementing Freshdesk, we used a multitude of systems, some internal and others external. They were all unfit for purpose and hampering productivity. We also had no oversight as to contact reasons and any usable data. We had to cover all channels of contact from B2C customers.
Pros
- Omnichannel combining of contact into a single location.
- Flexibility of customised apps, both marketplace and bespoke.
- Connecting multiple channels.
- Superior account management.
Cons
- While social Media is a growing aspect of the customer experience, listening and public content can not currently be incorporated and are limitations.
- We have already seen our response rate and SLA improve by over 50%.
- Agents have become more productive, doubling the average number of tickets resolved.
- Increased insights into ticket types and reasons for contact have provided the business with more transparency than ever before regarding contact reasons.
It is unknown whether CSAT will be increased as we have disabled the feature. Still, given the features of automation, rules, and AI, we theorize that we will be able to improve the customer experience notably over the next year and beyond.
Superior in every aspect—it is that simple! It offers a more flexible product, smoother UI, and, importantly, a more patient and supportive account team.
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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