Customer Support: Faster and Better
December 14, 2024
Customer Support: Faster and Better
Score 9 out of 10
Vetted Review
Verified User
Software Version
Estate
Overall Satisfaction with Freshdesk
We are using Freshdesk to manage the complete customer support system.
From the time a customer writes an email to us asking for help, gets a ticket created for the same, gets the ticket assigned to an agent who has the bandwidth, and then the resolution of the issue by the agent and marking it as resolved, Freshdesk does it all
From the time a customer writes an email to us asking for help, gets a ticket created for the same, gets the ticket assigned to an agent who has the bandwidth, and then the resolution of the issue by the agent and marking it as resolved, Freshdesk does it all
Pros
- Ticket Creation & Assignment to the agent who is free
- Agent Operations Management & Task Management
- Reporting on the issues that customers have been facing and how we are resolving those inc the time taken to resolve
- Collecting feedback on issues resolved by customers
Cons
- The current analytics capabilities of Freshdesk are limited and if I have to get insights, data needs to be downloaded and manual efforts are needed
- Auto escalation of tickets which are not getting resolved in time is not very effective
- There is no auto sentiment check that is happening based on the conversation between the customer and the support agent
- Reduced time to issue identification
- No misses in aligning issues to agents
- Better TAT to solve issues
We are primarily using email or chat only to reach out to customers.
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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