Item: Freshdesk
Rating: 10
Author: Shyamal Majhi

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

Freshdesk is being used, chats, customer email interactions in both Ecommerce and retail. However, the challenge that I face is when replied on customer email we have to go the dash board for the next ticket to work upon, rather one should automatically go the next ticket. Secondly the data down load should be easy to track.

Pros and Cons

Pros

Ticketing solution
Alert when data is ready to be dowloaded
Disposition options for ticket
Implementation with the calling CRM

Cons

Data Download steps
Auto move to new pending tickets
Office timing notification to customer
adding email to "Send To"

Return on Investment

Ticketing solution
Auto response post and email is sent
Implementations availability

Implementation Rating

Easy to use, proper communication channel, data availability, proper disposition of the tickets. availability of the support team in case of changes required. Allocation of the tickets to the agents and individual logins. Daily activity and TAT assigned to each tickets making easier for the process function. Implementations of the other tools making the life of agents easy in establishing communication channel with the customers

Customer Satisfaction

Yes, the Omni Channel customer support suite and AI generated tools have significantly reduced manual work, hence making the agents work easy and leaving a positive impact on the customer. The AI powered options, one can easily take the benefit of implementing the other CRM and OMS tools, giving the user a access to the past interaction and helping the agents with the possible solutions.

Alternatives Considered

Zoho CRM and OneDirectory

Freshdesk has the edge, because of the easy user interface, data download, implementation options, One access for chats, calls, WhatsApp Business and emails. Segregation of tickets as per the respective department. Dashboard availability for each department, checking the pendency, active tickets, TAT, priority of tickets, agent wise ticket count, agents productivity and easy creation of CRM report.

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?

Yes

Did implementation of Freshdesk go as expected?

Yes

Would you buy Freshdesk again?

Yes

Other Software Used

C-Zentrix Contact Center, Unicommerce

Likelihood to Recommend

For quality and training purpose, merging options of old tickets, the page shows if there is any duplicate emails. Tracking of old tickets in case of validation. Implementation options with other CRM tools such as calling CRM, WhatsApp business, besides that implementation of ORM tools and other financial applications, making easier for customers and agents establishing proper communication channel.

Freshdesk Feature Ratings

Using Freshdesk

Users and Roles

15 - Customer Service, chats, Grievances for customer interactions. Grievances Redressal, returns, refunds and shipment related queries. For chats for live interactions with customers for Pre order and post order queries for online and stores.

Support Headcount Required

16 - Customer Service, Post order, pre order shipping details, refund, online and retail queries, internal emails. Chat support for online orders

Business Processes Supported

Customer Communications
Ticketing solition
Chat inquiries
Integrated with calls

Innovative Uses

Integration with payments
Chats
Calls
Logistics

Future Planned Uses

WhatsApp business integration
Linking with internal communications
Internal ticketing solutions

Likelihood to Renew

Easy user interface, dimple integration with calls

Evaluating Freshdesk and Competitors

Products Replaced

Yes - Zoho snd onedirect. Easy user interface, best ticketing solution. Data accessibility for training and development.

Key Differentiators

Cloud Solutions
Scalability
Integration with Other Systems
Ease of Use

Inegration with internal and other softwares for easy customer satisfaction

Evaluation Lessons Learned

Simplified solution, easy to adapt making users easy handling

Freshdesk Implementation

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

Change Management Lessons

Change management was minimal

Implementation Issues

Freshdesk Training

Training Types Used

Online Training
In-Person Training
No Training

In-Person Training

Support Team's knowledge and understood the company's requirement, and always shared the insight of the usage of the tool to it s full potential, moreover the team checks periodically to check if we using the tool right and if we are facing any kind of challenges. Also they would update us on new features that can make the work easy.

Online Training

Video tutorials, questions answers round before and after testing and Fresh desk team would always share best practices on the needs. Furthermore would periodically check if we are able to work smoothly. Would send alerts to known any issues, send recommendation on new features. Freshdesk team always available when we need certain advise.

Ease of Freshdesk Training

Yes, the training covered every aspects of the tool and that can helps both the agents and management for best customer experience. The training covered complete usage of the tools, benefits, usage, and making the customer journey easy. Freshdesk team showed immense patience during the training and would first the understand the user knowledge and accordingly helps the training

Configuring Freshdesk

Product Configurability

No such issues faced

Configuration Lessons

Now your business and customer base, as every aspects of company requirements are available moreover customization too is available

UI Customization

Yes - we have customized the interface extensively - Very easy, support team's immense knowledge made it easy

Extensibility and Customization

Yes - we have added extensive custom code - Bulk notifications for sales promotion

Additional Customization Considerations

Alerts on Order, process and shipment, returns and refunds

Freshdesk Support

Support Rating

Support Team have been very supportive from integrations days and still in Production. Easy to connect when needed help with any update bug fixation, multiple channels availability 24 ×7.

Freshdesk Customer Support Pros and Cons

Pros	Cons
Quick Resolution Knowledgeable team Kept well informed Immediate help available Support cares about my success	Poor followup Problems left unsolved Escalation required Need to explain problems multiple times Slow Initial Response

Premium Support

Yes, the Freshdesk team understood the business requirements and accordingly suggest the tier, moreover gave us 3 months charge free to adaptbto premium package

Bug Resolution

Yes - Notification message to customer with surveys, when merging duplicate tickets, customer used to get confused as their queries unanswered. Gave live demonstration to support team and it was resolved within 24 hours

Exceptional Examples of Freshdesk Support

During the integration and testing phase we identified 3 few upgrades, which were not part of the package, however available in the system, when shared, Freshdesk understood and added the feature without any charges, hence making our service customized

Using Freshdesk

Usability

I would rate it best in the industry as easy adaptability.

Usability Pros and Cons

Pros	Cons
Like to use Easy to use Well integrated Quick to learn Feel confident using	Unnecessarily complex Requires technical support Inconsistent Cumbersome Lots to learn