Item: Freshdesk
Rating: 10
Author: Marina Torttoli

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

Freshdesk has allowed us to better manage customer inquiries. With this platform, we can easily handle their questions. The ticket system allows for automated case follow-up, and we can see who handles each customer's case. The case can also be transferred to another employee or specialized department if required. This platform gives my small problem-solving team an easier way to process all requests without getting lost, since everything is structured. We use this platform to help customers with frequently asked questions, which can easily resolve the issue. If they can't, they can contact our support team, and if a solution has been found, this can be an additional issue for the FAQs, which can be automated.

Pros and Cons

Pros

No prior experience with similar platforms is required to use Freshdesk. I found its interface to be quite intuitive, at least for the end user.
It's easy to connect with other platforms, so you can sync and manage data from other platforms because the integrations work correctly.
Freshdesk's technical support is quite responsive, with short and effective response times. They have easily handled my questions and issues.
It has tools for customizing automated chats, answering frequently asked questions before transferring to an agent. Its configuration is extensive and highly customizable.

Cons

Aministration by the administrative role is somewhat complex to configure and requires a long learning curve.
Implementation takes time, especially to adapt to the needs of each company. This can be a disadvantage if it requires a short implementation time.
There are certain differences between the desktop and mobile versions. The mobile version lacks certain tools/features that the desktop version has.

Return on Investment

We automate all the questions and concerns our clients may have, and we have countless solutions ready thanks to this platform.
It allows us to help our clients in any language with automatic translations on both sides, making it easier to provide solutions to clients and potential clients' needs.
It allows for centralized ticket-based query management, where we can apply resolutions and follow up on cases without resorting to tedious emails, all through live chat.

Implementation Rating

I'll start by emphasizing that the implementation took a long time to get everything up and running properly. I won't deny that the configuration is quite customizable, but it's extensive and requires time to get everything exactly as needed. Administrative management also requires effort, with a fairly steep learning curve that will take some time to adapt to its configuration and management. On the end-user experience side, everything is intuitive, especially if it's already configured correctly, so there's no need to go through long learning processes; rather, anyone can be capable of using Freshdesk.

Customer Satisfaction

Yes, I can confirm that AI-powered automation has improved our customer response times. A large portion of the questions and concerns we've received have been resolved without the need for a real assistant behind the chat. Instead, we've trained Freshdesk's AI based on the frequently asked questions we've generated over time.

Alternatives Considered

Atera, Zendesk Chat, Zoho Desk and Front

I use Freshdesk over other similar products I've tested because the price difference and ease of use for the end user seem to me to be the most suitable for achieving a better return on investment within my company. I also found the various AI-powered automation tools to be more optimal and automated, without having to go through long learning curves.

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

Gong, ClickUp, Zapier, Notion, Airtable, ZoomInfo Marketing, Demandbase One

Likelihood to Recommend

I recommend Freshdesk for people who need to handle a large volume of inquiries through tickets and follow-ups. This platform provides tools that will improve problem-solving efficiency, ensuring customers are satisfied with the speed with which their issues are resolved. Overall, it will optimize customer service support operations and the resolution of their problems.

Freshdesk Feature Ratings

Comments

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It helps me manage customer inquiries in one place.

Software Version