Support others easier by supporting yourself through Freshservice
March 30, 2021
Support others easier by supporting yourself through Freshservice
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Freshservice
Freshservice has been a game changer for our CRM support team. We provide 24x6 internal support to Salesforce users. With Freshservice we've been able to customise and implement a system that works exactly the way we want. Specific categories of issues, automation, SLA's, workflows. Using their incredible analytics tool we're able to chop the data up in hundreds of different ways which has helped us improve as a team, spot trending issues & deliver training to reduce our case volume for specific types of issues.
Freshservice customer service is impeccable. I've never experienced a greater customer service journey with any other vendor.
Freshservice customer service is impeccable. I've never experienced a greater customer service journey with any other vendor.
- Automation: If your work has patterns, leverage the power of their workflows to automatically assign - SLA's, categories, to a specific user, and even send back the solution response automatically.
- Analytics: amazing to visualise your data and cross reference against previous time stamps. I can see that our SLA's are going down and our case volume is increasing month on month.
- Surveys: In customer service, there's rarely commission and we usually live for the rare opportunity someone thanks us. My team have received over 200 positive survey results in Q1 of 2021 and it makes a huge difference to morale.
- Customisation: We've been able to do things Freshservice haven't with their own tool. We've literally asked them "can you do this?", they've said no and I've built a method of delivering it. The tool is as good as your capability.
- Analytics: Some inconsistencies in the data and Freshservice have acknowledged it's an issue on their side and haven't given us any idea on a resolution.
- Portal customization: It's awful. Needs to be drag and drop. Or at least make it more intuitive to create your own. You know it's complicated, when there are people selling their designs to you. HOWEVER - We contacted their support channel and they made ours for us so yeyyyy.
- A better service from my team helps drive new business and streamlines issues that could prevent us generating revenue.
Do you think Freshservice delivers good value for the price?
Yes
Are you happy with Freshservice's feature set?
Yes
Did Freshservice live up to sales and marketing promises?
Yes
Did implementation of Freshservice go as expected?
No
Would you buy Freshservice again?
Yes