Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Tracking requests made easy
What do you like best about the product?
We were looking for a solution to track reasons for inquiries to our customer service groups around the world. Freshdesk has made that easy and cost effective. Since adopting Fresdesk we have integrated with other systems to make Freshdesk the primary place our team spends their time, every day.
What do you dislike about the product?
We have had a few issues with getting new features up and running, at times, but support has been good to help us work through the difficulties we have experienced.
What problems is the product solving and how is that benefiting you?
Using to track reasons for inquiries from customers.
It was great experience
What do you like best about the product?
It is beneficial and Good also helpful .
What do you dislike about the product?
Nothing about helpdesk we like to work on this
What problems is the product solving and how is that benefiting you?
Artificial intelligence (AI) and chatbot capabilities.
fast and effiecient
What do you like best about the product?
Freddy AI now tracks reduced response/resolution times and improved CSAT scores,- Agents receive ticket updates across web and mobile platforms, ensuring no ticket goes unnoticed
What do you dislike about the product?
The system’s capabilities for managing inbound calls are considered basic and could be more robust.
Users want more flexibility in generating and scheduling reports based on agents, ticket types, or response times
Limited visibility into subscriptions, invoices, and support history, Some users find the interface too plain and would appreciate more visual customization options to improve user experience.
Users want more flexibility in generating and scheduling reports based on agents, ticket types, or response times
Limited visibility into subscriptions, invoices, and support history, Some users find the interface too plain and would appreciate more visual customization options to improve user experience.
What problems is the product solving and how is that benefiting you?
fast email service, easy communication with customer
Five star experience
What do you like best about the product?
Having easy access to daily, weekly, and monthly reports and databases allows me to track agent performance effectively. This helps me identify and address any agents who are underperforming.
What do you dislike about the product?
The ticketing system needs automation because agents are currently manually reviewing tickets that resemble each other. Automating this process to merge similar tickets would save time.
What problems is the product solving and how is that benefiting you?
Freshdesk captures the inputs added by agents in the ticketing system, which helps us track their daily performance and easily identify any errors made by the agents.
Good
What do you like best about the product?
Excellent and easy to find all the required details
What do you dislike about the product?
There is nothing such that can be disliked.
What problems is the product solving and how is that benefiting you?
Easy to fetch customer details and conversation
Fresh Desk Feedback
What do you like best about the product?
How Smooth it is , Multiple tickets can be created here
What do you dislike about the product?
Can not get bulk deleted tickets data , In case needed for investigation
What problems is the product solving and how is that benefiting you?
It is helping us communication customer easily , creating tickets and let us follow up on tickets with cordinating internally
Efficient and user friendly (good choice for time management)
What do you like best about the product?
there has been new changes like new ui for contacts and companies, phone number validation and expanded contact fields (up to 10 phone numbers), ai powered suggestions and automation helpers for agents
What do you dislike about the product?
the performance only for now it needs to have faster load times under heavy usagee
What problems is the product solving and how is that benefiting you?
It solves real time management and makes tasks much easier.
Explore the Benefits of Freshworks Customer Service Suite
What do you like best about the product?
Freshworks Customer Service Suite is one of the heavy hitters in the packed customer service software market. There are plenty of good reasons you might choose Freshdesk: it offers a simple user interface, versatile feature set and is backed by excellent customer service. There is still room for improvement, advanced analytics and customization are two areas that require more work but the entire package has been working very well. Whether you are looking for an all-purpose or dependable customer service, Freshworks is a something to ponder about.
What do you dislike about the product?
Freshworks Customer Service Suite offers many benefits but there are still a couple of areas where the platform might not work out for some customers : In general, Freshworks Customer Service Suite is a comprehensive solution that should work well for most businesses — but these areas might be even more crucial to you individually in your particular use case.
What problems is the product solving and how is that benefiting you?
Freshworks Support Suite resolves a number of issues in customer service management and offers several advantages to users. Freshworks Customer Service Suite solves the issues mentioned in this article which, when managed effectively can be beneficial and aids customer service management for any business / organisation leading to increased efficiency among support teams, higher levels of satisfaction from customers and a better performance overall.
Great CRM to use
What do you like best about the product?
One of the best CRM to view and maintain leads and folloup with customers on timely basis. Merge features adds up to the joy of single door customer details access under one single ticket. To do feature helps with timely response to all action needed.
What do you dislike about the product?
Sometimes multiple tickets gets generated which is a bit inconvenience.
What problems is the product solving and how is that benefiting you?
Freshdesk helps in managing the customer details, handle all the mails and communicae with customer on a timely basis. Well organised CRM platform.
Great experience on usage
What do you like best about the product?
It's very transparent and user friendly. Easy to access and find the insights.
What do you dislike about the product?
Unable to fetch who's the available agent and who turned ON their availability.
What problems is the product solving and how is that benefiting you?
It plays a major role to get interacted with our customers and to fetch the history of the interactions and communications.
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