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User friendly with a lot of customisations for support folks
What do you like best about the product?
The integrations between email, phone, chat, even different social medias and whatsapp is very seamless and convenient. Customer support is pretty good with Freshdesk.
What do you dislike about the product?
You require access to higher plans if you need to use some of the basic features, which is not very convenient.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us solve critical part of the business.All customer queries, issues, complaints are raised here.
There are automation rules, tags, canned responses, etc that help in speeding the resolution time and a greater customer experience.
There are automation rules, tags, canned responses, etc that help in speeding the resolution time and a greater customer experience.
Its very Good
What do you like best about the product?
Its functions showing all things in Freshdesk
Ease of Use
Ease of Implementation
Customer Support
Frequency of Use
Ease of Integration
Number of Features
Ease of Use
Ease of Implementation
Customer Support
Frequency of Use
Ease of Integration
Number of Features
What do you dislike about the product?
its sometimes very slow in funking & stuck.
What problems is the product solving and how is that benefiting you?
It helps businesses improve customer satisfaction, reduce response times, and streamline workflows through features like intelligent ticket routing, automation, and a knowledge base
Easy to use and reliable
What do you like best about the product?
Freshdesk allows users to automate repetitive tasks, set up workflows
What do you dislike about the product?
Analytics provided by freshdesk,not happy the detailing.
What problems is the product solving and how is that benefiting you?
Automation and streamlined workflows free up agents to focus on more complex issues, boosting their productivity.
Freshdesk and Freddy AI: A Game-Changer for Our Support System
What do you like best about the product?
Freshdesk offers a user-friendly experience that makes customer support much more accessible and efficient. It appears to have a straightforward setup process, allowing teams to hit the ground running without the frustration that often accompanies more complicated systems. One of the standout features of Freshdesk is Freddy AI, which has demonstrated significant value and effectiveness in composing and drafting emails for various communications and responses. We have been utilizing Freddy extensively, to the extent that it has become an essential component of our support system, seamlessly integrating with our daily operations. The weekly and monthly Freddy reports are instrumental in informing strategic decisions, providing valuable insights that guide our approach to customer support.
What do you dislike about the product?
One shortcoming which i personally encountered is the inability to open multiple tickets in separate tabs within Freshdesk. This design choice requires support agents to open several browser tabs instead of being able to manage everything within a single freshdesk window, which can sometimes hinder efficiency. Nevertheless, despite this minor drawback, overall, Freshdesk comes highly recommended for teams seeking a robust, user-friendly support solution.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to resolve customer queries. The queries are qualitative and to quantify and have it in sequence is 1 major task
Freshdesk helped in 1 go.
Freshdesk helped in 1 go.
Feedback
What do you like best about the product?
User-Friendly Interface
AI Usage
Business hours
AI Usage
Business hours
What do you dislike about the product?
Reporting Limitations
No dashboard usage in Sandbox
No dashboard usage in Sandbox
What problems is the product solving and how is that benefiting you?
Problem: Emails, chats, and social messages are spread across different platforms.
Benefit: Freshdesk unifies all channels into a single inbox, making it easier to track and respond to every issue without missing anything.
Benefit: Freshdesk unifies all channels into a single inbox, making it easier to track and respond to every issue without missing anything.
FreshDesk, the perfect system
What do you like best about the product?
Its search and classification. it has an easier interface
What do you dislike about the product?
i am not sure about the dislikes in freshdesk
What problems is the product solving and how is that benefiting you?
It has a good search and tickets optimization.
A good Customer facing Support Desk
What do you like best about the product?
SaaS based application, easy to configure, automate and orchestrate
What do you dislike about the product?
However some configuration are not customizable and reporting needs to improved
What problems is the product solving and how is that benefiting you?
Better understanding of customer issues and Customer Self Services stand-out. This also helps to tidy the entire support space, generate common FAQ
Good Value for Money
What do you like best about the product?
Freshdesk offers a clean and user-friendly interface, making it easy for agents to manage tickets efficiently.
What do you dislike about the product?
Customer support is slow and inconsistent at times
What problems is the product solving and how is that benefiting you?
Freshdesk helps us centralize and manage customer support inquiries across multiple channels in one place. It improves team collaboration, ensures accountability through ticket tracking, and reduces response times with automation and SLA management. This leads to better customer satisfaction and more efficient internal workflows.
Freashworks has been extremely instrumental in increasing agent level productivity.
What do you like best about the product?
Freshworks helped us to perform customer support via emails, calls, and chats on a single platform with automation capabilities.
What do you dislike about the product?
AI can be better to provide a better approach to new users.
What problems is the product solving and how is that benefiting you?
It has helped our agents to interract with customer via emails, calls, and chats all in 1 platform.
Freshdesk is a cost effective solution
What do you like best about the product?
Freshdesk is easy to implement, allows for streamlined inegration and is userfriendly.
What do you dislike about the product?
The SLA's can not be admended to suit the business.
What problems is the product solving and how is that benefiting you?
Allows for effective communication across the business.
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