I used Freshdesk for communication with the clients, such as real-time chats. Freshdesk provides integration with apps like WhatsApp.
Freshdesk
Freshworks Inc.External reviews
3,449 reviews
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Transformed our customer support and an improvement on other systems which implemented before
What do you like best about the product?
Integrated phone call system is one of the key reasons we purchased Freshdesk and Freshcaler. There are also lots of time-saving featues, easy to configure automations, and plenty of good add-ons apps. I've implelented Jira Service Desk, Hornbill, and others before, and although implementation consultancy could have been better, once live, it transformed our ability to monitor how we are delivering to customers, and enabling a global team to work on the same software product support tickets together. We specified a custom app to integrate with our product development team's Jira, and now Freshdesk have released an app which does the same thing!
During evaluation it beat ServiceNow on some criteria, and over all the evaluation scores came out similar, but Freshdesk/Freshcaller much better v alue for money
During evaluation it beat ServiceNow on some criteria, and over all the evaluation scores came out similar, but Freshdesk/Freshcaller much better v alue for money
What do you dislike about the product?
A number of minor dislikes e.g. it's not possible to create a report which mixes ticket, CSAT, and Freshcaller phone stats. Some ticket view columns can't be resized, agents can't be shown without Group, we had to use some workarounds to achieve what we needed to for SLAs.
What problems is the product solving and how is that benefiting you?
Enabled SLA management for different products, geographies, tiers, and has meant that we are achieving solving customers issues within SLA nearly 100% of the time :-)
Organizes Issues Via Ticketing
What do you like best about the product?
It is a great ticketing tool that makes sure concerns are addressed in a timely manner.
What do you dislike about the product?
Additional metrics or data availability can help improve data analytics.
What problems is the product solving and how is that benefiting you?
It makes attending to customer issues done in a timely manner with the help of prioritization via SLAs
Freshdesk CoPilot (Freddy AI)
What do you like best about the product?
Freshdesk is user-friendly and consolidates all tools on one platform. Freddy AI is especially useful for grammar checking, tonal adjustments in emails, paraphrasing, and summarizing chat or email interactions.
What do you dislike about the product?
The ticket properties, it needs to be improve to provide better documentation.
What problems is the product solving and how is that benefiting you?
Freshdesk resolve the following for us:
> Collaboration we can see all interactions with customer in a single ticket which improved productivity and customer experience
>Easy email creation and documentation because of Freddy AI
> Collaboration we can see all interactions with customer in a single ticket which improved productivity and customer experience
>Easy email creation and documentation because of Freddy AI
Improved our Customer Support Process
What do you like best about the product?
The ability to have collaborators have been a huge benefit in our transition over to Freshdesk.
What do you dislike about the product?
Wish there were more options to learning of its capabilities. Wish the Salesforce integration was cleaner. Wish there was more flexibility with sending emails from different email addresses. Easier way to merge tickets would be helpful too.
What problems is the product solving and how is that benefiting you?
Connecting multiple platforms, viability, keeping our response times honest, and history of communications
Quick and easy customer success platform with key features
What do you like best about the product?
Canned responses are critical to our customer success team. Because of canned responses and keyboard shortcuts, we're able to respond to hundreds of tickets per day, per agent.
What do you dislike about the product?
I find it incredibly frustrating that admins can't use the ai tool as an add on, in communications with customers. When responding to a customer complaint, I'd like to have the option to enhance tone and expand text all from within FreshDesk. Instead I have to use ChatGPT. I'd gladly pay the add on fee for this feature but can't because I am the account admin.
What problems is the product solving and how is that benefiting you?
We do not have freshdesk set up to solve any issues.
Very clean and easy to use software, easily adaptable by everyone!
What do you like best about the product?
The UI/UX and easy to use features which makes it easy to multitask
What do you dislike about the product?
If couple of features can be more customised
What problems is the product solving and how is that benefiting you?
Engaging with customers and have a proper customer support mechanism
Freshdesk is a nice tool to manage our customer service experience
What do you like best about the product?
Easy to use and understand. The layout is helping a lot to understand how everything works
What do you dislike about the product?
When Im switching between 2 different languasges i have to go to the settings etc. Would love to be able to have a button to change the language quicker
What problems is the product solving and how is that benefiting you?
Keep track of Customer replies and able to filter and sort out different inquiries
Good
What do you like best about the product?
Freddy Co-Pilot and the summarise feature is really good. Has really made a difference to the quality of our customer notes. Really good AI
What do you dislike about the product?
Some basic things that you would expect simply arent available. For example, once you combine tickets, it's impossible to unmerge/unlink.
What problems is the product solving and how is that benefiting you?
Customer Service CRM
Facilitates real-time chats with clients and provides integration with other applications
What is most valuable?
What needs improvement?
The solution's inbound calls could be improved.
For how long have I used the solution?
I have been using Freshdesk for less than one year.
What do I think about the stability of the solution?
I haven’t faced any issues with the solution’s stability.
What other advice do I have?
We performed customer interactions, including chats and ticketing with Freshdesk. I would also do a few outbound calls. I would passively recommend Freshdesk to others because I have not used Freshdesk that much.
The solution's multichannel support feature is good and time-bound. The response resolution time is also good because of the multichannel support feature. Some clients raise their concerns through WhatsApp, and others send emails, both of which are integrated with Freshdesk. You can capture all those conversations and tickets and merge them as one. This would be easy because of the multichannel support feature in Freshdesk.
Overall, I rate the solution eight and a half out of ten.
Easy To Implement
What do you like best about the product?
I like the customization of the helpdesk dashboard, ease of use, and minimalist interface and the loadtime is considerably fast.
What do you dislike about the product?
I don't like that the scenario automations doesn't always work. I would like the same scenarios to display on every dashboard and give every agent access to the same canned responses. The analytics is a little bit of a steep learning curve.
What problems is the product solving and how is that benefiting you?
Resolving complaints fast, and creating a thread that allows our company to go back and investigate the agents resolutions.
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