Freshdesk
Freshworks Inc.External reviews
3,450 reviews
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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.
Best analytics
What do you like best about the product?
Analytics section in FD. This enhances agent & customer support
What do you dislike about the product?
The agent performance dashboard. It can be more detailed
What problems is the product solving and how is that benefiting you?
It gives a detailed analysis of customer behaviour
merch operation
What do you like best about the product?
Everything was working very softly No need any changes
What do you dislike about the product?
No need any changes it would be better to explore more things rest all fine
What problems is the product solving and how is that benefiting you?
Yes
Best industry standard product to help gain better merchant experience
What do you like best about the product?
User Friendly and Analytics option gives better insights of the agent performance.
What do you dislike about the product?
Fresh should have more optional filter with a 3D applicable filter
What problems is the product solving and how is that benefiting you?
It is solving my day-to-day ticket management and daily inflow
Freshworks Freddy AI
What do you like best about the product?
THe major tools like Freshdesk, Freshchat are all neatly integrated to solve customer problems and attain the best CSAT score. Also the features are quite simple to implement with exhaustive help articles.
What do you dislike about the product?
The one on one support is quite delayed sometimes after a query is raised. Also, the query has to be explained multiple times to different technical experts in order to get a resolution.
What problems is the product solving and how is that benefiting you?
The various channels on which we receive customer contacts on 3 channels - email, voice and chat are all combined into one single platform, also since the platform is universal, all the metrics of various channels can be studied in depth. Freshdesk reports are quite easy to implement and make a dashboard out of the same.
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
Easy and perfect to use
What do you like best about the product?
We can configure it exactly the way we want and if we need support from Freshdesk they are always really fast.
What do you dislike about the product?
Sometimes pricing schemes can be difficult to understand
What problems is the product solving and how is that benefiting you?
For our customer service we use it mainly.
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
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