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Freshdesk Review
What do you like best about the product?
Freshdesk has a very easy to use UI and its really easy to use. Has plenty of features that a high contact contact centre needs. It integrates with the majority of our additional tools and systems.
What do you dislike about the product?
As its relatively new compared to competitiors, there are some features that its still missing but this is changing since the start of implementing AI.
What problems is the product solving and how is that benefiting you?
Give good, quick and reliable customer service amongst all our agents.
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Best Ticketing Service
What do you like best about the product?
The application is easy to customize to fit your business needs and user friendly.
What do you dislike about the product?
Nothing the system has been working well for us
What problems is the product solving and how is that benefiting you?
Our customer service has improved since we started using Freshdesk and there's proper visibility on what our resources are working on and types of trends and we can see our trends
Working as software engineer. Currently using Fresworks to improve CRM tool
What do you like best about the product?
Provide end to end solution for Customer Support
Ease of Use
Ease of Use
What do you dislike about the product?
Some times custom support are not avaiable like we have faced once we required timestamp of each callback that was not avaiable at that movement which has caused fews bugs in our system
What problems is the product solving and how is that benefiting you?
it helps our agent to connect with customer.
If you are looking for a tool with no much tech experience on your side - Go for Freshworks
What do you like best about the product?
Been a tool which is use intuitive and helps with assisting our support teams very well. They have been responsive for our questions and implementation has been very easy.
What do you dislike about the product?
Need more support when it comes to showcasing new features which are getting rolled out. We usually think that the full potential of Freshworks aren't been explored by us yet!
What problems is the product solving and how is that benefiting you?
We are able to solve the tickets with the one view approach. Ease of integration has helped us to get data from other systems. It has been that one tool which provides us dashboards which we need.
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
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