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FreshDesk - Professional, Caring and Innovative Partners
What do you like best about the product?
Freshdesk helpdesk functionality is flexible and accommodating to nearly all business processes. Rule writing and automation is easily configured and managed through the admin portal. Reporting is made easy through their new report portal with critical KPI measures easily visualised to make important business decision on the fly. The system is made fun for customer service teams by the "gamification" model and has largely contributed to important internal competition and drive within our team.
What do you dislike about the product?
* Needs the ability to retrieve emails (if an email has been sent to the wrong customer or with sensitive information accidentally) as you would in outlook.
* Needs the ability to drag and drop attachments into ticket responses without needing to "browse". Would speed up processing of tickets and ease of use.
*Custom Dashboard views would be an improvement as well.
*Ability to search for a contact or customer in the "Contacts" portal rather than scrolling through the alphabetical list.
* Needs the ability to drag and drop attachments into ticket responses without needing to "browse". Would speed up processing of tickets and ease of use.
*Custom Dashboard views would be an improvement as well.
*Ability to search for a contact or customer in the "Contacts" portal rather than scrolling through the alphabetical list.
What problems is the product solving and how is that benefiting you?
We handle roughly 3000-4000 tickets a month with varying degrees of complexity. Having Freshdesk we are able to take, direct and distribute these to the appropriately skilled groups and individuals to ensure our customers get the quickest and highest quality responses. Freshdesk also resolved an escalation issue we had before moving to this platform, now any task that breaches our SLA times is immediately flagged to the agent and the manager resulting in little to no customer complaints and increased customer satisfaction.
Recommendations to others considering the product:
Make the move, it is cost effective, adaptable and always improving.
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Freshdesk is an amazing tool to help us deliver the best customer service!
What do you like best about the product?
Freshdesk allows us a lot of customization. We have created all sorts of email templates, which allows us to deliver a consistent message to our customers. We also love the dashboard and gamification aspect of Freshdesk. We get a great quick overview from the dashboard and the gamification aspect motivates our employees.
What do you dislike about the product?
I don't really dislike anything, because we have made several suggestions that have been implemented. One thing that I would still like to change would be an easier way to set the rules for dispatching tickets automatically. Right now you have to be really aware of the order of the rules because some rules override others.
What problems is the product solving and how is that benefiting you?
We are able to quickly respond to our customers with a consistent message. We currently have a 95% customer service rating!
Not sure how we would manage our support desk without Freshdesk!
What do you like best about the product?
Clean, easy to use and find what you are looking for. I like the option to have customers rate their satisfaction with their responses as well.
What do you dislike about the product?
There isn't anything I have an issue with.
What problems is the product solving and how is that benefiting you?
Keep all tickets organized and streamlined.
Freshdesk is a Lifesaver!
What do you like best about the product?
The portal is intuitive and we were able to be up and running on the site in a very short amount of time. It makes all of our customer support efforts more visible, whereas before when we were using individual email accounts and phone numbers, we had no actual picture of our customer's needs and the speed with which we responded to them. The software allows us to move forward in our efforts towards customer service excellence!
What do you dislike about the product?
Oddly enough, at times the customer support offered by Freshdesk has been wanting. We have had experiences where it seemed as if our question wasn't being understood, but there wasn't a desire to dig deeper and determine where the communication issue was occurring.
What problems is the product solving and how is that benefiting you?
We were having issues identifying exactly how we were doing when providing support to our customers and we weren't sure that all team members were pulling their own weight. We also previously had to have customers assigned to a specific employee and the software allows us to be more collaborative in our customer service efforts.
Professionnalisation et digitalisation du support client
What do you like best about the product?
Mes 3 fonctionnalités préférées : le reporting - la gamification - les SLA
La gamification est une fonctionnalité qui est très populaire au sein de l’équipe et qui motive tout le monde à travailler plus efficacement. Les fonctionnalités de rapports détaillés et de gamification de Freshdesk permettent aux agents de mesurer et suivre leur activité d’assistance mais également de contrôler l’efficacité du système dans son intégralité.
Le support multicanal et la facilité d’utilisation ont également été déterminants dans notre choix de la solution.
La gamification est une fonctionnalité qui est très populaire au sein de l’équipe et qui motive tout le monde à travailler plus efficacement. Les fonctionnalités de rapports détaillés et de gamification de Freshdesk permettent aux agents de mesurer et suivre leur activité d’assistance mais également de contrôler l’efficacité du système dans son intégralité.
Le support multicanal et la facilité d’utilisation ont également été déterminants dans notre choix de la solution.
What do you dislike about the product?
- Je souhaiterais avoir plus d'options avance pour la partie "Enquête de satisfaction clients" avec la possibiliter de demander en fin de mois si le client est satisfait "globalement" du service (NPS)
Autre point à améliorer, les explications du pourquoi et comment, lorsqu'un ticket n'a pas été ou a été mal redirigé vers un agent.
Autre point à améliorer, les explications du pourquoi et comment, lorsqu'un ticket n'a pas été ou a été mal redirigé vers un agent.
What problems is the product solving and how is that benefiting you?
Avant, les agents du support client géraient les tickets entrants (entre 95 et 100 tickets par jour depuis les fonctions financières et administratives jusqu’aux commerciales et informatiques) via Outlook ou par téléphone. Ce système obsolète les empêchait d’intégrer ces différents canaux sous un seul et même domaine. Les agents faisaient face à une insatisfaction récurrente client dûe au manque de suivi des demandes support.
Durant la phase de test de Freshdesk, nous avons pu exploiter la puissance de l’outil et ses fonctionnalités en s’appuyant sur un portail web. Celui-ci, entièrement personnalisable, a immédiatement attiré notre attention.
Bénéfices :
Un outil unique, un seul point d’entrée pour gérer le support à travers différents canaux. Les agents suivent mieux leurs clients provenant de différents départements, en leur donnant des réponses rapides.
Les SLAs déployés en utilisant Freshdesk ont facilité leur travail et augmenté leur productivité. En effet, ils ont réussi à 95% à étendre leur support client en répondant plus rapidement aux tickets à l’aide de ces SLAs.
Freshdesk aide les agents de Bridgestone à intégrer des questionnaires de satisfaction dans leurs conversations avec les clients, afin de mesurer leur satisfaction.
Durant la phase de test de Freshdesk, nous avons pu exploiter la puissance de l’outil et ses fonctionnalités en s’appuyant sur un portail web. Celui-ci, entièrement personnalisable, a immédiatement attiré notre attention.
Bénéfices :
Un outil unique, un seul point d’entrée pour gérer le support à travers différents canaux. Les agents suivent mieux leurs clients provenant de différents départements, en leur donnant des réponses rapides.
Les SLAs déployés en utilisant Freshdesk ont facilité leur travail et augmenté leur productivité. En effet, ils ont réussi à 95% à étendre leur support client en répondant plus rapidement aux tickets à l’aide de ces SLAs.
Freshdesk aide les agents de Bridgestone à intégrer des questionnaires de satisfaction dans leurs conversations avec les clients, afin de mesurer leur satisfaction.
Easy to use and effective
What do you like best about the product?
Freshdesk is easy to use and manage for our small support team. We can create and tag tickets easily. It has tremendous capabilities if we want to use it for more ticketing automation. It allows us to forward in requests and it figures out who the requester is with remarkable efficiency, which helps us greatly for billing. The pricing options start at free and then move up at reasonable rates.
What do you dislike about the product?
Like all support products, it is "clicky" for manual ticket entry. There are different pricing options and all team members need to be at the same level.
What problems is the product solving and how is that benefiting you?
Improves capture of tickets and billable time tracking
Recommendations to others considering the product:
Freshdesk has good integration with other cloud vendors; it is competitive with ZenDesk and other support tools. The overall value is there if other tools are not deeply embedded.
Smart, stable, easy to customize!
What do you like best about the product?
Manage tickets easily, split between agents on the fly, and build your knowledge base. Being able to control which types of client users have access to certain articles in the knowledge base is also excellent.
What do you dislike about the product?
Ticket status assignment is a bit tricky, and a little on the rigid side. Watch for automatic ticket status update settings, as these settings can sew confusion that is very hard to track down.
What problems is the product solving and how is that benefiting you?
We had a hard time managing open issues and client expectations before Freshdesk. Being able to manage all open issues by client, assign tickets directly to technical agents, and use Supervisor and other tools in the Freshdesk suite to provide oversight allowed us to scale our company 3x over one year.
Recommendations to others considering the product:
If your development team is using an agile software solution such as Jira, build your help desk to streamline with your dev team. If they are using something less developer-centric, like Trello, Freshdesk provides an essential function that can make a massive difference.
Adequate features and price levels for our needs
What do you like best about the product?
Freshdesk offered us a very cost effective, powerful platform to deliver a help desk/solutions knowledge base to our customers around the world, 24/7. With multiple levels of service and pricing, Freshdesk has one of the most competitive offerings on the market. The ability to add canned responses for repeat questions allows us to save time on the phone by directing customers to accurate, already written responses with pictures and instructions. This alone has saved significant time in repeating of tasks. The number of different support channels powered by Freshdesk is very impressive, and the ability to manage all levels of support from one centralized dashboard offers streamlined convenience for many businesses. Also, the ability to grow and scale as your needs change is very nice.
What do you dislike about the product?
The initial setup can be slightly complicated until you tweak the settings to exactly how you want it. Ticket assignment rules, etc. could be slightly more intuitive. The layout of pages, etc. is not quite as easy to manage as I had hoped, but once you get the feel for it it isn't too bad. The customization could be a little better, and the look could be a little more "fresh."
What problems is the product solving and how is that benefiting you?
Customer support, knowledge base, help desk. Centralized management of customer support issues. Time savings vs on the phone support, less repeated support queries.
Recommendations to others considering the product:
Compare the pricing and product levels of Freshdesk to the closest competitor, much more bang for your buck.
Love FreshDesk
What do you like best about the product?
Easy to configure, Easy to use, GUI is great, Many functionnality, good price
What do you dislike about the product?
The "multiple product"/"multiple customer portal" is not easy to understand. I needed a feature like this so this feature is absolutely great and awesome but it took time for me to understand how it really works
What problems is the product solving and how is that benefiting you?
Customer service, Share knowledge between employees (KB article), centralize info, etc...
Decent for the Money but Buggy and Glitchy
What do you like best about the product?
Price is attractive. Has a good set of basic features, and they add more consistently. They try to provide support.
What do you dislike about the product?
I always get the sense that Freshdesk barely has control of the app. Call in for support, and it seems like this is a person start-up. Nobody knows what's going on, and they promise fixes but never follow through. The integrations do not work as described, and our developers found all sorts of bugs in the code and documentation. You get the sense that they are trying to 'check the box' on as many features as possible w/o getting them all to work flawlessly.
The app also has some design flaws. For example, one of the main uses for an employee is to look up a contact or company records. But Freshdesk hides the search bar behind a button forcing users to click on a small button to open the search bar. There are many quirks like this.
The app also has some design flaws. For example, one of the main uses for an employee is to look up a contact or company records. But Freshdesk hides the search bar behind a button forcing users to click on a small button to open the search bar. There are many quirks like this.
What problems is the product solving and how is that benefiting you?
We can operating our support center at a very low cost given the set of functionality. I am hopeful that Freshdesk will keep improving the app so we can grow with it. But at this point its better for a 1-10 employee company than a 25-100 person company.
Recommendations to others considering the product:
Test it out before converting.
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