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Effortless Ticket Management and Enhanced CSAT with Freshdesk
What do you like best about the product?
The platform makes it incredibly easy to manage a high volume of tickets, especially during peak seasons. Features like canned responses, SLA management, and the ability to customize workflows have streamlined our operations, saving us countless hours. The self-service options, such as the knowledge base and chatbot integration, have empowered our customers to resolve their issues independently, resulting in a noticeable 15% reduction in L1 queries. Additionally, the robust analytics and reporting tools provide actionable insights, helping us make data-driven decisions to improve overall support performance.
What do you dislike about the product?
Enhancements to make the interface even faster and more flexible would make it an even better tool for scaling during high-demand periods.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us address several critical customer service challenges:
Managing High Ticket Volumes: During peak seasons, Freshdesk allows us to seamlessly handle a 25% increase in ticket volume without compromising response or resolution times. The automation features, such as ticket routing and canned responses, ensure efficient workload distribution.
Improving Customer Satisfaction: With Freshdesk’s self-service portals and chatbot integration, we’ve empowered customers to resolve issues independently, resulting in a 15% reduction in L1 queries and consistent CSAT scores above 80%.
Streamlining Operations: The platform has simplified ticket management with features like SLA tracking, priority settings, and unified communication channels, improving our agents’ productivity by 20%.
Providing Actionable Insights: Freshdesk’s analytics and reporting tools give us a clear view of performance metrics, helping us identify bottlenecks and optimize processes to enhance customer experience.
Overall, Freshdesk has not only improved our operational efficiency but also strengthened our ability to deliver exceptional customer service.
Managing High Ticket Volumes: During peak seasons, Freshdesk allows us to seamlessly handle a 25% increase in ticket volume without compromising response or resolution times. The automation features, such as ticket routing and canned responses, ensure efficient workload distribution.
Improving Customer Satisfaction: With Freshdesk’s self-service portals and chatbot integration, we’ve empowered customers to resolve issues independently, resulting in a 15% reduction in L1 queries and consistent CSAT scores above 80%.
Streamlining Operations: The platform has simplified ticket management with features like SLA tracking, priority settings, and unified communication channels, improving our agents’ productivity by 20%.
Providing Actionable Insights: Freshdesk’s analytics and reporting tools give us a clear view of performance metrics, helping us identify bottlenecks and optimize processes to enhance customer experience.
Overall, Freshdesk has not only improved our operational efficiency but also strengthened our ability to deliver exceptional customer service.
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Freshdesk the way forward for CS
What do you like best about the product?
01. All Automations
02. Knowledge base
03. Execute Scenarios
04.
02. Knowledge base
03. Execute Scenarios
04.
What do you dislike about the product?
01.AHT is only calculative of time spend on a ticket details page.
02. In Time trigger automations Adding a note or addition of Webhook is not available.
02. In Time trigger automations Adding a note or addition of Webhook is not available.
What problems is the product solving and how is that benefiting you?
01.Freshdesk has helped us in lot many ways in terms of handling the high and unexpected inflows.
02.We have integrated custom mailboxes so that all the customer queries can land into freshdesk inbox and team can work on them accordingly without delay.
03. Ussing freshdesk automations we are able to hadnle 25% of our daily inflow without an agent intervention.
02.We have integrated custom mailboxes so that all the customer queries can land into freshdesk inbox and team can work on them accordingly without delay.
03. Ussing freshdesk automations we are able to hadnle 25% of our daily inflow without an agent intervention.
Makes it easier to keep a track of productivity and easy to check real-time productivity
What do you like best about the product?
All kind of actions taken in a particular ticket. It gives a clear picture to take further action
What do you dislike about the product?
Any change in ticket fields impact all the groups. It should be limited to a group where changes are required
What problems is the product solving and how is that benefiting you?
It is hepful in communicating to the customer through emails. Keeping a track of productivity and each action of the particular ticket
Highly recommended for teams looking for a smart, user-friendly chat solution!
What do you like best about the product?
We’ve been using Freshchat for a month now, and we’re thrilled with how it has streamlined our team’s communication processes. The standout features for us have been the automatic assigning, which ensures queries are routed to the right person without any delay, and the translation capabilities, which make it so easy to connect with customers across different languages.
The onboarding process deserves a special mention—it’s incredibly well-structured and designed to set up your team for success from day one. It’s clear that a lot of thought went into making the platform intuitive and easy to use, even for those who are new to such tools.
Freshchat has significantly improved our team’s efficiency and customer engagement.
The onboarding process deserves a special mention—it’s incredibly well-structured and designed to set up your team for success from day one. It’s clear that a lot of thought went into making the platform intuitive and easy to use, even for those who are new to such tools.
Freshchat has significantly improved our team’s efficiency and customer engagement.
What do you dislike about the product?
No dislikes at the moment, everything’s great!
What problems is the product solving and how is that benefiting you?
Freshdesk solves communication barriers with auto translation, making it easy to connect with guests in their preferred language. Its user-friendly interface ensures our team can navigate effortlessly, enhancing productivity. Plus, the ability to have direct contact with guests streamlines support, improving customer satisfaction and team efficiency.
Review about Freshwork CRM
What do you like best about the product?
I like the analytics part it helps maintaining the operations and SLA like RT FRT.
What do you dislike about the product?
The intelling assign feature doesn't work always. It impacts overal average SLAs.
What problems is the product solving and how is that benefiting you?
Keep maintaing SLAs. Provide fast and quick resolution to customers via chat. With the help of data we were able to improve our operations.
Freshdesk review
What do you like best about the product?
Chat bot support, automation, tickets customization flexiablity
What do you dislike about the product?
Customer satisfaction survey, analytics.
What problems is the product solving and how is that benefiting you?
Tracking customer contact reasons and deflecting incoming customer contacts.
it benefits the business with knowing why customers need to reach out to customer service and what are the challenges they are facing, this helps with creating solutions to tackle the customer shopping experience
it benefits the business with knowing why customers need to reach out to customer service and what are the challenges they are facing, this helps with creating solutions to tackle the customer shopping experience
FD and its automation
What do you like best about the product?
Automation which help to keep our customers connected with us
What do you dislike about the product?
Reply or forward option should me more simplar
What problems is the product solving and how is that benefiting you?
It is helping us to keep our customers connected
Streamlined Customer Support
What do you like best about the product?
We recently launched our SAAS platform and needed an easy way to manage user helpdesk tickets as well as additional features such as online chat and online documentation center for self-help. Aside from very competitive pricing compared to alternatives, initial setup was very easy.
What do you dislike about the product?
In order to really get the most out of the platform, it takes quite some time to properly configure everything. It's intuitive to do (in most instances) but definitely takes some integration forethought.
What problems is the product solving and how is that benefiting you?
Freshdesk is solving several critical challenges we faced in managing customer support. It centralizes all customer inquiries across multiple channels—email, chat, and social media—into a single platform. The automation features, such as ticket routing and SLA management, ensure that our team can focus on resolving issues rather than handling repetitive tasks.
We are also utilizing self-help documentation center for our application, allowing customers to search for solutions to their questions.
We are also utilizing self-help documentation center for our application, allowing customers to search for solutions to their questions.
Use Freshdesk with no tension
What do you like best about the product?
Freshdesk is a very user-friendly interface and robust automation capabilities and is easy for support teams to manage tickets efficiently and automate the responses given to customers.
What do you dislike about the product?
There is nothing much dislikes about Freshdesk but the knowledge base is bit complicate to understand and work on
What problems is the product solving and how is that benefiting you?
Freshdesk for me benefited when freddy came in. It helped to beautify the responses given to users which also indeed helped to provide timely response
Freshworks Review
What do you like best about the product?
I like the freshworks ticketing system which is very user frendly and its easy to impliment. it has multiple feature like you can create multipal depatment and i like the way through automation it will assigne tickets directly to the respective depatment with the content
It has all in one customer support sulution which is like one stop solution for all your helpdesk applications.
It has all in one customer support sulution which is like one stop solution for all your helpdesk applications.
What do you dislike about the product?
Report customisation is not good.
Some time mobile application will get hangup and its close automaticaly
Customer support is not good
Some time mobile application will get hangup and its close automaticaly
Customer support is not good
What problems is the product solving and how is that benefiting you?
Fixing mupltiple department issues by traking them under SLA(Service level agreement) and traking them was very big task for me earlier.
So now with this freshdesk its make my work too simpler and saves my maximum time of followups and also its incresed my serivee level in a simple manner
So now with this freshdesk its make my work too simpler and saves my maximum time of followups and also its incresed my serivee level in a simple manner
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