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FRESHDESK : Rapide et efficace
What do you like best about the product?
Les fonctionnalités que nous préférons chez Pagesjaunes Resto sont les automatismes et les scénarios.
Les automatismes nous permettent d’orienter les mails de façon automatique, en fonction des mots contenus dans la demande du client ou de la provenance. La demande est cernée automatiquement et transmise au bon service. Quant aux scénarios, ils nous permettent de gagner en productivité et en temps dans le transfert des demandes entre services tout en étant le plus complet possible dans l’historisation (tant au niveau client que pour le service qui prend le relais sur la demande).
Les automatismes nous permettent d’orienter les mails de façon automatique, en fonction des mots contenus dans la demande du client ou de la provenance. La demande est cernée automatiquement et transmise au bon service. Quant aux scénarios, ils nous permettent de gagner en productivité et en temps dans le transfert des demandes entre services tout en étant le plus complet possible dans l’historisation (tant au niveau client que pour le service qui prend le relais sur la demande).
What do you dislike about the product?
Une personnalisation plus poussée des enquêtes de satisfaction serait un vrai plus
What problems is the product solving and how is that benefiting you?
Avant l’utilisation de Freshdesk, nos 25 agents étaient répartis en 3 services (Service client, Service restaurants, Assistantes commerciales) et se partageaient un accés commun.
Nous n’avions aucun suivi sur les mails en cours de traitement, il nous était impossible d’avoir les chiffres précis sur les temps de traitement, le nombre de demandes reçues ou encore le nombre d’échanges.
Grâce à Freshdesk, nous avons optimisé notre temps de traitement sur l'ensemble de l'activité. Nous avons une vue sur l’ensemble de l’activité, et nous sommes capable de maîtriser et chiffrer notre relation client. Le temps de résolution d’un ticket a été réduit de 33%. Nous avons augmenter notre performance en termes de SLAs : tout nos indicateurs sont en hausse.
Nous n’avions aucun suivi sur les mails en cours de traitement, il nous était impossible d’avoir les chiffres précis sur les temps de traitement, le nombre de demandes reçues ou encore le nombre d’échanges.
Grâce à Freshdesk, nous avons optimisé notre temps de traitement sur l'ensemble de l'activité. Nous avons une vue sur l’ensemble de l’activité, et nous sommes capable de maîtriser et chiffrer notre relation client. Le temps de résolution d’un ticket a été réduit de 33%. Nous avons augmenter notre performance en termes de SLAs : tout nos indicateurs sont en hausse.
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Cheap, complete and user friendly
What do you like best about the product?
There might be a lot of cool customer care services but I found out that Freshdesk offered a lot of value already with its free version with all the main functions that a Start Up requieres to set up a support portal: automated tickets management and online support for customers.
I also love the integration with other related services like Freshrelease or Freshsales for example
I also love the integration with other related services like Freshrelease or Freshsales for example
What do you dislike about the product?
Probably there are some other similar tools in the market that look like a little bit more fresh than freshdesk (ironically). But I wouldn't pay a more expensive fee just for the design, all in all Freshdesk is a platform for work and it's quite usable.
What problems is the product solving and how is that benefiting you?
I converted a simple mail inbox into a full service to collect tickets with bugs, doubts, questions and a reference for customers to always get an answer from our support team. Apart from this we are building an effective online help with a lot of automated cross-links to let our customers discover our product, step by step
Good product, bad search
What do you like best about the product?
Integration with JIRA for product development when reporting user bugs and submitting tickets is the most useful feature for my team. Also enjoy how every agent can setup their own custom sorted/filters for a variety of tickets, and the tagging functionality.
Mobile SDK integration is also great.
Mobile SDK integration is also great.
What do you dislike about the product?
Their ticket search needs a lot of work. There's no good method of advanced searching tickets which is problematic for a company with millions of users.
What problems is the product solving and how is that benefiting you?
Allows us to quick tag and batch identify different support tickets and the analytics reported are nice. Also enjoy being able to quickly see which agents on my team are closing more or less tickets than others.
Recommendations to others considering the product:
Discuss your company and team needs directly with their biz dev staff and support staff on different integrations before diving in.
my team uses it for support platform
What do you like best about the product?
Freshdesk is simple to navigate and create new help articles. Visually appealing with the color titles and search option. I love that you can add tags to articles to group them and make for even easier searching. The custom dashboard that we made is the nicest help hub I've ever seen.
What do you dislike about the product?
That you can't add sub folders within topics. If we could have more folders and visual organization on the sub-pages it would be amazing!!!
What problems is the product solving and how is that benefiting you?
One hub that has all help articles and videos. Fresh desk makes it easy for us to send relevant links to clients, have them register for upcoming webinars and also engage in a forum all from one place! Our ticketing structure has really improved from the use of fresh desk.
Recommendations to others considering the product:
Really awesome.
freshdesk review
What do you like best about the product?
the ease of use, everything is very user friendly
What do you dislike about the product?
Nothing comes to mind, all of the features work well for me
What problems is the product solving and how is that benefiting you?
Responding to clients in a timely manner
Freshdesk
What do you like best about the product?
The operating instructions are written in clear English.
What do you dislike about the product?
I would like to see a bit more variety in the types of key categories. When I have a problem with my system pc's keyboard, I would like to see a category for that, for example.
What problems is the product solving and how is that benefiting you?
Technological hardware issues for our school systems.
Recommendations to others considering the product:
This is a very user friendly system for teachers. Our technology department really makes this work for us.
One of the Best
What do you like best about the product?
I really like the fact that their mobile application is just as friendly as the main application. I'm able to easily run FreshDesk from my phone when I'm on the go or need to check on the status of a quick ticket.
From a desktop usage, the application is easy to use and took little to no time to learn and transition from ZenDesk. I like how I can easily keep up with clients easily and efficiently. I also love how accessible the Solutions and Help Center are to access to I can gather common responses and send them to my clients easily.
From a desktop usage, the application is easy to use and took little to no time to learn and transition from ZenDesk. I like how I can easily keep up with clients easily and efficiently. I also love how accessible the Solutions and Help Center are to access to I can gather common responses and send them to my clients easily.
What do you dislike about the product?
Honestly, I can't think of anything that gives me a bad taste in my mouth when it comes to FreshDesk. Everything in FreshDesk just... works. If I had to pick something, it may occasionally run a little slow or certain pages won't refresh, but I can't put the blame on FreshDesk as that could just as easily be my internet connection.
What problems is the product solving and how is that benefiting you?
I'm able to easily keep track of my clients ticket history to see if we've discussed previous issues in the past. I'm easily able to keep tabs on who I need to reply to as tickets come in. I also like the fact that I can Tag tickets in the event that I have a similar error that causes an issue for a variety of Contacts.
Recommendations to others considering the product:
Give it a spin - The sales reps and support team have been really friendly and helpful along the way. Based on the year and a few months we've used it, I haven't thought twice about ZenDesk. I love how simple and clean the application is. I also enjoy the the silly quirks, like the rewards when you reach goals on customer satisfaction. Fake internet points entertain me for some reason.
It was great ride for a year
What do you like best about the product?
Freshdesk was easy to setup and had enough features to get us running within 24 hours. Application sees constant improvements and new features are being added on monthly basis which is something rare. Price tag for this support desk is extremely appearing at to my knowledge offers best price to features ratio. Support desk is always enthusiastic and ready to help which is good thing. Another thing which is worth mentioning is that they seems to be focused on getting feedback from customers to get application up and running.
What do you dislike about the product?
We been super happy for a year using Freshdesk afterwords everything went south. We started experienced performance issues and stability problems both on Freshphone system and support desk end. Problem was visible regardless of work environment, network or machine. We reached point where we had issues on weekly basis and some of those problems been core reason why we are looking into switching to different solution. Price tag on phone system is insane, after switching to 3CX our bills for calls went down about 75%. Few years back this was great tool for great price, now based on issues we had and current prices of different solutions there are better tools.
What problems is the product solving and how is that benefiting you?
Freshdesk allowed us to scale up and almost triple volume of submitted tickets and double client base. It's right tool for small businesses for a descent price. Thanks to this tool we been able to work more efficient than going through outdated support system/email.
Recommendations to others considering the product:
If you are looking for something for tech startup or small team this is it. Basic functionality should be something to help you out on daily basis. Problem starts when you are trying to utilize API or 3rd party apps. Usually integration is just one way meaning only one node is getting updates while second is in the dark. There is still limited amount of integrations making hard to get whole company on the same page. If you want to run this product during trial connect EVERYTHING you need to verify stability of system and usability of such solution.
Better customer experience
What do you like best about the product?
The best thing about Freshdesk is the customer friendly layout. It is modern, yet not too fancy (using the standard layout) Out customers find this new system way easier than our old ticket system. It was well received when we introduced this new addition to our customers. Our support team now has a better overview of incoming tickets, and they like the fact that they can use each others solutions as answers for a quicker/better support experience. For our part, it takes some getting used to, but it is the customers experience that is most important for us.
Very friendly support from both Sooraj and Prashanthi from Freshdesk
Very friendly support from both Sooraj and Prashanthi from Freshdesk
What do you dislike about the product?
Freshdesk was a big step forward. No doubt, but! I had hoped that we could use the system in both our support team AND in our developer team. But the Developer manager finds Freshdesk lack a basic feature. The ability to arrange/order tickets per agent. Our old system had this feature through customisation
What problems is the product solving and how is that benefiting you?
Customizing the system is a lot easier in Freshdesk.
Freshdesk is great!
What do you like best about the product?
Freshesk is very easy to setup and customize for both a novice or a tech savant.
What do you dislike about the product?
I did not like how it didn't integrate into our Project Management Software (www.teamwork.com) and that was our only reason for leaving.
What problems is the product solving and how is that benefiting you?
Management hundreds of support tickets.
Recommendations to others considering the product:
make sure it integrates with your CRM / Project Management Software.
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