Freshdesk

What differentiates Freshdesk from other similar products?

When the pandemic struck, Freshdesk saved lives. The omnichannel enabled us to instantly support every one of our users even though we had hundreds of students learning remotely. With the Fresh Desk Omnichannel, we have the best seller customer support available. It handles all incoming requests from the phone, chat, and emails by converting them into tickets, then unifies ticket resolution across the board.

What is your favorite aspect of this product?

When properly configured, it is simple to use and doesn't require any coding expertise. I adore how adaptable the system is. Teams can be created, and tickets can be assigned based on teams. It sends automated emails when a key is opened, closed, etc., which is convenient. The user interface is straightforward to use. Freshdesk runs exclusively in the cloud. It is simple to incorporate into a website, for instance, to begin a chat with a customer support representative immediately.

What do you dislike most about this product?

Due to a lack of flexibility, some functions do not function as they should or do not provide a comprehensive solution to a problem. I don't like how it isn't current with a CS associate's most recent requirements. The way tickets are handled could be better, and the UI should be cleaner. There is no doubt that reporting has to be updated and improved.

What recommendations would you give to someone considering this product?

It integrates quickly with a unique domain to provide a consistent user experience. Can speak with clients about their problems without difficulty. The new UI is highly intuitive and straightforward to use. Multiple receivers may be added to receive tickets. When properly configured, it is simple to use and doesn't require any coding expertise.

What differentiates Freshdesk from other similar products?

This Freshdesk application is a great way to track customer questions and share them with the right team. Our sales department uses Freshdesk to interact with customers via chat and support requests. Although the product is excellent and straightforward to integrate into a website, the current backend modifications could be more apparent.

What is your favorite aspect of this product?

Emails, calls, conversations, and anything else are all on one dashboard. Finally, the plugin we can add will allow us to integrate most things with Freshdesk, allowing you to personalize the report based on your needs. Freshdesk transforms customer emails into tickets, which can be divided into many categories. It has an excellent reporting function where you can see all the information about the keys assigned to Agents, their status, when they close, etc.

What do you dislike most about this product?

Freshworks decided to launch a new admin portal (with the domain freshworks.com rather than freshdesk.com), which currently lacks most of the features included in the previous exit. This causes a few issues because certain functionalities are only available in one portal or the other. Freshdesk has several restrictions that only Custom Apps may overcome.

What recommendations would you give to someone considering this product?

With the aid of this platform, we can continue our relationship with clients while also increasing efficiency. Sending customized or customized emails depending on client needs and tracking customer journeys are just some amazing things we can accomplish. It is an excellent resource for responding to and resolving client inquiries.

What differentiates Freshdesk from other similar products?

Since we have been using this software our customer service has improved enormously. It is a program designed for vendors and customers, because it allows us to achieve better customer service through different channels of care, centralized in a single control panel, so we can respond to the demands quickly and efficiently.

What is your favorite aspect of this product?

It has quick access to the history of each customer, so we can keep up to date with the customer's interaction with the company, while we serve them. In addition, it also allows us to record incoming and outgoing calls, which helps us to improve communication and eloquence in future conversations.

What do you dislike most about this product?

The installation of other applications can be complicated and they do not integrate as they should, which makes the workflow a little difficult. Its reports can be a bit simple, since our company needs extensive metrics and information from each client to improve, so the reports almost always have to be done manually and only rely on the one that throws the system.

What recommendations would you give to someone considering this product?

This software is ideal for all companies that require special attention to their customers. It is easy to use and any sales agent will be quickly trained to use it. In our organization it has been of great help and has allowed us to improve communication with our customers and increase sales, so we are pleased with its use.