Great tool for great customer success
November 27, 2018
Great tool for great customer success
Score 10 out of 10
Vetted Review
Verified User
Software Version
Free
Overall Satisfaction with Freshdesk
Freshdesk is our helpdesk platform for all the products we offer. Although sometimes the users write us to our individual accounts, we try to centralize every contact in Freshdesk, to make the best us of it. We are a small startup so it's the only one we are currently using and it is used by about 5 of us. The emails sent by users to our main contact address go directly there and is the way we have to make sure all the questions get responded.
Pros
- The user interfaces is fast and easy to use (specially the new one they have rolled out not long ago). We could get up and using it right away. It's pretty easy to visualize the unanswered tickets with the predefined filters (at least if you keep some level of "tidiness")
- It manages very well and clearly the assignation of agents so you don't mix up the answers. The tickets, even the long ones, are easy to read.
- Ticket merging is very useful, because it is usual that the people who contact you write answers in different threads
Cons
- We are a b2b provider, and we haven't found a good way of identifying the contacts with each of our customers. Tagging the contact seems to be a way, but you need to do couple of extra clics to go into the contact details and then introduce the client identification as a tag.
- I didn't find a good way to identify tickets with a status representing that it's overdue because of the client.
- The merging tool, although VERY useful, isn't for me completely intuitive. I have to pay a lot of attention at the icons and read the tooltip to make sure I'm keeping as main ticket the one that I want.
- Excellent customer experience. We have been able to have a great response timing with a very little team. Of course, it also depends on your team, but it has helped a lot.
I haven't used other help desk software and I wasn't the one who selected Freshdesk. Our previous solution was just plain old email directed to all the ones involved in helping the users. It is a huge improvement from that way of working, because keeping track of who answers each ticket and when is key to success. I'm pretty sure that in the future we will get better use of metrics and more advanced features as our company grows.
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