Item: Freshdesk
Rating: 9
Author: Andrew Naylor

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

Frontline support for our SAAS products using Freshdesk to collate and respond to emails and Freshchat to receive online conversations through client software and an online user app. Freshdesk Knowledgebase is configured for the many products we have in use by clients and users. All support and client contact teams in the company revolve around Freshdesk and its modules to maintain our industry-leading customer service.

Pros and Cons

Pros

Innovation
Support
Live Chat
Highly Configurable
Cost Effective

Cons

Telephony integration
Auto ticket assignment
More B2B automation

Return on Investment

Reduced calls
Ticket deflection
Easy online chat integration
Purposeful reporting and analytics
Increased innovation

Implementation Rating

Implementation was seamless from using other helpdesk software. Lower up-front cost assisted in scaling requirements of support and introduction of extra modules as required. Being able to test new innovations and modules at no cost has assisted in the evaluation of module usefulness as our company has grown. Some fit perfectly, others not to the scale of our company at the time.

Alternatives Considered

Zoho Desk and Zendesk Support Suite

Being an early adopter, we were able to fully test the product and could see its potential. We were at first looking for greater value and focus on smaller tech. We found that with Freshdesk and have been able to embed its use right through all the channels of our company as we have grown. I really appreciate the effort in getting things right and making simpler interfaces for both agents and users.

Key Insights

Do you think Freshdesk delivers good value for the price?

Yes

Are you happy with Freshdesk's feature set?

Yes

Did Freshdesk live up to sales and marketing promises?

Yes

Did implementation of Freshdesk go as expected?

Yes

Would you buy Freshdesk again?

Yes

Other Software Used

SmileBack, Jira Software, Microsoft Teams

Likelihood to Recommend

Freshdesk collates all your contact with clients within one portal from all channels. Particularly effective in ticket deflection and support contact through telephone calls. It is well set up to isolate departments to focus on their own tickets/chats and provide specific solutions, but also is quite simple to share an issue between all departments. Great array of SAAS integrations to bring connectivity amongst providers.

Freshdesk Feature Ratings

Comments

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Freshdesk brought connectivity with our clients and users

Software Version