Robust CRM tool that serves the customer purpose
July 25, 2022

Robust CRM tool that serves the customer purpose

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Free

Overall Satisfaction with Freshdesk

Freshdesk is a cloud-based customer support software with feature-rich and unparalleled support service. It is a platform that syncs up with multiple channels to solve the queries raised by the business according to the specific client needs. Its intuitive AI-powered and support team's responses are instant and personalized which stands out compared to its competitors.

Pros

  • Service and Customer Support
  • Seamless Integration with multiple channels
  • Intuitive UI and dashboard

Cons

  • Integration with third-party tools
  • Add-ons could be provided
  • Scope for deeper customization
  • SLA's were not breached
  • Faster query resolution
  • Improves efficiency in the ticket management process
The support desk thrives to provide the query resolution instantly, although there were very minor instances where the response was behind time for complex requirements. Their implementation to deploy automation for a simple/medium workflow is seamless and straightforward. Overall, it improves the efficiency of the ticket management system.

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?

I wasn't involved with the selection/purchase process

Did implementation of Freshdesk go as expected?

Yes

Would you buy Freshdesk again?

Yes

Freshdesk is a robust tool that has a simple/easy to-do configuration for the initial set-up. It is well suited to automate straightforward and simple processes/workflows. It becomes tricky when we bring in more complex rules to the process or when the requirement needs to have a granular level of customization.

Freshdesk Feature Ratings

Incident and problem management
8.8
Organize and prioritize service tickets
9
Expert directory
8
Ticket creation and submission
9
Ticket response
9
Self Help Community
7.5
External knowledge base
7
Internal knowledge base
8
Multi-Channel Help
8.6
Customer portal
9
IVR
8
Social integration
9
Email support
9
Help Desk CRM integration
8

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