The Best CRM solution on the Market.
September 19, 2024

The Best CRM solution on the Market.

Athul Sivadas | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Forest

Overall Satisfaction with Freshdesk

We use Freshdesk as our CRM. We also use Freshchat, which is our Chat Support Platform. We have integrated Exotel, which is our Telephony solution, with Freshdesk, and it helps us by creating tickets for all interactions happening on Exotel along with the call details and recording. Freshdesk allows us to track and manage our customer interactions and queries effectively. The vast automation capabilities of Freshdesk will enable us to automate workflows, reducing manual work.

Pros

  • 24 X 7 customer Support with knowledgeable agents.
  • Automations and API for integrating with other softwares for ease of use.
  • We are capturing customer feedback through emails and tickets, helping our team understand user pain points.

Cons

  • Downloading the Interaction report in Freshchat is a problem as it only allows you to download the data within 24 hours.
  • Freshchat should be able to delete WhatsApp conversations or block WhatsApp users who are Spammers.
  • Has helped us track user queries effectively.
  • Helped us understand common user queries and create a Chat bot accordingly.
User-friendly platform that offers versatile automation and API options, providing an all-in-one solution for both chat and ticketing systems. Their 24/7 customer support is highly responsive, and they proactively engage with clients through regular reviews to ensure alignment with business goals. Freshworks also continuously improves its features, making it a dependable, comprehensive tool for managing customer interactions.
AI-powered automation, with its ability to integrate multiple communication channels—such as email, chat, and phone—into a single platform, helps us resolve common issues more quickly, reducing response times and allowing agents to focus on more complex inquiries. Their 24/7 customer support is highly responsive, and they proactively engage with clients through regular reviews to ensure alignment with business goals.

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

We have been using Freshwork CRM for quite some time now, and the best part of using it is its reliability. Easy to use and understand, the vast options in Freshdesk to use automation and API make it an allrounder in all departments, whether it's a Chat platform or their Ticketing platform. Their Support team is available 24 x 7, and the executives are well equipped to help you resolve any concern that arises while using the software. They even have quarterly/half-yearly catchups with their clients to understand the business goals and align themselves accordingly.

Freshdesk Feature Ratings

Incident and problem management
9.5
Organize and prioritize service tickets
10
Expert directory
8
Ticket creation and submission
10
Ticket response
10
Self Help Community
9.0
External knowledge base
8
Internal knowledge base
10
Multi-Channel Help
9.2
Customer portal
10
IVR
8
Social integration
8
Email support
10
Help Desk CRM integration
10

Comments

More Reviews of Freshdesk

  1. Home
  2. Help Desk Software
  3. Freshdesk Reviews
  4. User Review of Freshdesk