Freshdesk

What differentiates Freshdesk from other similar products?

With Freshdesk we have been able to give a faster and more timely response to our customers and our agents work in a more organized and efficient way, being able to handle more requests in less time, thanks to the issuance of customizable tickets. Just what the company needed to build trust and have a smoother workflow.

What is your favorite aspect of this product?

The best thing about this software is that it is multichannel, allowing us to be always in touch with customer demands by any electronic means: Gmail, social networks, telephone and even forums. Also all reports, requests and incidents that arrive through the different channels, are converted into a ticket achieving an efficient workflow.

What do you dislike most about this product?

Its technical reports could be better and with more details to know the progress and progress of the department. It also does not allow surveys, a very useful tool to know the customer experience with our services.

What recommendations would you give to someone considering this product?

It has helped us a lot in terms of customer service. It is a fairly easy to use software and all its functions are very useful and necessary to make the work of the agents and customer service agents much easier and faster. We highly recommend it to small and large companies.

What differentiates Freshdesk from other similar products?

This software has helped our company to have better control and organization of all queries, claims and problems that our buyers may have and to solve them in the fastest way in order to keep our customers satisfied with our service.

What is your favorite aspect of this product?

One of the many advantages is that the response time of our agents is faster, since with Freshdesk it is much easier to know which case to attend and the order of priorities to solve them. We can also know through its system, which are the pending tickets, which are reopened, the solved tickets, so we can keep an order in our organization.

What do you dislike most about this product?

Its learning curve is long, so sessions and meetings are needed for all employees to understand and know how to get the most out of the program. Its technical support is not multilingual, so using its help service can be a complicated task if you only speak Spanish.

What recommendations would you give to someone considering this product?

Freshdesk has helped us in our customer service, getting our customers' problems solved faster and more efficiently. Overall, our customers are much more satisfied with our service, which has given our company a better reputation and new clientele.

What differentiates Freshdesk from other similar products?

We have automated Freshdesk for the massive registration of tickets submitted by our customers and in turn to label them from highest to lowest priority as they arrive and are automatically reviewed by the system. We have been able to track and respond to all incoming tickets within 24 hours thanks to Freshdesk's advanced system. Customer capture has been improved and everything is getting easier and easier.

What is your favorite aspect of this product?

Although we have several Freshdesk licenses, one of the best advantages is that you can get almost all the tools in the trial version, in case you want to start testing the service before buying it. Freshdesk showed us a plug and play solution without the need to invest a lot of time when making the first configurations. We have also been able to set up a chat bot and an immediate chat so that if a consultant is online we can help our customers in the shortest possible time.

What do you dislike most about this product?

If you want to customize through access control any layer of a ticket you may sometimes need a tutorial as the use of certain features requires an advanced level of knowledge. Sometimes Freshdesk can slow down if the ticket is too full of information, the client must be clear and not extend the report.

What recommendations would you give to someone considering this product?

Freshdesk has always been the best customer support software available. If incidents arise in any management Freshdesk can be your best ally. It is amazing how many requirements can be managed for each customer through a totally new analysis management. Freshdesk is the best.