Freshdesk Customer Success Logo
Freshdesk Customer Success Logo
Freshworks

Freshdesk Customer Success

6.5 / 10
Category
Freshdesk Customer Success
6.5 / 10

What is Freshdesk Customer Success?

Help customers reach goals faster, prevent churn, and strengthen your value. Freshdesk Customer Success provides full visibility into customer health metrics with proactive workflows for onboarding, renewals, and beyond. Alert customer support teams before it’s too late and protect your bottom line.

Company Details


Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Freshdesk Customer Success Ratings

Real user data aggregated to summarize the product performance and customer experience.

82 Likeliness to Recommend

66 Plan to Renew

79 Satisfaction of Cost Relative to Value


{y}
{name}

Emotional Footprint Overview

+62 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Freshdesk Customer Success?

17% Negative
14% Neutral
69% Positive

Pros

  • Acts with Integrity
  • Security Protects
  • Helps Innovate
  • Respectful

Cons

  • Less Effective Service
  • Vendor's Interest First
  • Less Caring

Feature Ratings

Average 75

Surveys and Polling

84

Reporting and Analytics

84

Onboarding Portal

80

Account Health Tracking

76

Customer Scorecards

71

CRM Integration

71

Onboarding Collateral Management

70

Onboarding Workflow Management

67

Centralized Note Taking

67

Vendor Capability Ratings

Average 74

Quality of Features

86

Ease of IT Administration

83

Usability and Intuitiveness

72

Business Value Created

69

Vendor Support

69

Product Strategy and Rate of Improvement

66

Breadth of Features

52

Ease of Customization

52

Ease of Data Integration

52

Ease of Implementation

52

Availability and Quality of Training

49

Freshdesk Customer Success Reviews

Ayush D.

  • Role: Sales Marketing
  • Industry: Food and Beverage
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Feb 2024

Fantastic product

Likeliness to Recommend

10 / 10

What differentiates Freshdesk Customer Success from other similar products?

Freshdesk Customer Success stands out due to its user-friendly interface, robust automation capabilities, and integration with the broader Freshdesk ecosystem.

What is your favorite aspect of this product?

User friendly interface Automation capabilities AI powered features

What do you dislike most about this product?

Pricing Learning curve Customization limits

What recommendations would you give to someone considering this product?

Proactive support Holistic customer engagement Integration with Freshdesk ecosystem

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Faseel K.

  • Role: Operations
  • Industry: Engineering
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Dec 2023

Ease of use and economical

Likeliness to Recommend

8 / 10

What differentiates Freshdesk Customer Success from other similar products?

Fast and easy to use

What is your favorite aspect of this product?

Ease of use

What do you dislike most about this product?

Not enough client data is visible directly along the query

What recommendations would you give to someone considering this product?

Great for small to medium businesses with small clients

Pros

  • Efficient Service
  • Reliable
  • Enables Productivity
  • Trustworthy

Pranshu S.

  • Role: Consultant
  • Industry: Agriculture
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Aug 2023

tough ticket assignment/easy reporting/unsyned app

Likeliness to Recommend

7 / 10

What differentiates Freshdesk Customer Success from other similar products?

Rule assignment is robust. Reporting is unique and easy to export.

What is your favorite aspect of this product?

The ticket automation rules are quite helpful in assigning the tickets to the right POC. When there are too many agents involved, these rules can be very helpful so the productivity is not hampered.

What do you dislike most about this product?

Making changes in the rule is extremely difficult as there are multiple variables involved. Also, marking agent's attendance for ticket assignment can be tricky at time.

What recommendations would you give to someone considering this product?

Have a lot of product demos and ask the right questions to see if you actually need it. We took it with proper assessment but when it was finally implemented and live, we used it for 2 years before finalizing that we do not actually need it because there is a lot of issue in managing mails and ticket between gmail and freshdesk.

Pros

  • Security Protects
  • Includes Product Enhancements
  • Helps Innovate
  • Unique Features

Cons

  • Vendor Friendly Policies
  • Less Transparent
  • Less Friendly Negotiation