What is Freshdesk?
Freshworks' cloud-based customer support software, Freshdesk, makes customer happiness refreshingly easy. With powerful features, an easy to use interface, and a freemium pricing model, Freshdesk enables companies of all sizes to provide a seamless multi-channel support experience across email, phone, web, chat, forums, social media, and mobile apps. Freshdesk’s capabilities include robust ticketing, SLA management, smart automations, intelligent reporting, and game mechanics to motivate agents.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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85 Likeliness to Recommend
2
Since last award
97 Plan to Renew
2
Since last award
83 Satisfaction of Cost Relative to Value
2
Since last award
Emotional Footprint Overview
+83 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?
Pros
- Respectful
- Enables Productivity
- Efficient Service
- Reliable
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Agent Collaboration
Customer Self Service Capabilities
Multi Channel Support
Customer Service Knowledge Management
Contact Center Integration
Agent Scripting
Customer Service Workflow Management
Customer Community Management
Analytics and Reporting
Intelligent Search
Mobile Customer Care
Vendor Capability Ratings
Ease of Implementation
Business Value Created
Usability and Intuitiveness
Breadth of Features
Ease of IT Administration
Quality of Features
Ease of Data Integration
Ease of Customization
Vendor Support
Availability and Quality of Training
Product Strategy and Rate of Improvement
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Freshdesk Reviews
Robert M.
- Role: Information Technology
- Industry: Other
- Involvement: Business Leader or Manager
Submitted Apr 2021
Fantastic Product
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
I have no experience from other similar products but this is the most effective customer service management platform I have used.
What is your favorite aspect of this product?
It offers wide variety of features that support customer relations. You can use live chat or send mails to customers conveniently.
What do you dislike most about this product?
I have not disliked anything to do with this great product.
What recommendations would you give to someone considering this product?
I recommend Freshdesk to any enterprise for effective customer relations.
Pros
- Continually Improving Product
- Unique Features
- Effective Service
- Inspires Innovation
Peter G.
- Role: Operations
- Industry: Consulting
- Involvement: Business Leader or Manager
Submitted Mar 2021
No 1in offering stable customer support services.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk allows users to offer customer support services through various channels from web, phone, email among others allowing diversity in serving customers.
What is your favorite aspect of this product?
The platform is easy to use and this ensures that our support agents are able to serve more customers at a time. Has helped us expand our customer base as we are able to offer stable support services allowing us to earn more revenue and grow our productivity.
What do you dislike most about this product?
Its excellent and we have not had any problems in using the software thus serve our customers efficiently.
What recommendations would you give to someone considering this product?
Freshdesk will transform the way you communicate with clients and it will improve your standing among your clients and expand your customer base.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Sanyam J.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Mar 2021
All in One Ticketing System
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Rapid Implementattion and easy to manage customers and clients.
What is your favorite aspect of this product?
Fast to learn.
What do you dislike most about this product?
Message categorization. Sometimes emails hit spam.
What recommendations would you give to someone considering this product?
Must use for CRM
Pros
- Helps Innovate
- Reliable
- Enables Productivity
- Effective Service