Freshdesk

What differentiates Freshdesk from other similar products?

This Freshdesk application is a great way to track customer questions and share them with the right team. Our sales department uses Freshdesk to interact with customers via chat and support requests. Although the product is excellent and straightforward to integrate into a website, the current backend modifications could be more apparent.

What is your favorite aspect of this product?

Emails, calls, conversations, and anything else are all on one dashboard. Finally, the plugin we can add will allow us to integrate most things with Freshdesk, allowing you to personalize the report based on your needs. Freshdesk transforms customer emails into tickets, which can be divided into many categories. It has an excellent reporting function where you can see all the information about the keys assigned to Agents, their status, when they close, etc.

What do you dislike most about this product?

Freshworks decided to launch a new admin portal (with the domain freshworks.com rather than freshdesk.com), which currently lacks most of the features included in the previous exit. This causes a few issues because certain functionalities are only available in one portal or the other. Freshdesk has several restrictions that only Custom Apps may overcome.

What recommendations would you give to someone considering this product?

With the aid of this platform, we can continue our relationship with clients while also increasing efficiency. Sending customized or customized emails depending on client needs and tracking customer journeys are just some amazing things we can accomplish. It is an excellent resource for responding to and resolving client inquiries.

What differentiates Freshdesk from other similar products?

Since we have been using this software our customer service has improved enormously. It is a program designed for vendors and customers, because it allows us to achieve better customer service through different channels of care, centralized in a single control panel, so we can respond to the demands quickly and efficiently.

What is your favorite aspect of this product?

It has quick access to the history of each customer, so we can keep up to date with the customer's interaction with the company, while we serve them. In addition, it also allows us to record incoming and outgoing calls, which helps us to improve communication and eloquence in future conversations.

What do you dislike most about this product?

The installation of other applications can be complicated and they do not integrate as they should, which makes the workflow a little difficult. Its reports can be a bit simple, since our company needs extensive metrics and information from each client to improve, so the reports almost always have to be done manually and only rely on the one that throws the system.

What recommendations would you give to someone considering this product?

This software is ideal for all companies that require special attention to their customers. It is easy to use and any sales agent will be quickly trained to use it. In our organization it has been of great help and has allowed us to improve communication with our customers and increase sales, so we are pleased with its use.

What differentiates Freshdesk from other similar products?

We use this software to keep all sales and general communication with our customers up to date and in order. It is a very complete and intuitive sales crm program, with tools that are useful for any sales person, such as dashboards to view leads, full reports of the month's sales, and much more.

What is your favorite aspect of this product?

We can see in an orderly manner all emails from all customers, both Outlook and Gmail. It also has a complete customer management, where we can see all customer information, from their history to their address. It also has a marketing module that allows us to send mass emails.

What do you dislike most about this product?

Although it is a customer service program, rather than marketing, I would like it to have a more extensive module in that area, to know the interaction that the customer had with the emails sent. I would also like its mobile application to be as complete as the web version, thus facilitating the work of field sales agents.

What recommendations would you give to someone considering this product?

An ideal program for the sales department, because it allows to be much more efficient and faster in customer service and thus increase sales systematically and consistently. The ease of having all the sales and customer information in a single panel makes our work much easier.