Freshdesk

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.

What differentiates Freshdesk from other similar products?

Freshdesk interface is easy to use, with the look of a social media platform. It's so easy to set reminders for overdue tickets, assign them to one or multiple agents and following up, until resolution. Furthermore, the priority tags are really useful, for tickets needing urgent attention.

What is your favorite aspect of this product?

API integration: Freshdesk can be integrated to multiple SMS and call center providers. This greatly helps in scaling, while at the same time streamlining the operations.

What do you dislike most about this product?

I believe that more updated video tutorials should be added covering each aspect of Freshdesk.

What recommendations would you give to someone considering this product?

Overall, this is a very powerful CRM, which will help in organizing your business, while making sure that your customers are attended and satisfied. I recommend.

What differentiates Freshdesk from other similar products?

This platform stands out because it has allowed us to maintain quality service with our customers. It integrates all communication channels used by the company. It has worked efficiently as an e-commerce tool, its customer support through email, telephone line, social networks and real-time chat being decisive. Everything is provided in the company a fast, simple and personalized communication with each and every one of the clients.

What is your favorite aspect of this product?

It has an extremely nice interface, it can be customized, which makes it easy to use and allows us to have all the information we need from the client. It keeps a record in the ticket of all interactions that occur with the customer. It has an effective customer service self-help tool to make them self-sufficient. It allows efficient management of the platform from mobile devices thanks to the fact that it has mobile applications. It provides a function that allows us to determine the performance of the attention that we offer to clients through surveys.

What do you dislike most about this product?

It's disgusting to have duplicate messages when the ticket system is open and unassigned. Prices can be expensive.

What recommendations would you give to someone considering this product?

It provides all the advantages that our company needs to provide the best customer service. This application provides very useful functions, which are easy to use. I recommend its implementation.