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鈥檚 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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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
87 Likeliness to Recommend
1
Since last award
96 Plan to Renew
2
Since last award
83 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+86 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
- Enables Productivity
- Respectful
- Reliable
- Performance Enhancing
How to read the Emotional Footprint
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
Negative
Neutral
Positive
Feature Ratings
Customer Self Service Capabilities
Agent Collaboration
Multi Channel Support
Customer Service Knowledge Management
Customer Service Workflow Management
Contact Center Integration
Analytics and Reporting
Agent Scripting
Customer Community Management
Intelligent Search
Mobile Customer Care
Vendor Capability Ratings
Business Value Created
Breadth of Features
Ease of Implementation
Usability and Intuitiveness
Ease of IT Administration
Quality of Features
Ease of Customization
Ease of Data Integration
Availability and Quality of Training
Vendor Support
Product Strategy and Rate of Improvement
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Freshdesk Reviews
Abdul H.
- Role: Industry Specific Role
- Industry: Retail
- Involvement: IT Leader or Manager
Submitted Apr 2021
Fantastic Product
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
I have got experience from Freshdesk and it is the most effective platform for customer service I have come across.
What is your favorite aspect of this product?
It enables us to serve our customers better. My team is able to get feedback directly from customers on our services. There is customer satisfaction since we usually attend to their needs when there is a problem.
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?
For effective and customer satisfaction services I highly recommend Freshdesk.
Pros
- Enables Productivity
- Inspires Innovation
- Caring
- Saves Time
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
