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
Abbey Grace M.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Mar 2021
Helps understand customer needs
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk has great features including multi-channel support like email, phone, chat, and social media. It has excellent information and advanced analytics that help understand customer needs. It integrates multiple communication channels, which allow having different communication options with the client. The customer support reports provide real-time data, which allows better decision-making.
What is your favorite aspect of this product?
Learning to use the software was quite easy, due to its friendly user interface. Freshdesk is very effective scenario automations and keyboard shortcuts. In addition, that you can have all our website, social networks and email communication in one place. Provides support satisfactorily meets all our demands and concerns.
What do you dislike most about this product?
They need to incorporate the option to cancel the sending of an email or to retract the sending of an incorrect email.
What recommendations would you give to someone considering this product?
This platform has features that allow the development of quality personalized customer service, easy to use and with tools that improve workflow. I recommend it.
Pros
- Reliable
- Trustworthy
- Caring
- Respectful
Eileen W.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Mar 2021
Generate the best customer service
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk provides excellent capabilities to generate an organized and dynamic customer service process. The communication process with clients is much more efficient. This versatile and robust tool has increased the productivity of the company. Provides the greatest facility for our customers to make support requests. Allows you to respond to tickets from anywhere through the application.
What is your favorite aspect of this product?
It has simple to use tools, such as receiving tickets from multiple media, email, text, web portal and the mobile application that is considerably effective. Allow your customers to create their own help desk request tickets, track the progress of their ticket. It has a built-in contact directory for all internal employees, making it easy to assign copies or forward tickets.
What do you dislike most about this product?
Navigating through different support tickets and the analysis tool can be a bit tricky to use for new users.
What recommendations would you give to someone considering this product?
Freshdesk is a dynamic, intuitive, and easy-to-use customer service tool. It provides an effective and pleasant personalized customer service. I recommend its implementation.
Pros
- Reliable
- Enables Productivity
- Trustworthy
- Effective Service
Samantha H.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Feb 2021
Provides dynamic and personalized attention
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk is a solution that provides our clients with the most effective and personalized attention. It has facilitated and improved the complex work of customer service, making it a much simpler, proactive and productive process. Among its most outstanding functions, Freshdesk has customer-directed support tickets, which allows you to send tickets for service requests. It integrates all the communication channels used in the company to communicate with our clients.
What is your favorite aspect of this product?
It has an excellent interface, easy to use, with a design that is quite intuitive and works well in almost any browser. It is configurable, which allows us to adapt it to our needs, which are always variable. It has an effective real-time chat for instant communication with customers. Provide real-time support to your clients and proactively initiate chats with your website visitors. The platform provides a very useful self-help tool to optimize customer service.
What do you dislike most about this product?
When you start to use it, the initial setup is a bit confusing and it takes a long time to set up the integrations with your other services.
What recommendations would you give to someone considering this product?
Freshdesk is the best platform that helps to provide excellent customer service. It allows you to innovate and promote a good relationship with your customers.
Pros
- Reliable
- Trustworthy
- Efficient Service
- Caring
