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Freshdesk
Wat is Freshdesk?
Freshdesk is een cloudgebaseerd helpdesksysteem dat krachtige oplossingen voor klantenservice biedt. Freshdesk integreert gesprekken via e-mail, telefoon, web, chat en sociale media en helpt je moeiteloos problemen op te lossen via verschillende kanalen. Met Freshdesk kun je ook workflows automatiseren, handige opties voor self-service bieden, SLA's beheren en rapporten genereren. Freshdesk wordt gebruikt door meer dan 40.000 klanten, waaronder Bridgestone, HP, Harvard University en DHL.
Wie gebruikt Freshdesk?
Wereldwijd kunnen MKB-bedrijven en grote ondernemingen Freshdesk gebruiken om opmerkelijke klantenservice van wereldklasse te bieden.
Twijfels over Freshdesk?
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Freshdesk
Andere goede alternatieven voor Freshdesk
Freshdesk reviews
Client Friendly Ticketing System
Convenient and reasonably priced
Opmerkingen: Freshdesk from our users is crucial as a consumer app. With Freshdesk, our customers can quickly and easily send us comments or concerns, and my staff can quickly and simply respond and stay in touch with the customer. Each feedback ticket may then be monitored to ensure it was addressed and resolved in a timely manner.
Pluspunten:
We've been using Freshdesk for years and are quite pleased with our decision to switch from Jira. With so many tickets, we quickly outgrew Jira, which caused it to break often and make its interface cumbersome. After years of problems, we finally made the transfer to Freshdesk. When compared to Jira's pricing and functionality, it's hard to top this deal. Since we'd lost our previous wiki and needed to start again, we used Jira's streamlined setup process to create a new one. It's a combination of the help desk's ticketing system, online chat, email, and a comprehensive knowledge library.
Minpunten:
There is nothing I dislike about Freshdesk. As a support desk tool, it much above our expectations, therefore I will be investigating their other offerings.
Overwogen alternatieven:
Fresh or Foul? Let's Dig In
Opmerkingen: Overall, Freshdesk is a solid or "fresh" choice for small to mid-sized businesses needing an intuitive, feature-rich helpdesk solution. Its strengths lie in ease of use, automation, and multi-channel support, though more complex needs may require upgrades or consideration of alternative platforms.
Pluspunten:
The platform offers a robust ticketing system that consolidates customer queries from various channels like email, phone, chat, social media, and websites. Automation is another strength, allowing repetitive tasks to be streamlined, ticket categorization to be handled automatically, and issues to be prioritized efficiently. The pricing scale is sort of standard in terms of what other companies also offer.
Minpunten:
Reporting and analytics are limited in the lower-tier plans, and accessing more detailed insights requires upgrading to a more expensive plan. While the platform is generally easy to use, setting up advanced features and automations can be complicated, especially for beginners such as myself. Also Freshdesk’s support team is rather slow compared to other companies.
Enhancing Fresh works
Opmerkingen: Its a basic chat tool as per me. No great features to talk about.
Pluspunten:
Storing of responses / canned responses not there in Live Person
Minpunten:
1. Agent view limited - CPH (chats per hour) not visible 2. labelling customer while live chat is on is missing (can be done later in CRM 3. Live capturing of Customer sentiment will make trends more effective to gauge. 4. Can connect to knowledge base to give better suggestions 5. It should have a cohesive screen to reduce AHT 6. Can embed Sentiment indicator
Great Freschat Experience
Opmerkingen: Great, easy to use, handy as I have apps on my phone and can access whenever I need. I think it's a great tool to manage customer service side anytime and from anywhere!
Pluspunten:
So easy to use and manage customer relationships even from abroad!
Minpunten:
I use Freshchat in particular and sometimes it logs me off automatically or the app disappears from my phone, and I need to start the login in process all over again.
Poor customer service
Opmerkingen: Terrible customer service, negated all our communication and own us credits.
Pluspunten:
The system and set up is good. Easy to use.
Minpunten:
We've had a frustrating experience with Freshdesk's customer service. Initially, we used the service for four agents, but when we reduced our team to three, Freshdesk couldn't adjust our contract until the next yearly payment cycle. They offered us a credit for the following year, but after we reduced to just one agent and informed them immediately, the credit issue became a nightmare. Despite reaching out months before the next payment was due and forwarding their previous email confirming the credit, no one seemed to have record of it. We endured numerous calls and had no updates, with Freshdesk insisting we pay for two agents despite having only one for nearly 10 months. After escalating the issue to a manager, we still received no resolution. As a result, we had to pay for services we didn’t use and ended up discontinuing Freshdesk. We do not recommend their service due to their poor communication and inability to resolve issues.
