Wie gebruikt Freshdesk?

Wereldwijd kunnen MKB-bedrijven en grote ondernemingen Freshdesk gebruiken om opmerkelijke klantenservice van wereldklasse te bieden.

Wat is Freshdesk?

Freshdesk is een cloudgebaseerde helpdeskoplossing die alles biedt wat een bedrijf nodig heeft om uitzonderlijke ondersteuning te bieden. In tegenstelling tot concurrerende producten met hoge prijsniveaus en addertjes onder het gras, is Freshdesk betaalbaar geprijsd en is het voor de eerste drie agenten altijd gratis. Freshdesk is ontworpen met de nadruk op bruikbaarheid en biedt alle tools die een bedrijf nodig heeft om zijn klanten te imponeren: robuuste multikanaal-mogelijkheden, geïntegreerde spelmechanismen om de productiviteit van agenten te verhogen, slimme automatiseringen en nog veel meer!

Freshdesk - Details

Freshworks

https://www.freshworks.com

Opgericht in 2010

Freshdesk - Prijsoverzicht

Freshdesk heeft een gratis versie en biedt een gratis proefperiode. Freshdesk betaalde versie vanaf US$ 15,00/maand.

Beginprijs

US$ 15,00/maand
Zie de prijsinformatie

Gratis versie

Ja

Implementatie

Cloud, SaaS, Web

Mobiel - iOS native

Mobiel - Android native

Training

Live online

Webinars

Documentatie

Ondersteuning

24/7 (contact met medewerker)

Online

Functies van Freshdesk

Customer engagement software
Analyse
Communicatiebeheer
Communitybeheer
Contentsyndicatie
Gamification
Live chatten
Opzeggingenbeheer
Verzamelen van feedback
Video-inhoud
Analyse
Beheer van enquêtes/peilingen
Beheer van negatieve feedback
Dashboard
Gegevensverzameling via meerdere kanalen
Kennisbeheer
Klantensegmenten
Predictieve analyse
Sentimentanalyse
Tekstanalyse
Betalingen innen in de buitendienst
Contactendatabase
Contractbeheer
Elektronische handtekening
Factureren
Mobiele toegang
Offertes
Online tijdklok
Plannen
Routering
Verzendbeheer
Volgen van servicegeschiedenis
Voorraadbeheer
Werkorderbeheer
Aanpasbare branding
Beheer van IT-assets
Beheer van Service Level Agreements (SLA's)
Communicatie via meerdere kanalen
Documenten opslaan
E-mailintegratie
Geautomatiseerde routing
Interactie bijhouden
Kennisbankbeheer
Netwerkcontrole
Realtime chatten
Ticketbeheer
Waarschuwingen / Escalatie
Zelfserviceportal
Auditing van problemen
Dashboard
Escalatiebeheer
Kennisbankbeheer
Opdrachtenbeheer
Projectbeheer
Taakbeheer
Terugkerende problemen
Uitgifteplanning
Beslisboom
Catalogiseren/categoriseren
Contentbeheer
Discussieforums
Kennisbankbeheer
Samenwerking
Zelfserviceportal
Zoeken in gehele tekst
Bewaking van sociale media
Bijhouden van klachten van klanten
Casusbeheer
Corrigerende maatregelen (CAPA)
Enquêtebeheer
Feedbackbeheer
Formulierbeheer
Klachtenclassificatie
Kwaliteitsborgingbeheer
Problemen bijhouden
Routering
Zelfserviceportal
Afsprakenbeheer
Callcenterbeheer
E-mailbeheer
Enquêtes en feedback
Integratie van sociale media
Kennisbank
Live chatten
Prestatiemeetwaarden
Virtuele assistent
Waarschuwingen / Escalatie
Wachtrijbeheer
Workflowbeheer
Zelfserviceportal

Reviews van Freshdesk

5 van 2.177 reviews worden weergegeven

In totaal
4,5/5
Gebruiksgemak
4,5/5
Klantenservice
4,6/5
Functies
4,3/5
Waar voor je geld
4,4/5
Juan pablo A.
Installed Base Manager
Managementconsulting, 13-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
  • Totaalscore
    5/5
  • Gebruiksgemak
    4/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    4/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    9/10
  • Bron van de reviewer 
  • Beoordeeld op 3/12/2019

"Great ticket management software"

Opmerkingen: I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.

Pluspunten: FreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.

Minpunten: The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.

  • Bron van de reviewer 
  • Beoordeeld op 3/12/2019
Thabo M.
Managing Director
Mijnbouw en metalen, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    5/5
  • Gebruiksgemak
    4/5
  • Functies en functionaliteit
    3/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    10/10
  • Bron van de reviewer 
  • Beoordeeld op 16/1/2020

"TMI-SSP (PTY) LTD"

Opmerkingen: Wonderful, I really like their 24hrs support system

Pluspunten: With 5 years in business, we started seeing change in our revenues and employee behaviour in the last 2,5 years of using FRESHDESK. We stopped for sometime thinking maybe we could continue without these tools and a huge gap opened up thus we had to go back to the tried & tested.

Minpunten: Ease of business
Friendly Interface
Work Anywhere (App or Web)

  • Bron van de reviewer 
  • Beoordeeld op 16/1/2020
Torre C.
Owner
Informatietechnologie en -diensten, 2-10 werknemers
Heeft de software gebruikt voor: 6-12 maanden
  • Totaalscore
    5/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    4/5
  • Waarschijnlijkheid van aanbeveling
    10/10
  • Bron van de reviewer 
  • Beoordeeld op 27/5/2020

"Client Friendly Ticketing System"

Opmerkingen: We’ve loved Freshdesk since we switched to it about 8 months ago. Our clients love it too. It’s cool that there is also a Knowledgebase feature built-in to help avoid ticket creation for common issues. Their support has proven helpful when we’ve needed them, the platform is feature-rich, and the pricing is very competitive.

Pluspunten: The easy to use and beautiful ticketing system not only works great online but also functions very well for our clients if they only ever submit and respond to tickets via their email.

Minpunten: It would be nice if there were more sophisticated tasks / reminders as part of the ticket features but that is not even a feature most people look for, and we have ways to work around those limitations.

  • Bron van de reviewer 
  • Beoordeeld op 27/5/2020
Sean Y.
Managing Partner
Architectuur en planning, 13-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    2/5
  • Gebruiksgemak
    4/5
  • Functies en functionaliteit
    4/5
  • Klantenondersteuning
    1/5
  • Waar voor je geld
    2/5
  • Waarschijnlijkheid van aanbeveling
    1/10
  • Bron van de reviewer 
  • Beoordeeld op 23/11/2019

"You're on your own"

Pluspunten: The platform is relatively user friendly and has a sufficient number of features to work well.

Minpunten: Service is highly unreliable, and if something significant happens - don't expect Freshdesk to be available to help you. It can take 2-4 days to get a hold of someone EVEN IF YOU ARE FUNCTIONALLY SHUT DOWN. Here was our experience: We had been using Freshdesk for 3-4 years and were relative experts on our plan. We arranged to make a change to our Freshdesk plan to switch to a multi-product platform. We upgraded to a plan costing 7x our current cost per user and requested to speak with a Success Manager to plan to the changes. It took persistence and some time to get on the phone with someone. The person we got has had relatively low product knowledge, but escalated to a very competent product engineer fairly promptly. We confirmed our plan and attempted to implement independently after business hours. We were forced to initiate a backout plan when errors and unpredictable behaviour blocked our completion. Our backout plan partially failed and customers were impacted for 3 days before we were able to get anyone to help us. We heard a myriad of responses via email as to why a phone call was not possible from, "I am not working today" to "I will give you a call next week at your convenience" and "I will have XX get a hold of you to help" - but no call, no chat, no email Q&A -- radio silence. We got the message loud and clear 'you are not that important'. Be warned - if something go wrong, the documentation is very modest and don't necessarily expect help.

  • Bron van de reviewer 
  • Beoordeeld op 23/11/2019
Geverifieerde reviewer
Managing Director
Computersoftware, 2-10 werknemers
Heeft de software gebruikt voor: 1-5 maanden
  • Totaalscore
    4/5
  • Gebruiksgemak
    4/5
  • Functies en functionaliteit
    4/5
  • Klantenondersteuning
    2/5
  • Waar voor je geld
    3/5
  • Waarschijnlijkheid van aanbeveling
    7/10
  • Bron van de reviewer 
  • Beoordeeld op 12/4/2020

"It's good enough, but some features are lackluster, too expensive or missing"

Opmerkingen: You'd think that 400M of total investments gets you an insanely good piece of software. It does not.
Freshdesk was a huge step up from the tool we used previously and has some nice features. It's disappointing that some of the features are lackluster implemented or missing altogether or require you to purchase a higher tier license - just to maybe get one more feature out of a whole bundle you won't need.
That's not a stand-alone issue in this industry, but it's extra disappointing if you come across a promising tool that just can't go that extra mile.

Pluspunten: It's quickly set up and you'll be working with it in no time, especially when you start from scratch and don't need to import (a lot).
As you work more with it, you'll run into a few issues that you'll have to adjust to. Most of it isn't major, it's just these little things that would turn it into a great tool. So without them, it's "only" good.
There are a few nice features when it comes to automation.

Minpunten: There's quite a few things I find annoying. None of them are bad enough to stop using Freshdesk altogether, but they're annoying. In no particular order:
- There's no default ticket view for users, information like this is stored in cookies - and lost when a user needs to delete their cookies for one reason or the other.
- Ticket list can be filtered by various criteria, those filters can be saved. But columns are set once, regardless of views. So you can't have different ticket lists where one shows the priority and the other does not for example.
- Speaking of lists: They are hard coded only for contacts and companies.
- The API uses base auth with a very simple password.
- Automations are limited in scope and the rules need to be set up very, very carefully to make sure they don't interefere with each other.
- If you want to change basic SLAs, you need to upgrade to the higher tiers.
- If you want to have different Notification emails per group or type, you need to handle them in Automations (with less formating options) and not via the Email Notification Templates.
- Some things are dictated by the system and can't be changed or turned off: Some notifications, some columns in the ticket views, for example.
- Status codes are shared across different groups and/or products. So if you need a "Pending Approval" status for your Changes, you will have it in Incidents, too.

  • Bron van de reviewer 
  • Beoordeeld op 12/4/2020