Freshdesk Streamlines Customer Support Software
SKU5634
BrandFreshdesk
IndustryCommerical & Financial
TechnologyRFID & NFS
CategorySoftware & Solutions
MiniCategoryCMS & Collaboration
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Solution
Regular Price
Type
key Contact
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Address
89/2, West Panthapath,Dhaka
Public Notice
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Download Profile
Last Update : 17-09-20 -
Download Brochure
Last Update : 17-09-20 -
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Last Update : 17-09-20
"Freshdesk is a workable solution, but takes a lot of maintenance."
What do you like best?
Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier to create and edit than my web site, plus solutions can be easily linked or added to customer responses.
What do you dislike?
Freshdesk seems to be intended for support for software companies, not consumer products. As such, it is very biased toward a semi-technical customer base. For example, for a user to get support, they must click the button that says "create a ticket". In the software world, that is very obvious lingo, however it confuses non-technical customers (in my world, the ones most likely to need support). It would be more universal to have the button say something like "contact us" for example. I have had a lot of negative feedback from my customers just because they didn't know where to start, so that often results in a phone call which is much less effective and much costlier. Additionally, the Freshdesk system prefers to have users create an account before submitting a ticket. That is a lot to ask of customers who are just looking for an answer. Because I allow customers to create a ticket without explicitly creating an account, Freshdesk assumes the customer name to be the first part of their email address - which makes for very impersonal initial responses. Editing the customer name requires a surprising number of steps. There are many other similar issues with Freshdesk that I have reported to Freshdesk and they have promised to respond, but that was many months ago now - which makes me think they are having a hard time managing support using their own tool.
Recommendations to others considering the product
Freshdesk is a viable solution, but is not without issues. I suspect the same could be said of any support solution, so for the price Freshdesk is a reasonable choice. Freshdesk appears to be a relatively young company with potential for great improvement. If they are successful, it will be very good to grow with them, but the decision is not without risk.
What business problems are you solving with the product? What benefits have you realized?
Using Freshdesk has allowed me to hire additional part-time support agents and provide a well coordinated response to customer technical questions, product information, endorsements, and general feedback. While it takes some effort to work around the items I dislike, we have still been able to create a lot of lifelong customers because we solved their problems. We have also realized a number of new dealers and distributors who contacted us via our Freshdesk portal.
Freshdesk Features
Ticket and Case Management
WorkflowRoute tickets based on values of fields, changes to ticket status and time based conditions | 85% (Based on 1,262 reviews) |
Response AutomationRespond to common requests with standard reply | 86% (Based on 1,182 reviews) |
SLA ManagementService Level Agreement Management | 83% (Based on 992 reviews) |
Attachments/ScreencastsDocuments and files can be attached to the ticket to communicate with customer issues/resolutions | 86% (Based on 1,224 reviews) |
Ticket CollaborationShare and collaborate on tickets with multiple customer service representatives | 87% (Based on 1,158 reviews) |
Ticket Creation User ExperienceUser Experience of creating and submitting a ticket | 89% (Based on 1,338 reviews) |
Ticket Response User ExperienceUser Experience of responding and recieving a response | 89% (Based on 1,349 reviews) |
Knowledge Share
Knowledge BaseProvides a repository of information that can be used by those seeking support. | 88% (Based on 543 reviews) |
Searchable ArticlesMakes articles in the knowledge base searchable on the web. | 87% (Based on 509 reviews) |
Community ForumsEnables users to engage with other users to solve common issues. | 85% (Based on 326 reviews) |
Interactive FAQs & ForumsAllows site administrators to participate in forums and update FAQs accordingly. | 85% (Based on 342 reviews) |
Communication
Pop-up ChatEnables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | 89% (Based on 228 reviews) |
NotificationsDelivers notifications to both sides of the conversation. | 88% (Based on 243 reviews) |
Targeted EmailsSends automated emails to further engage clients and potential clients. | 89% (Based on 161 reviews) |
In-App MessagingAllows for live chat to be enabled within the app for customer help. | n/a |
Process
MentionsScours various channels for brand mentions to proactively seek reparative communications. | n/a |
TicketsCreates and assigns support tickets, scheduling them in a timely manner. | 94% (Based on 204 reviews) |
MacrosAllows administrators to create templated responses to frequently asked questions. | 89% (Based on 126 reviews) |
CollaborationAllows employees to communicate and collaborate on the problem solving journey. | 90% (Based on 149 reviews) |
Interaction
Web PortalsTakes users to a customer-based site location, customized to match the site. Can either be public or require login. | n/a |
Forum to ReponseCreates tickets from forum questions that were not resolved within the community. | 85% (Based on 311 reviews) |
Tickets and TaggingTroubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel. | 89% (Based on 531 reviews) |
Live ChatEmbeds live chat capabilities within self-service tools. | 88% (Based on 314 reviews) |
Internal Use
Customization | 81% (Based on 926 reviews) |
Conversation ArchivingArchives conversations in a separate location for later reference. | n/a |
Lead DevelopmentEnables employees to denote potential customers. | n/a |
Knowledge BaseEstablishes a knowledge base for employee reference during conversations. | 89% (Based on 213 reviews) |
Team InboxProvides a central location for help requests, helping employees respond sooner. | 90% (Based on 174 reviews) |
Customer ProfilesAllows for the creation of profiles for contacts and customers. | 86% (Based on 197 reviews) |
Channels
PhoneConnects employees with customers through a calling solution. | 86% (Based on 102 reviews) |
TextConnects employees with customers through a text message solution. | n/a |
Connects employees with customers through an email solution. | 93% (Based on 202 reviews) |
SocialConnects employees with customers through a social media solution. | 88% (Based on 159 reviews) |
Live ChatConnects employees with customers through a live chat solution. | 90% (Based on 132 reviews) |
Insight
SurveysProvides opportunity for customers to give feedback through a survey. | 86% (Based on 131 reviews) |
ReportingEnables administrators to create customized reports reflecting customer satisfaction. | n/a |
Visitor ActivityAllows administrators to track visitor activity to understand the research that was done before turning to customer service. | 88% (Based on 128 reviews) |
Help DeskProvides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. | 91% (Based on 177 reviews) |
Communication Channels
Customer PortalAllows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | 87% (Based on 1,085 reviews) |
Email to CaseAbility for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 90% (Based on 1,205 reviews) |
Chat/Live SupportAbility for customer service agents to communicate with customers via live chat to solve problems live | 86% (Based on 578 reviews) |
Social IntegrationIntegration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | 83% (Based on 496 reviews) |
Call Center
Make, Receive, and Record CallsMake and receive calls directly in the application. Track and record calls for analysis. | 82% (Based on 306 reviews) |
Customer and Contacts DatabaseCentral repository for account and contact information | 80% (Based on 570 reviews) |
Products and Version TrackingCentral repository for tracking products and product versions customer is using | 82% (Based on 301 reviews) |
Call ScriptingProvides abilty for customer reps to use a script when calling customers for common reasons | 81% (Based on 212 reviews) |
Interactive Voice Response (IVR)Automates interactions with telephone callers so that calls can be routed to the appropriate agent | 84% (Based on 225 reviews) |
Self Service/Community
ForumsOnline discussion functionality so customers can have conversations among each other | 84% (Based on 581 reviews) |
Knowledge BaseSearchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry | 86% (Based on 946 reviews) |
Ideas/FeedbackAllows customers to enter and vote on suggestions to products and services | 85% (Based on 651 reviews) |
Q&AAllows customers to post questions publicly and get answers from customer service agents and other customers | 86% (Based on 620 reviews) |
Reporting & Analytics
Social MonitoringFunctionality to Monitor social activity for brands/products and respond in social network to customers social activity | 83% (Based on 410 reviews) |
Reporting | 79% (Based on 1,101 reviews) |
Dashboards | 83% (Based on 1,179 reviews) |
Platform
ITIL ComplianceITIL is a methodology for ticket management that some Help Desk tools are built to support | 83% (Based on 275 reviews) |
Mobile User SupportAllows software to be easily used on multiple mobile devices include phone and tablet devices. | 83% (Based on 573 reviews) |
Customization | 81% (Based on 926 reviews) |
User, Role, and Access ManagementGrant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 86% (Based on 887 reviews) |
Internationalization | 83% (Based on 450 reviews) |
Performance & Reliability | 90% (Based on 872 reviews) |
Integration APIs |
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