Freshdesk Erfahrungen

Klasse CX Lösung mit tollen Erweiterungen

Kommentare: Klasse Lösung für Service-Center die v.a. mit externen Kunden / Stakeholdern zu tun haben

Vorteile:

Schnell und einfach einzurichten - gleichzeitig toll auf die CX Bedürfnisse von mittleren Call-Centern und Shops ausgelegt.

Nachteile:

Die Produkte Freshdesk, Freshservice und Fresh-CRM sind nicht ideal aufeinander abgestimmt - laufen eher parallel.

Die Probleme liegen im Detail.

Kommentare: Für kleine Unternehmen, gut nutzbar, sobald die Organisation grösser wird, und die Strukturen komplexer, nicht zu empfehlen.Man konzentriert sich auf KI Features, die nicht funktionieren, und vernachlässigt die komplett das Basisprodukt.

Vorteile:

Anwenderfreundlichkeit ist gut, für die Supportmitarbeiter. Administration und Reporting für grössere Organisation sehr schwach.

Nachteile:

Freshcaller hat sehr viele Schwächen die sich besonders in grossen Organisationen zu Showstoppern werden können.Wenn Mitarbeiter auf verschiedene LOBs gekillt sind, können mehrere Anrufe gleichzeitig eingehenPriorisieren von LOBs nicht möglich.Reporting inkonsistentDie einfachsten Features, wie z.B. dass ein Mitarbeiter einen anderen anruft, nicht möglich bzw. seid Jahren in Entwicklung.Support, oft ungenügend, und bald nur noch gegen einen Aufpreis wenn man Technischen Ansprechpartner möchte.

Einfach Implementierung und Top Service

Kommentare: Wir nutzen Freshdesk für unseren Service, da wir vorher alles über Outlook beantwortet haben. Da wir täglich mehrere hunderte Mails bekommen und die Kunden nach 24 Stunden schon ungeduldig werden, ist ein Ticket-System, das automatische Nachrichten versendet optimal.

Vorteile:

Das Produkt ist wirklich super einfach zu bedienen und einzurichten. Der Support über den Chat antwortet auch immer innerhalb weniger Minuten und konnte bei jedem Problem eine schnelle Lösung finden - nicht nur für uns als Nutzer, aber auch für unseren Programmierer, der eine Schnittstelle zu unserer Webseite eingerichtet hat. Hier wurde auch die Einfachheit gelobt.

Nachteile:

Das einzige negative war, dass die Testumgebung nur beim teuersten Paket enthalten ist.

Hilfreiche Kundendienstsoftware und auch flexibel beim Nutzen

Kommentare: Sehr Hilfreich und es ist noch gut zu empfehlen

Vorteile:

Freshdesk hat richtrig viele Tools und Futures, damit man nutzen kann für ein bessere Teamarbeit. Zu zweite ist auch günstig, also passt meistens zu allen

Nachteile:

Beim Öffnen das Programm, dauert etwa Zeit. Außerdem wäre noch besser mehrere Tools erstellen, um der Arbeit noch mehr verbessern

Solides Ticketing

Vorteile:

Mir gefällt die einfache Handhabung des Systems. Das System ist wirkllich schnell verstanden und eingerichtet.

Nachteile:

Die Auswertungsmöglichkeiten sind stark beschränkt. Ich kann allerdinsg nur von der Growth Variante sprechen.

Einfach und Günstig

Vorteile:

Preisgünstiges Ticketsystem, viele Funktionen

Nachteile:

In der kostenlosen Variante nicht viele Möglichkeiten ein Ticketfeld zu erstellen

Freshdesk eine Effiziente Kundenbetreuung

Vorteile:

Freshdesk bietet eine benutzerfreundliche Oberfläche, die es Benutzern leicht macht, sich einzuarbeiten und produktiv zu arbeiten

Nachteile:

Einige Nutzer haben festgestellt, dass Freshdesk in Bezug auf die Preisgestaltung relativ teuer sein kann, insbesondere wenn sie viele Agenten oder erweiterte Funktionen benötigen

Schnell einzurichten & Leicht zu bedienen

Vorteile:

Freshdesk lies sich problemlos implementieren und der Schulungsaufwand aller Nutzer war erfreulich gering.

Nachteile:

Gelegentlich gibt es Prozesse, welche nicht 1:1 abzubilden sind. Aber dies ist i.d.R. sehr leicht zu beheben.

Meine Erfahrungen mit Freshdesk

Vorteile:

Dass Freshdesk cloudbasiert ist und leistungsstarke Lösungen bietet

Nachteile:

verschiedenste Konversationen von unterschiedlichen Kanälen werden zusammengefasst

Wichtiges Tool für Unternehmer

Kommentare: Bekomme positive Rückmeldung meiner Kunden und das ist ausschlaggebend.

Vorteile:

Für die Unterstützung bei Interessenten und Kunden ein Top Tool

Nachteile:

Bisher keine Nachteile, darum habe ich nicht negatives zu berichten.

Convenient and reasonably priced

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Fresh or Foul? Let's Dig In

Kommentare: 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.

Vorteile:

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.

Nachteile:

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

Kommentare: Its a basic chat tool as per me. No great features to talk about.

Vorteile:

Storing of responses / canned responses not there in Live Person

Nachteile:

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

Kommentare: 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!

Vorteile:

So easy to use and manage customer relationships even from abroad!

Nachteile:

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

Kommentare: Terrible customer service, negated all our communication and own us credits.

Vorteile:

The system and set up is good. Easy to use.

Nachteile:

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.

A great support platform for ensuring client success

Kommentare: A fantastic tool to manage client support and success, with an indepth reporting system and plenty of features to ensure that SLAs are met and that clients are kept happy. Automated features across the platfrom are also incredibly helpful.

Vorteile:

It's personalised reporting and filtered views across multiple different screens means that accessing the exact data on SLAs and notifications was so easy to access, regardless of how many support tickets are active.

Nachteile:

It's UI is a little outdated, but it looks like they're improving that constantly.

A Great CSS

Kommentare: My experience is very positive, with no lag, great versatility, and performs perfectly for our needs.

Vorteile:

It has many useful functionalities and great analytics. Flawless for keeping track of tickets and staff members' performance.

Nachteile:

The cons are very few and not worth mentioning. We had minor outages in the past which is normal with any kind of software.

Freshdesk made work easy!

Vorteile:

Freshdesk has simplified my workflow, allowing me to easily track customer emails and cases and work with different teams using a single ticket.

Nachteile:

While sending the emails to the customer, sometimes, we face text formatting issue

Makes customer support way easier

Vorteile:

The ticketing system works really well. Most of our customer requests are about the same few topics, so we have added a few saved replies to Freshdesk, which saves us a lot of time.

Nachteile:

At first it's not that easy to understand where I can find everything I need to access but after a few sessions it becomes way easier.

Solid tool!

Kommentare: Freshdesk is a solid tool for organizing and managing tickets and workflows.

Vorteile:

Simple system for tracking tickets and updates.

Nachteile:

You have to be careful about replying to a ticket, so the member/customer does not see replies.

Freshdesk is a great alternative to over priced industry stalwarts.

Vorteile:

Freshdesk has been a breeze to set up and use effectively. My team loves how easy it is to quickly work through tickets. We heavily use Trello and their integration is top tier. When issues do come up, the support team is always available to answer my questions. Even when it doesn't support a particular workflow, I've always been given excellent suggestions to work around its limitations.

Nachteile:

Many integrations are v1 products that were built years ago and never updated. Salesforce integration needs a lot of work. We had to disable it because it was using too many API calls.

Very happy with this purchase

Kommentare: I am currently the only person responsible for customer support in a small company. Freshdesk made it much more easy for me to manage support tickets due to SLAs, automations, etc. I used to have to do pretty much everything manually. We'll be adding new users soon because of this great experience.

Vorteile:

Ease of use. Reasonable price. Otherwise, I like the way tickets can be prioritized with SLAs, status, etc. Canned responses and automations are great too.

Nachteile:

The automations, despite being very nice, are somewhat limited in terms of what they can do. Sometimes I'd like to go a little further than what they can offer. It's often just little details, but it could make a big difference. Here are a few basic examples: 1) IF field is empty, THEN send a notification to the user with a message saying that it has to be updated. This is not possible since we can't have an automation triggered by a field being left blank. 2) Only the custom fields with drop down lists can be used as triggers for automations. Also, I'd like to be able to have the SLA based on the expected first response rather than the expected resolution. Overall though, it makes my job a lot easier.

Superb Experience

Kommentare: We needed an efficient CRM system, easy to set up an with easy access to analytics to manage our tickets and Freshdesk was able to give us that and more. We love that its features are based on time; we are able to measure agent and team performance on this.

Vorteile:

Freshdesk is built on ITIL framework and very easy to use. It took me a few minutes to figure it out, find all the metrics that we needed and set up. The support and software team are readily available on chat, email and conference call - regardless of need. Lately I see lots of improvements in the software (like the Field Service Management, Proactive Reach and advance ticketing). Some of the new features have helped us tremendously while others (FSM) has got us thinking on efficiency in our field work.

Nachteile:

In improving the system, a few of our favored features are taken off. For instance, with Linked Tickets we are unable to send bulk emails from the Tracker. The alternative is to send bulk emails from the Tickets view or filtered view; this is tedious if one has to select individual tickets which notice is meant for or when there are multiple linked tickets to different trackers. Also, Email Outreach should have the alternative of selecting contact from Freshdesk instead of uploading a CSV file

TMI-SSP (PTY) LTD

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

Vorteile:

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.

Nachteile:

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

Good Software, Bad Marketing. Bait-and-Switch (beware)

Kommentare: While Freshdesk has a great UI, and is a feature-rich service, the truth behind the advertising leaves much to be desired. While their software is good, the pricing model isn't, and their marketing is intentional bait-and-switch. The features listed on each pricing tier are expanded upon here: freshdesk.com/features. Once you buy, and ask what's up, the support will tell you to upgrade for that feature, and link you to a page that isn't linked to from anywhere on their site: freshdesk.com/helpdesk-features, as justification. As an example, $15/agent/month includes, "SLA Management," which is described from their features page as including every SLA feature, including basic things like SLA email notifications, reminders, escalation policies. You know, what anyone would think of as "SLA Management." However, none of those features are actually included in that price plan. To even get email notifications of SLA violations, or have your SLA respect office hours, you'll have to pay $50/agent/month. Worse, there is no way to discover this until after you've paid and spent time getting everything set up.

Vorteile:

Wonderful tracking and organization of emails and support issues, with a nice and clean UI, and simple tools to automate many support tasks.

Nachteile:

Features listed as included in lower tiers on their pricing page, are not actually included until much higher tiers. See: https://freshdesk.com/helpdesk-features for the real breakdown. Freshdesk has no links to that page, and you'll only get it if you ask about a missing feature in their support portal.