Freshdesk Contact Center Reviews & Product Details

The implementation and support were amazing. Even after using the product for over 5 years, I am still pleased with the decision. We recently took on chat bots which have also helped deflect over 40% of contacts.

When we require support, we receive prompt responses and resolutions. Review collected by and hosted on G2.com.

I do not find any dislikes about the product it self, however, some functionalities could improve such as canned responses having customised rules which would then auto-populate ticket fields. This would save front-line staff time on filling these in manually.

I have provided this as feedback since we joined over 5 years ago but it does not appear to be a major part of improvement for Freshdesk. Review collected by and hosted on G2.com.

It packs a powerful set of tools at your disposal for a great price. It is easy to implement and the support is excellent and timely. Review collected by and hosted on G2.com.

I wish more AI features are available at all tier plans and not only at the most expensive tiers. Review collected by and hosted on G2.com.

I’ve been using the Freshworks Customer Service Suite for more than 4 years, and it’s been very useful. The features like ticket management, live chat, and automation have really improved our customer support. Review collected by and hosted on G2.com.

One small area for improvement could be the customization options for reports. Overall, it’s a great tool, and I’d definitely recommend it to others looking for a reliable customer service solution. Review collected by and hosted on G2.com.

Lo que mas me gusta es la facilidad de uso, desde que comence a usar mejore un monto mi productividad. Su facil interfaz la hace facil de aprender.posee muy buen soporte al cliente, eso tambien significa interes en el usuario y su integracion es eficiente y util, la uso muy frecuentemente. Review collected by and hosted on G2.com.

Alguna funciones avanzadas no son tan intuitivas y lleva bastante tiempo aprender a usarlas y manejarlas bien, aveces no posee una facilidad de implementacion. Review collected by and hosted on G2.com.

I like having one tool to encompass all of the channels. Review collected by and hosted on G2.com.

Support is nearly nonexistnet. We have consisten issues on a daily basis. Primarily with voice and chat but this is now bleeding over into FreshDesk. Review collected by and hosted on G2.com.

Unified Platform: Freshworks offers a suite of customer engagement tools, including customer support, marketing, sales, and more, all integrated into a single platform. This unified approach streamlines workflows and eliminates the need for multiple disjointed tools.

Automation: The automation features within Freshworks help reduce manual tasks, increase efficiency, and ensure timely responses to customer interactions.

Integration Capabilities: The software's ability to integrate with other popular tools and platforms contributes to a more comprehensive and connected business ecosystem. Review collected by and hosted on G2.com.

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Response Time: In some cases slower response times from customer support, impact the resolution of urgent issues.

Feature Requests: Users might wish for certain additional features that are not currently available within Freshworks' offerings. Review collected by and hosted on G2.com.

Unified Customer Experience: Freshdesk Omnichannel allows businesses to manage customer interactions across multiple channels from a single platform, providing a unified experience for both customers and support agents.

Seamless Channel Integration: Freshdesk Omnichannel integrates with various communication channels, including email, chat, phone, social media, and more, making it easy for businesses to manage customer inquiries across multiple channels from a single platform.

Automation and Workflows: Freshdesk Omnichannel offers automation and workflow features that can help businesses automate repetitive tasks and streamline support processes. Review collected by and hosted on G2.com.

Pricing: Freshdesk Omnichannel offers various pricing plans, and some businesses may find the cost to be a potential drawback, especially if they have budget constraints or are looking for more affordable options

Learning Curve: While Freshdesk Omnichannel is designed to be user-friendly, it may still require some time for support agents to learn and adapt to the platform, especially if they are new to customer support software or have limited technical proficiency Review collected by and hosted on G2.com.

It solves most of our channel integration issues. We integrate at the moment: email, telephone, chat from website and whatsapp. We even managed to integrate a local telephone provider for lower phone rates. Review collected by and hosted on G2.com.

Although it is an omnichannel tool you get all the features with a better organization of the functions on the separate tools for each channel (e.g. Freshcaller). Review collected by and hosted on G2.com.

It is simple and easy to use. You can use it on any PC or mobile device. It is cheaper than other providers and there is virtually no downtime. The quality of the calls is outstanding. Review collected by and hosted on G2.com.

I wish there were integrations with AI tools such as Vonage AI where you can set up virtual agents to pick up the phone. Or if there is a tool to summerize the calls as in voice to text. Review collected by and hosted on G2.com.

Easy use interface. Can be incorporated with social media app in ease. option to convert calls, messages and comments from social media into tickets. Pre-configured analytics report, which are customisable as per requirment. Different levels access can be assigned as per job role. Detailed report genaration also report can be cutomised as per requirment Review collected by and hosted on G2.com.

Report cannot be downloaded from the tool directly and the same need to be downloaded from the link sent to email. Review collected by and hosted on G2.com.