FRESHDESK INC. - Software Vendor Review

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FRESHDESK INC.

1199 reviews

Freshdesk was built ground-up to make your agents’ lives better. That is why you will find intelligent capabilities out-of-the-box, that automatically categorize, prioritize and dispatch your tickets, and even

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Overview of FreshdeskUpdated: Nov 30, 2018

Freshdesk is feature-packed web-based customer support solution that allows companies to provide service to their customers in many helpful ways. Freshdesk was released in June 2011 by a company with the same name that was founded by Girish Mathrubootham, an Indian national, and with his team.

Ever since the release of Freshdesk, it has grown its customers because of its great performance. Their efforts were recognized through different awards and media attention. Today, they are used by companies from across the globe and are supported by investors, all because of an innovative and ambitious software product.

Freshdesk Average Rating -

The average rating of Freshdesk is 4.5 stars. The rating is based on 1199 aggregated online reviews.

Freshdesk Typical Customers

Freshdesk works great for small to medium enterprises that think they need to rely on a cloud-based solution for their customer support. From the time it was open commercially, Freshdesk has been able to grow its long list of satisfied customers. In fact, it has a client in almost every country. Among these are Goodreads, Hugo Boss, Pearson, Truecaller and Stanford, to name a few. If you notice, these brands are from various industries, which only shows how versatile Freshdesk is.

Freshdesk Features

Every business needs customers for making a profit, implying that attracting, growing and retaining a robust customer base is a key necessity. These tasks are not easy and requires a dedicated team and the help of technology to systematically handle the same objectives. This could be in the form of a software solution that handles customer information through feedback and requests.

Freshdesk is easy to use, and offers affordable pricing and full featured packages. Its main features include a helpdesk ticketing system, time tracking, customer support and knowledge base. Through a user-friendly program, customer management is made easy and strategic by Freshdesk. The time saved allows you to focus on other aspects of your business that are equally important.

Key Features of Freshdesk:

  • Simple, fast setup.
  • Multi-channel support - email, phone, chat, social and more
  • Self service portal to help your customers help themselves
  • Community portal to engage your biggest fans Multiproduct support for your global company
  • Multi-language & multi-time zone support Integration with Google Apps, Salesforce, SugarCRM, and more
  • Surveys to measure customer satisfaction
  • Smart automations to save your agents time Integrated game mechanics to motivate your agents Insights and powerful reports about your help desk
  • Freshdesk 5 Pros

    • Freshdesk is easy to use – upon set-up you can already work with it in just a couple of minutes
    • With this web-based customer support software, users can enjoy the convenience of not having to maintain a server and get constant updates of recent functionalities
    • Freshdesk is highly customizable in terms of functionality and integration, allowing great flexibility
    • The product offers great support from their technical team, which is very helpful if you are having problems with one or more functions.
    • Freshdesk can store a vast amount of information, including FAQs, that can help new users resolve issues that were already encountered by others.

    Freshdesk 2 Cons

    • For now, Freshdesk doesn’t have features on contract customers which could be helpful for some business since they can be warned if contracts are up
    • One of this solution's downsides, although minimal, is that emails can’t process first names easily

    Freshdesk Alternatives

    Zendesk and Zoho Support are two of the main competitors for Freshdesk.

    ZohoSupport is part of the Zoho application suite and addresses customer support needs of a business with a cloud based solution. It incorporates workflow automation and can be easily customized to match internal business process requirements. The product allows customers to contact on a variety of channels including voice, chat, email & social media. There are also analytic tools to monitor service performance with dashboards to view compliance with key support KPIs and metrics.

    Freshdesk in comparison provides some additional features for customer support such as its “suggested solutions” which recommends resolutions based on an analysis of similar service issues. The product also supports service level agreements to define support metrics to be achieved, and this is incentivized for support agents through its gamification feature where they can compete to be rewarded for best support rendered on various performance metrics.

    Zendesk on the other hand includes a knowledge base integrated with self service portals that customers can use to solve commonly faces problems and thereby improve resolution times. Additionally the product supports a community forum where discussions, posts and queries can be addressed in collaborative framework. There is also an App library where additional tools can be integrated to enhance the Zendesk product.

    Freshdesk while providing similar features also includes an “Observer” option to automatically trigger events on tickets based on configured rules. In addition the product can integrate customer support in different countries in one platform, as well as include multiple languages as needed.

    Freshdesk Pricing Information

    Freshdesk is priced per support agent per month, and has 5 different plans:

  • Sprout - Free for Getting Started.
  • Blossom - $19 per agent per month.
  • Garden - $35 per agent per month.
  • Estate - $49 per agent per month.
  • Forest - $89 per agent per month.
  • FRESHDESK INC. - 4 software products

    product picture

    1. Freshdesk


    Freshdesk is feature-packed web-based customer support solution that allows companies to provide service to their customers in many helpful ways. Freshdesk was released in June 2011 by a company with the same name that was founded by Girish Mathrubootham,

    product picture

    2. Freshsales


    Freshsales is a web-based CRM integrating several sales and marketing features that will help any businesses in achieving growth and success. The software gives complete view of the customers and the data gathered from it can be transformed to true sales.

    Categories: .
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    3. Freshservice


    Freshservice is an IT asset management solution for businesses of all sizes. It offers help in such domains as compliance, service management, reporting, and asset management. The software was designed and launched by Freshservice Inc headquartere

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    4. Freshservice ServiceDesk


    Freshservice ServiceDesk is cloud-based IT service management software giving users all the IT support they need.


    Company: FRESHDESK INC.
    Address Los Angeles, CA
    Vendor Type: ISV
    Proficiency: Software Development
    Employees: 51-200
    Industry Focus: Information Technology and Services

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