Freshdesk is a force multiplier for a tiny customer service team!
July 15, 2023

Freshdesk is a force multiplier for a tiny customer service team!

Anthea Strezze | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Free

Overall Satisfaction with Freshdesk

I'm a huge fan of Freshdesk, and we're not even using the full functionality yet!

Prior to Freshdesk we were managing customer service via email and social media, and it got very messy whenever more than one person needed to touch a request. Lots of requests got missed, and it was very difficult to check what interactions we'd had with a customer previously.

We implemented Freshdesk with email and Facebook integrations, and it was an immediate improvement that got even better over time as we set up canned texts and internal processes. We're also looking at implementing the customer portal in the future, although we didn't have the time to look at it previously.

Some of the most valuable features include: threaded messages, tickets automatically reopen when a customer replies (automation available for Growth and above), being able to search the history by name, email, and keywords, being able to filter by ticket types and tags, being able to set up custom canned text to answer all our most common inquiries quickly, and the ability to bulk edit tickets to reply when there's an incident that causes a flood of people all asking the same questions and needing the same update.

Pros

  • Easy to search history
  • Threaded messages
  • Customizable canned text
  • bulk edit

Cons

  • I don't really have any complaints...
  • We reduced the number of missed tickets from around 10 per month to 0
  • We reduced the turnaround time on tickets from several days to one business day
  • We were able to effectively manage responses to hundreds of emails during a one-day incident in 2020 in a timely manner with just one person working full time.
I was able to do an effective implementation with minimal effort.
While I wasn't able to put in the time to learn and implement the advanced functionality, I was able to set up a system that solved our major pain points and has kept us going for multiple years with minimal staff. Now that the company was acquired, I'm recommending that we continue using Freshdesk, upgrade to the next tier, and expand our usage to make use of the advanced functions.
I haven't made use of the AI-powered automations yet, but being able to handle both email and facebook messages/posts from one platform with an easily searchable history, the ability to set up easily applied "canned text" answers, and the ability to bulk edit when needed, has been a great tool for improving customer satisfaction and also gathering feedback for product improvement.

Do you think Freshdesk delivers good value for the price?

Yes

Are you happy with Freshdesk's feature set?

Yes

Did Freshdesk live up to sales and marketing promises?

Yes

Did implementation of Freshdesk go as expected?

Yes

Would you buy Freshdesk again?

Yes

If you're currently using email for customer service, Freshdesk will be a huge improvement!

If you're used to B2B and branching out into B2C and finding your current approach to ticket management cumbersome, give Freshdesk a try to see if it solves your pain points.

If you're using another ticketing system and looking for a specific functionality, reach out to their reps - I've always found them very helpful!

Freshdesk Feature Ratings

Organize and prioritize service tickets
10
Expert directory
Not Rated
Ticket creation and submission
10
Ticket response
10
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Customer portal
Not Rated
IVR
Not Rated
Social integration
7
Email support
10
Help Desk CRM integration
Not Rated

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