Freshdesk Customer Success Reviews

Ticketing system, interface, resolution procedures, analytics and reports ,Data view ,Grouping and individual assignment of tickets makes the task easy and productive

Generic app layout and dashboard features could have been improved and added.

Response to emails which we received related to complaints queries and concerns, marketing related queries and business engagements, upfront customer retention pushouts etc

Interface and user friendly. It is to understand even for newbie

So far, nothing. As of now I am liking all

They simplify the ticketing tools. They help with monitoring tools. Moreover, chat process plugins are awesome.

One of my favorite things, from a business side, is the price. I think you get a lot of features for the pricing/month. I also like that there is a 'goals' page because it helps us grow as well as the client.

Right now, there isn't much that I dislike. There are more features that I have used thus far, so I just need to get in there and figure out/try out everything included in the monthly package!

It helps us stay organized. I don't have to have a million post-its laying around or an endless amount of notebooks with notes scribbled everywhere.

The ease of raising ticket and automation of the entire process is something worth noticing,

There is nothing to dislike. It is one of the best in the industry

The entire ticketing raising system is so much easy. You can track tickets, solve tickets and do everything so easily.

ability to track usage of the products

one tool that gives you all the info for an account

certain features on the roadmap take more than the estimated eta

- Repository for CS folks

- Usage traking

- One view for all things for an account

It's web-based application so we and customers both can easily access it via browsing and there is no dependency on the specific workstation.

Nothing as of now. I will still explore the application.

Customer success software to prevent churn, increase expansion and strengthen customer relationships. It will help to surve better to our customer.

Its very helpful i worked with vedantu and freshdesk is awsome

Nothing much bit expensive other cheap options are also there in market

Sometimes delay in raising ticket ids.

Value towards the successful roadmap and acting as bridge to success

Not experienced much so far as per my usage

Collab & Analytics

It's help me to study my customer day to day behaviour and can analyse for future productivity work. It's best for b2b business where can management customer strange relationship.

I don't have much experience with this tool but looking forward to develop there customer support service.

It's help Us to identify customer risk behaviour and analysis ther churn expresson and product adopt nature.

• 1 stop shop for everything related to a customer account [pulse, health, updates, calls, goals, action items, etc.]

• Dashboarding and Reporting capabilities are good. Can be customized according to specific requirements

• Increased visibility into important metrics like upsells, cross-sells, churn, ARR, expansion forecasting, etc.

• Email campaigns can even be sent from within FreshSuccess which is an awesome way to reply to tickets fast

• Easy to use / good UI and UX

• Granularity into campaign metrics is missing

• At times, the tool hangs due to multiple integrations across the tech stack

• Automatic data capture of customers, at times, does not work correctly, especially in case of duplicates

• Better Visibility into the entire Customer Lifecycle Management

• Take pro-active measures to reduce customer churn

• Better identification and forecasting of expansion through cross-sells and upsells

• Improve customer health metrics