Wie gebruikt deze software?
Wereldwijd kunnen MKB-bedrijven en grote ondernemingen Freshdesk gebruiken om opmerkelijke klantenservice van wereldklasse te bieden.
Gemiddelde scores2.126 beoordelingen
- In totaal 4.5/5
- Gebruiksgemak 4.5/5
- Klantenservice 4.6/5
- Functies 4.3/5
- Waar voor je geld 4.4/5
Zie de prijsinformatie
- Gratis versie Ja
- Gratis proef Ja, vraag een gratis proefversie aan
Cloud, SaaS, Web
Mobiel - iOS native
Mobiel - Android native
24/7 (contact met medewerker)
- Opgericht in 2010
Freshdesk is een cloudgebaseerde helpdeskoplossing die alles biedt wat een bedrijf nodig heeft om uitzonderlijke ondersteuning te bieden. In tegenstelling tot concurrerende producten met hoge prijsniveaus en addertjes onder het gras, is Freshdesk betaalbaar geprijsd en is het voor de eerste drie agenten altijd gratis. Freshdesk is ontworpen met de nadruk op bruikbaarheid en biedt alle tools die een bedrijf nodig heeft om zijn klanten te imponeren: robuuste multikanaal-mogelijkheden, geïntegreerde spelmechanismen om de productiviteit van agenten te verhogen, slimme automatiseringen en nog veel meer!
Functies van Freshdesk
- Live chatten
- Verzamelen van feedback
- Beheer van enquête/peiling
- Gegevensverzameling via meerdere kanalen
- Predictieve analyse
- Betalingen innen in de buitendienst
- Elektronische handtekening
- Mobiele toegang
- Online tijdklok
- Volgen van servicegeschiedenis
- Aanpasbare branding
- Beheer van IT-assets
- Beheer van Service Level Agreements (SLA's)
- Communicatie via meerdere kanalen
- Documenten opslaan
- Geautomatiseerde routing
- Interactie bijhouden
- Realtime chatten
- Waarschuwingen / Escalatie
- Auditing van problemen
- Terugkerende problemen
- Bewaking van sociale media
- Bijhouden van klachten van klanten
- Corrigerende maatregelen (CAPA)
- Problemen bijhouden
- Enquêtes en feedback
- Integratie van sociale media
- Live chatten
- Virtuele assistent
- Waarschuwingen / Escalatie
De nuttigste reviews van Freshdesk
Beoordeeld op 3-12-2019
Great ticket management software
Juan pablo A.
Opmerkingen: I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.
Pluspunten: FreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.
Minpunten: The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.
Beoordeeld op 31-12-2019
A Fresh Start to Better Customer/Issue Tracking
Opmerkingen: We needed to migrate from a support solution that was bought out by Microsoft. Microsoft CRM Dynamics was too expensive, so we reviewed over a dozen solution providers. The Freshworks team worked with us to ensure we had a successful implementation (3 months - part time). They were also very receptive to our feedback and have incorporated those ideas into Freshdesk. We just got done adding another SSL certificate for our latest product's portal. The support team came through again with flying colors!
Pluspunten: We use Freshdesk every day to capture and work customer-reported issues. The ease of use has a major factor migrating from our former portal solution. We were able to keep things simple while still capturing all the critical elements of the issues. The Solutions page (knowledge base) was/is very easy to maintain and update. From an Administrative perspective, the product is easy to configure and customize. Further, we have enjoyed nearly 100% up time over a year and a half!
Minpunten: We were hoping to port over prior ticket history from our prior solution, but were unable to capture "conversations" as part of our migration. However, Freshworks was able to create new records for each legacy ticket as part of our conversion. In the long run, only a couple customers ever noticed their prior ticket submissions.
Beoordeeld op 16-1-2020
TMI-SSP (PTY) LTD
Opmerkingen: Wonderful, I really like their 24hrs support system
Pluspunten: 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.
Ease of business
Work Anywhere (App or Web)
Beoordeeld op 23-11-2019
You're on your own
Pluspunten: The platform is relatively user friendly and has a sufficient number of features to work well.
Minpunten: Service is highly unreliable, and if something significant happens - don't expect Freshdesk to be available to help you. It can take 2-4 days to get a hold of someone EVEN IF YOU ARE FUNCTIONALLY SHUT DOWN. Here was our experience: We had been using Freshdesk for 3-4 years and were relative experts on our plan. We arranged to make a change to our Freshdesk plan to switch to a multi-product platform. We upgraded to a plan costing 7x our current cost per user and requested to speak with a Success Manager to plan to the changes. It took persistence and some time to get on the phone with someone. The person we got has had relatively low product knowledge, but escalated to a very competent product engineer fairly promptly. We confirmed our plan and attempted to implement independently after business hours. We were forced to initiate a backout plan when errors and unpredictable behaviour blocked our completion. Our backout plan partially failed and customers were impacted for 3 days before we were able to get anyone to help us. We heard a myriad of responses via email as to why a phone call was not possible from, "I am not working today" to "I will give you a call next week at your convenience" and "I will have XX get a hold of you to help" - but no call, no chat, no email Q&A -- radio silence. We got the message loud and clear 'you are not that important'. Be warned - if something go wrong, the documentation is very modest and don't necessarily expect help.
Beoordeeld op 5-12-2019
Very solid help desk software
Opmerkingen: I started as a free user and found it extremely versatile. My first hiccup was that, as a free user, when the advanced features that were included expired, they disabled my account. Instead of scaling it back it just went offline without warning. Once that was fixed we found an excellent way to continue with the free account until they implemented a "spam" update that invalidated all tickets sent to any email address except our main address. Again, this was done without warning and we were offline for 3 days. We have subscribed but it was done more out of necessity rather than being able to upgrade for full features.
Pluspunten: I like the fact that it has a dedicated APP for mobile use, that I can use Email to respond to tickets, great search functionality as well
Minpunten: Interface could use an update to be more compact and show more information in a single screen. right now a ticket takes up pretty much every part of the display. Also, IOS app is slow on startup and refreshing