Vad är Freshdesk?
Freshdesk är ett molnbaserat hjälpdesk-system som erbjuder kraftfulla lösningar för kundservice. Freshdesk förenar konversationer från e-post, telefon, webb, chatt och sociala medier och hjälper dig att smidigt lösa problem över olika kanaler. Med Freshdesk kan du också automatisera arbetsflöden, erbjuda bekväma självbetjäningsalternativ, hantera servicenivåavtal och generera rapporter. Freshdesk används av över 40 000 kunder, inklusive Bridgestone, HP, Harvard University och DHL.
Vem använder Freshdesk?
Företag av alla storlekar över hela världen förlitar sig på Freshdesk för att erbjuda en enastående kundservice.
Var kan Freshdesk användas?
Freshdesk videor och bilder
Jämför Freshdesk med liknande produkter
Funktioner i Freshdesk
- Anpassningsbar branding
- Anpassningsbara mallar
- Arkivering och lagring
- Automatiserad routing
- Call Center-hantering
- Data Import/Export
- Diskussioner / forum
- Elektronisk underskrift
- Event utlösta åtgärder
- Flera kommunikationskanaler
- Flerkanalig datainsamling
- Hantering av negativ feedback
- Hantering av servicenivåavtal (SLA)
- Hantering av undersökning / omröstning
- Inspelning av samtal
- Inspelning av session
- Integration av sociala medier
- Katalogisering / kategorisering
- Kundchatt i realtid
- Makron / mallade svar
- On-Demand inspelning
- Projektplanering / schemaläggning
- Rapportering / projektspårning
- Rapportering och analys
- Spårning av kundklagomål
- Stöd för biljetthantering
- Undersökningar och feedback
- Varningar / Eskalering
- Varningar / Meddelanden
- Webbaserad implementering
- Åtkomstkontroller / behörigheter
Freshdesk Hitta alternativ 2021 - Capterra Sverige
Recensioner av Freshdesk
All-in-one solution and gradually extendible
The analytics are very insightful, it solves for us support management/knowledge base management/customer success (a CRM software provider with 12k clients) The knowledge base management in 6 different languages is very user friendly and easy to manage. We were able to gradually extend the functionality, first developed ourselves to integrate with our backend. Then integrated Chat management/integrated JIRA/ review management (we are still able to extend with chat bot and forums if we want).
Maybe the search functionality could be extended, the filters on top of search terms are quite limited.
Useful Help Desk/Call Centre Package
Kommentarer: I used this software whilst running a software helpdesk/call centre. At the time I compared all the alternatives and felt it was the best one for the price.
Email management and the ability for connected issues to be linked was really impressive.
Integration with Jira would have been a great feature.
Great for a knowledge base, but doing poor on the rest
Kommentarer: Overall, the experience was below what I expected. We were sold the world for this product on how it would transform our customer service and experience. Instead, the product resulted in more problems than what should occur. I should have seen the signs when we signed up and had to debate with multiple departments on getting the search bar to work and tags from day one. The support lacks and the team despite our feedback is reluctant to budge on a refund. Overall we have the left the solution because it saves us time and money by going back to basics. I would only recommend this product to a medium to larger sized business. Not for smaller teams as it is not worth the time when compared to other tools.
The knowledge base system provides a few options Knowledgebase can be offered to your team and to your clients The user controls allow for different users across platforms Helps to provide reporting or a simple analysis of your teams efforts when managing replies or tickets Can send and receive emails from your inbox
The app is far the worst part of the product as it's buggy, unreliable and slow Email management basics are missing or inefficient The product is poor at detecting spam/promotional emails compared to other email tools, creating more work than necessary The support teams are challenging to deal with and you have to repeat the same information over and over Freshdesk lacks in its features when it comes to separating responses The tool does not know how to override the from address when another agent is in vs. assigned Filters are limited The auto-reply detection does not work as tickets get created from auto replies all the time Most annoying is the product does not sync IMAP to your inbox, so if you leave it - you are left with an inbox with many emails to process
Excellent customer support ticket system
Kommentarer: Our team were able to automate and monitor a number of our process workflows thanks to Freshdesk's help. In addition, it is a better choice than emailing support questions and concerns. Freshdesk allows our clients to see their ticket status and ticket history, as well as submit their comments and rating, which simplifies the process of providing excellent customer service.
Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.
Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.
Great tool to provide superior customer experience
Integrations within the Freshworks product suite make things super simple. I liked the smooth integrations with Freshchat and Knowlarity. Freshdesk also provides the API to fetch all the data to push to our internal system. We used that to build our reports on top of Freshdesk.
Reporting around ticket management can be improved. We had to build our internal reporting while using Freshdesk. The combined reporting of Freshchat & Freshdesk would have helped a lot as well so that we don't have to look into two different systems. Also, their Freshchat bots were very expensive so we relied on our internal categories.