Freshdesk Customer Success

Freshdesk is simple, practical and understandable for daily use. It focuses on things that actually help us manage customer queries better. The products our company sells and the services we provide are directly customer facing and Freshdesk solves the gap that could've been in managing so many customer queries. Few things I would specifically highlight: 1. Single customer timeline: Basically this is like managing an email thread, which can break in so many ways, but Freshdesk keeps all customer tickets and its details in a single sequence, which really helps in following the trail and planning next steps for ticket resolution. 2. Manual automated health scores: You can mix system data (like ticket volume or inactivity) with manual inputs from the team to get a more realistic customer health status. 3. Simple playbooks for customer journeys: You can create step-by-step playbooks for onboarding or renewals, which is helpful for keeping processes consistent across the team. 4. Tasks and follow-up reminders: The tool lets you set reminders for renewals, check-ins, or pending actions, which helps avoid missing customer follow-ups and manual effort to keep everything in check. The tool does a good job of giving clear customer visibility and helping teams stay on top of follow-ups. While it may not be very advanced, it reliably covers the core customer success needs.

I like that it has many different solutions and options which you can build upon. You can hide certain features if they are not relevant to your workflow, and you can customise what is important to you. Showing only what you want to use and focus on.

user friendly and transparency in each conversations, private note is the most helpful feature as it is helping us to communicate internally without wasting time.

I wouldn't term anything that I mention as issues or negatives, rather just weaknesses or scope for improvement: 1. Reporting lacks depth: As I mentioned, it is a simple tool, which is perfect for 99% of the time, but it does lack advanced reporting workflows like long-term churn trends, cohort analysis or account-level journey analytics. 2. Lack of AI/GenAI features: Nowadays, AI is in everything, though not great in everything but it can certainly help in automating features inside the tool, so this is a bummer. 3. Limited native integrations outside of Freshdesk: Integrations with other third party CRMs or billing tools are limited and often require manual work or third party connectors or sometimes it just doesn't support it, works with most of the major ones but certainly a place where it can be improved. 4. UI inconsistencies across modules - Some places are polished, others look outdated, this can be fixed anytime by the Freshdesk team but for the time being, it's not a great experience in terms of UX in certain places. These weaknesses don't block day-to-day usage, which is absolutely fine and workable, but may slow teams down or push away some specific use cases you might have, so just a heads up.

It has not quite met our expectations, which were very high. It is an upgrade from our previous vendor, but we still don't feel like we have found our perfect fit for our complex workflows.

They can include service upgrades without upgrading the complete plan I suggest displaying the error code directly within the conversation for better clarity. Need a window to search template name while sending proactive messages as we are getting the same option while searching while creating whatsapp campaign