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Freshworks Customer Service Suite description
Freshworks Customer Service Suite (formerly Freshdesk) is a cloud-based customer support platform designed to help businesses of all sizes manage customer interactions across multiple channels like email, phone, and social media. It uses AI to automate tasks, streamline workflows, and provide self-service options for customers. Its focus is on providing a user-friendly interface that makes it easy for teams to collaborate and resolve issues efficiently. Freshworks promises improved agent productivity, faster ticket resolution times, and enhanced customer satisfaction through automation and intelligent insights.
Who is Freshworks Customer Service Suite best for
Freshworks Customer Service Suite (formerly Freshdesk) is a cloud-based customer support platform designed to help businesses manage customer interactions. Users love its user-friendly interface and comprehensive features for ticketing, automation, and reporting. However, some users have reported limited customization options and occasional glitches. It's suitable for businesses of all sizes looking to streamline their support processes.
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Best for small, medium, and large businesses.
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Ideal for retail, consumer goods, healthcare, finance, insurance, transportation, logistics, and software companies.
Freshworks Customer Service Suite features
| Supported Freshdesk offers robust ticketing, tracking, and management features. |
| Supported Freshworks Customer Service Suite automates tasks like ticket routing and uses AI for next-best-action suggestions. |
| Supported Freshworks Customer Service Suite offers comprehensive reporting and analytics tools. |
| Supported Freshworks Customer Service Suite uses Freddy AI to automate tasks, predict outcomes, and optimize processes. |
We evaluate the sentiment that users express about non-functional aspects of the software
Value and Pricing Transparency
Customer Service
Ease of Use
Reliability and Performance
Ease of Implementation
Scalability
Freshworks Customer Service Suite reviews
We've summarised 444 Freshworks Customer Service Suite reviews (Freshworks Customer Service Suite G2 reviews) and summarised the main points below.
- User-friendly interface and easy navigation
- Comprehensive features for ticketing, automation, and reporting
- Efficient ticket management and tracking capabilities
- Good customer support responsiveness (when available)
- Wide range of integrations with other tools and platforms
- Limited customization options, especially for third-party app integrations
- Occasional glitches and bugs reported, especially with Freshchat integration
- Inconsistent support experiences, with some responses being slow or unhelpful
- Mobile app has limitations and syncing issues
- Confusing navigation for certain features, like reporting and analytics
Freshworks Customer Service Suite pricing
The commentary is based on 66 reviews from Freshworks Customer Service Suite G2 reviews.
Freshdesk offers reasonable pricing for small businesses, with a free plan available. However, some users find the higher tiers expensive, especially considering certain features require add-ons. Several users mention the good value provided by the robust feature set.
Users sentiment
See the Freshworks Customer Service Suite pricing page.
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Freshworks Customer Service Suite has a free plan.
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Freshworks Customer Service Suite has a free trial.
Free
Shared inbox, team collaboration via threads, and an integrated knowledge base for seamless and efficient customer service
Growth
Everything in Free plus reports, real-time dashboards, automation, and customer portal for comprehensive and efficient service management
Pro
Everything in Growth plus customized support portals, custom objects, advanced ticketing, custom reporting, and different routing mechanisms
Enterprise
Everything in Pro plus audit logs, approval workflows, skills-based assignments, additional security features, and more
Freshworks Customer Service Suite alternatives
HubSpot Service HubBetter for e-commerce, manufacturing, education, real estate, hospitality, media & entertainment, legal, non-profit, energy, marketing, and professional services. Has higher ratings and is growing faster. A strong HubSpot Freshdesk alternative for CRM integration and real-time dashboards.Read more
Freshdesk for G SuiteMore tightly integrated with Google Workspace. Better for smaller businesses needing basic ticketing within their existing G Suite.Read more
ConfluenceBetter for project documentation and knowledge sharing. More suitable for internal collaboration than customer service.Read more
TeamSupportBetter for B2B SaaS and focuses on proactive customer service. A Freshworks Customer Service Suite competitor and alternative, it has less momentum currently. More suitable for mid-sized businesses.Read more
FreshworksBetter for internal operations and a wider range of business functions. A broader solution for various business needs making it a suitable Freshworks Customer Service Suite competitor.Read more
LiveAgentBetter for a wider range of industries. Has a free trial and startup program with discounts. A popular Freshworks Customer Service Suite competitor known for its fast live chat. Has slower momentum based on employee growth.Read more
Freshworks Customer Service Suite FAQ
What is Freshworks Customer Service Suite and what does Freshworks Customer Service Suite do?
Freshworks Customer Service Suite (formerly Freshdesk) is a cloud-based customer support platform. It helps businesses manage customer interactions across various channels, automate tasks with AI, and improve agent productivity. It offers robust ticketing, self-service options, and comprehensive reporting, aiming to enhance customer satisfaction and streamline workflows.
How does Freshworks Customer Service Suite integrate with other tools?
Freshworks Customer Service Suite integrates with a wide range of tools and platforms, enhancing its functionality and streamlining workflows. It connects with various CRM, marketing automation, and communication tools to centralize customer data and improve agent productivity.
What the main competitors of Freshworks Customer Service Suite?
Top alternatives to Freshworks Customer Service Suite include Zendesk Support Suite, HubSpot Service Hub, Salesforce Service Cloud, LiveAgent, and TeamSupport. These competitors offer similar features such as ticketing systems, live chat, and AI-powered automation.
Is Freshworks Customer Service Suite legit?
Yes, Freshworks Customer Service Suite is a legitimate customer service platform. It's known for its user-friendly interface and comprehensive features. However, some users have reported limited customization options and occasional glitches.
How much does Freshworks Customer Service Suite cost?
Freshworks Customer Service Suite offers a free plan, along with paid plans starting at $15/agent/month for Growth, $49/agent/month for Pro, and $79/agent/month for Enterprise. Freddy AI add-ons offer further product enhancements for additional fees. A free trial is also available.
Is Freshworks Customer Service Suite customer service good?
Freshdesk's customer service receives mixed reviews. Many users praise the helpful and knowledgeable support agents, particularly the Customer Success Managers. However, others report slow response times and unhelpful solutions, indicating some inconsistency in the support experience.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.