We compared Cisco Webex Experience Management and Freshdesk across several parameters based on our users' reviews. After reading the collected data, you can find our conclusion below:
Features: Cisco Webex Experience Management is notable for its ability to analyze real-time customer feedback, provide customizable surveys, perform sentiment analysis, and generate comprehensive reports. Freshdesk stands out for its ease of use and customizability. It enables users to connect with different folders and integrate seamlessly. Reviewers also mentioned Freshdesk’s strong reporting and comprehensive knowledge base.
Room for Improvement: Cisco Webex Experience Management could improve its user interface, reporting, and analytics capabilities. Freshdesk could improve its ticketing system, reporting templates, integration with Freshcaller, and implementation of feature requests.
Service and Support: Cisco Webex received positive reviews for its responsive and efficient support team. Freshdesk’s customer service is regarded as efficient and prompt. Users described it as excellent, speedy, and attentive.
Ease of Deployment: Cisco Webex Experience Management is commended for its trouble-free setup, and professional support is available for those who need it. Freshdesk’s setup is quick, painless, and can be completed without outside help.
Pricing: Reviewers have provided no information regarding the cost of Cisco Webex Experience Management. Opinions about Freshdesk’s pricing are mixed. Some find it competitive and affordable, while others find it expensive, particularly when expanding or adding features.
ROI: Reviewers have left no feedback on the ROI of Cisco Webex Experience Management. Freshdesk improves the efficiency of customer management, addressing requests, and organizing documentation, resulting in a favorable return on investment.
Comparison Results: Users like Cisco Webex Experience Management for its easy deployment and real-time feedback analysis. However, it has a complicated user interface, and the solution’s reporting and analytics features are limited. Freshdesk is highly regarded for its user-friendly interface, easy setup process, customizable features, seamless connectivity, and efficient reporting abilities. Still, there is room for improvement in areas like ticketing, integrations, reporting templates, and pricing.
"It works well in general, we haven't had any issues with it. It is stable and useful."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"It is very easy to make reports."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"The organization that is possible with other departments is the solution's most valuable aspect."
"The UI is easy to use."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"It is very expensive but there are no additional charges after it's purchased."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"Technical support is not the best. It could be much, much better and offer better support to users."
"I would like on-the-go translation,"
"Asset management and branding are two areas in the solution that have scope for improvement."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
Cisco Webex Experience Management is ranked 10th in Customer Experience Management with 1 review while Freshdesk is ranked 1st in Customer Experience Management with 27 reviews. Cisco Webex Experience Management is rated 6.0, while Freshdesk is rated 8.4. The top reviewer of Cisco Webex Experience Management writes "Very stable but exceptionally costly". On the other hand, the top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". Cisco Webex Experience Management is most compared with Teradata Customer Interaction Manager, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM.
See our list of best Customer Experience Management vendors.
We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
