We performed a comparison between Espressive Barista and Freshdesk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Its ability to recognize phrases has gotten smarter over time."
"We have the ability to alter phrases, create new phrases, or enhance phrases, or change paths. From the dashboard, we are able to get a lot of information we need about what people are asking, where they are dropping off from conversations, and where they do not get the information they need."
"I like Expressive Barista's integration with Microsoft Teams."
"The solution is available to support us instantly as required."
"With respect to its natural language processing capabilities, it recognizes things that you wouldn't think it would recognize. Even in cases where it doesn't, it's pretty easy to go in and make the adjustments that are needed."
"The most valuable feature is its scalability."
"When it comes to neutral language processing and conversational AI, it's very good, very solid... We all have different ways of speaking or writing in English and the application does a very solid job of recognizing what's being asked regardless of how it's being asked."
"The bot is pretty easy to update and keep up to date. Espressive itself is pretty easy to work with."
"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."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"It is quite easy to program custom apps and integrate them."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"My only comment would be if they wanted to use this as an IT service management tool, maybe they could think about Barista making tickets and having change management and problem management capabilities."
"The knowledge management could definitely be improved."
"I would like to see the continued expansion of all of the automation capabilities."
"Espressive Barista's natural language processing and conventional AI still have room for improvement."
"Although they've done some work on their metrics dashboard, there is some fine-tuning to do for people that just want to go in there at a glance and see their metrics."
"Expressive Barista could improve by adding native integration with WhatsApp, one of the top communication channels in South Africa. When we're trying to sell Barista to customers, we have to tell them that the solution doesn't have out-of-the-box support for WhatsApp. We can develop it, but then we need to have a conversation about how much that will cost."
"The reports provided by the solution are not customizable."
"I would like to see improvement to the out-of-the-box verbiage, with the questions going to the right place."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"It should enhance its service and its reporting capabilities."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"Asset management and branding are two areas in the solution that have scope for improvement."
"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."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
Espressive Barista is ranked 12th in Help Desk Software with 9 reviews while Freshdesk is ranked 9th in Help Desk Software with 27 reviews. Espressive Barista is rated 8.8, while Freshdesk is rated 8.4. The top reviewer of Espressive Barista writes "Great chat integration and phrase recognition with excellent natural language processing". On the other hand, the top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". Espressive Barista is most compared with ServiceNow Virtual Agent, Moveworks, Inbenta AI Chatbot, SimpleWorks Enterprise Chatbot and Aisera AI Customer Service, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk. See our Espressive Barista vs. Freshdesk report.
See our list of best Help Desk Software vendors.
We monitor all Help Desk Software 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.