We compared Freshdesk and IBM Watson Customer Experience Analytics across several parameters based on our users' reviews. After reading the collected data, you can find our conclusion below:
Features: 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. IBM Watson Customer Experience Analytics is renowned for its advanced AI-driven analytics capabilities.
Room for Improvement: Freshdesk could improve its ticketing system, reporting templates, integration with Freshcaller, and implementation of feature requests. IBM Watson users say the solution should simplify its user interface and data integration. Some noted limited customization options and performance problems.
Service and Support: Freshdesk’s customer service is regarded as efficient and prompt. Users described it as excellent, speedy, and attentive. IBM support is considered efficient and supportive.
Ease of Deployment: Freshdesk’s setup is quick, painless, and can be completed without outside help. Deploying IBM Watson Customer Experience Analytics is considered relatively straightforward, and users say the instructions are clear.
Pricing: Opinions about Freshdesk’s pricing are mixed. Some find it competitive and affordable, while others find it expensive, particularly when expanding or adding features. Consult the vendor or review the product's documentation for accurate information on IBM Watson’s costs.
ROI: Freshdesk improves the efficiency of customer management, addressing requests, and organizing documentation, resulting in a favorable return on investment. Reviews have not provided details on the ROI of IBM Watson Customer Experience Analytics so far.
Comparison Results: 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. IBM Watson Customer Experience Analytics provides deep customer insights with AI-powered analytics. Users like its customizable dashboards and seamless integration with other systems. However, the solution has a long learning curve, and some users reported issues with glitches and sluggish performance.
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"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."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"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."
"It is quite easy to program custom apps and integrate them."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"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."
"Omnichannel is one of the most valuable features of the solution."
"The ability to create meaningful reports and dashboards to tell stories."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"I would like on-the-go translation,"
"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."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"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."
"Technical support is not the best. It could be much, much better and offer better support to users."
"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."
"The technical side requires development skills during implementation. This could be simplified."
Earn 20 points
Freshdesk is ranked 2nd in Customer Experience Management with 27 reviews while IBM Watson Customer Experience Analytics is ranked 7th in Customer Experience Management. Freshdesk is rated 8.4, while IBM Watson Customer Experience Analytics is rated 10.0. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of IBM Watson Customer Experience Analytics writes "Great granular DOM level with excellent analytics and reporting". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk, whereas IBM Watson Customer Experience Analytics is most compared with IBM Watson Commerce Insights and Anthology Engage.
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.