We performed a comparison between Freshdesk and Influitive AdvocateHub based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management."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."
"The organization that is possible with other departments is the solution's most valuable aspect."
"The UI is easy to use."
"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 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."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"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."
"It allows me to be able to create challenges around questions that I have, then in return, I can get instant results which are amazing."
"It has helped tremendously when it comes to driving our customer story pipeline."
"We are better equipped to engage with our customers on a regular basis using the program."
"Influitive has always been great at listening to feedback when it comes to new product suggestions, which is nice as a regular user."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"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."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"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."
"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."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"I have suggested notifications within the platform for new challenges and also a more engaged platform for each community member to interact with one another."
"One thing that I would like to see improved is the number of challenges listed in each experience."
Earn 20 points
Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while Influitive AdvocateHub is ranked 10th in Social CRM. Freshdesk is rated 8.4, while Influitive AdvocateHub is rated 9.2. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Influitive AdvocateHub writes "Enables nimble communication with our brand's promoters and pushes out product information". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas Influitive AdvocateHub is most compared with .
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