We performed a comparison between Freshdesk, Microsoft Dynamics CRM, and Oracle Fusion Service based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management."The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"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 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 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 ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"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 way it effectively works with the array of other Microsoft tools, such as Azure, is valuable. It works very well with the use of data linking and things like that. Overall, it is a great overall tool to have an effective understanding of the transactional background of each of our customers."
"Our clients appreciate that the solution can be used to monitor everything their customer interacts with in their business."
"The solution is stable."
"Dynamics is easy to use. There are several fields I can filter."
"The most valuable features are the integration capabilities with other third-party software. It has an easy user interface and in terms of security, it has permission-based access for different users."
"The most valuable feature of Microsoft Dynamics CRM is the flexibility with Microsoft Office 365."
"It integrates well with other Microsoft products."
"Microsoft Dynamics CRM is a stable solution."
"Oracle Service Cloud could improve the integration for older platforms."
"Oracle offers a wide range of applications, each capable of delivering significant value to our business."
"The service management features are valuable."
"Stable and scalable with good technical support."
"The most valuable feature of the solution is that customers can easily understand it."
"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."
"The product's most valuable feature is an efficient fusion of finance and HR modules."
"The solution changes the way clients work to make it easier and faster."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"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."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"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."
"I would like on-the-go translation,"
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"Microsoft Dynamics CRM's customer support could be improved as tickets usually take a long time to resolve."
"The options for customizing Microsoft Dynamics CRM are very limited or highly complex."
"Microsoft Dynamics CRM could improve the built-in reports. The ones that are included are pretty generic unless you subscribe to Microsoft BI, which is an extra fee. They should offer the reports without having to purchase a separate subscription for Microsoft BI. However, the reports in Microsoft BI are fantastic."
"They should work on improving the solution's scalability."
"Dynamic's management could be improved. The tech management should have better technical capabilities."
"Out of the box, the solution doesn't really have a desirable user experience. We have to set it up and customize it to meet our needs."
"Microsoft Dynamics CRM could improve by making the ports and dashboards more intuitive using Microsoft Azure analytical features. Compared to Salesforce and other partners, the dashboards in Microsoft Dynamics CRM are less intuitive."
"It could be less complicated for smaller organizations."
"The solution’s reporting could be improved."
"The product must provide modules for operations management."
"We built some custom code to make a few functions easier. Oracle needs to look at what the customers do and integrate them into the product."
"Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation."
"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."
"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."
"Lacks the ability to deploy custom code for customization."
"The vendor must provide a user-friendly mobile application."
