We performed a comparison between Freshdesk and Oracle WebCenter based on real PeerSpot user reviews.
Find out what your peers are saying about Qualtrics, Freshworks, 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."
"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."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"The UI is easy to use."
"Technical support is outstanding."
"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."
"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."
"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."
"A great solution for storing and searching large volumes of documents with easy access."
"It's a very scalable solution and the performance is pretty good. The scalability, in my opinion, is the biggest advantage."
"You can move workloads in between sub-servers so that you don't overload a portion of the server."
"Integration within the solution is very good."
"The WebCenter Content is its most valuable feature. After we update a document in WebCenter Content, it can be update automatically in our intranet."
"Oracle integrates well with other products to cover Big Data."
"WebCenter's interface is very user-friendly."
"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."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"I would like to see a little bit more color in the solution."
"It should enhance its service and its reporting capabilities."
"Technical support is not the best. It could be much, much better and offer better support to users."
"Asset management and branding are two areas in the solution that have scope for improvement."
"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."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"The speed of the backup should be enhanced."
"The solution should be offered in Persian. Right now, our version is in English, and there's a bit of a language barrier between the users and the product."
"WebCenter requires a lot of design effort to upload content to our regular system."
"This solution needs to support translation into the Arabic language."
"Its functions need more stability."
"Does not seem to be totally compatible with Windows 10 as of our current version."
"I would like them to add more Web 2.0 features."
"There are many document management systems that offer pretty much the same functionalities but at a lower price. The product as such is pretty good. However, the pricing is not comparable. They need to adjust their pricing to be more competitive on the market."
Freshdesk is ranked 2nd in Customer Experience Management with 27 reviews while Oracle WebCenter is ranked 22nd in Customer Experience Management with 12 reviews. Freshdesk is rated 8.4, while Oracle WebCenter is rated 7.0. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Oracle WebCenter writes "Gives me easy access, connection and compatibility with all of the Oracle products". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk, whereas Oracle WebCenter is most compared with Oracle Content Management, SharePoint, Adobe Experience Manager, WebLogic Suite and Liferay Digital Experience Platform.
See our list of best Customer Experience Management vendors.
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