We compared Freshdesk and Qualtrics Customer XM 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. Qualtrics Customer XM excels in its ability to integrate and analyze data from multiple sources, providing valuable analytic tools for identifying trends.
Room for Improvement: Freshdesk could improve its ticketing system, reporting templates, integration with Freshcaller, and implementation of feature requests. Users say that Qualtrics Customer XM should simplify and streamline its interface while improving integration with other systems.
Service and Support: Freshdesk’s customer service is regarded as efficient and prompt. Users described it as excellent, speedy, and attentive. Qualtrics customers tend to seek help from partners or third-party providers instead of relying on Qualtrics for their customer service requirements.
Ease of Deployment: Freshdesk’s setup is quick, painless, and can be completed without outside help. Qualtrics Customer XM has a complex setup process that requires an implementation partner to be involved for several months. Additionally, it requires a significant upfront resource investment.
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. The cost of Qualtrics Customer XM is variable and lacks a fixed standard, making it challenging to assess its competitiveness.
ROI: Freshdesk improves the efficiency of customer management, addressing requests, and organizing documentation, resulting in a favorable return on investment. There is no available data regarding the specific return on investment for Qualtrics Customer XM.
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. Qualtrics Customer XM is praised for its strong data integration and analysis capabilities. At the same time, some users find it challenging to navigate and want more comprehensive reporting and analytics.
"Technical support is outstanding."
"Omnichannel is one of the most valuable features of the solution."
"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."
"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."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"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."
"Its comprehensive features and ease of use make it a valuable tool for efficient data management and analysis, contributing significantly to our organization's operations."
"We can integrate data and run an algorithm."
"The most valuable feature of Qualtrics Customer XM is the survey, which is very user-friendly and designed as a drag-and-drop item."
"Technical support is not the best. It could be much, much better and offer better support to users."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"It should enhance its service and its reporting capabilities."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"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 to see a little bit more color in the solution."
"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."
"It is not easy to implement."
"Certain limitations could be addressed in the product. For example, when implementing surveys for diverse product ranges or categories, the platform needs help to adjust questions based on user responses dynamically."
"The solution's integration with Salesforce should be improved."
Freshdesk is ranked 2nd in Customer Experience Management with 27 reviews while Qualtrics Customer XM is ranked 1st in Customer Experience Management with 5 reviews. Freshdesk is rated 8.4, while Qualtrics Customer XM is rated 8.4. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Qualtrics Customer XM writes "Helps us to identify broad populations and correlate data from different speeds". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk, whereas Qualtrics Customer XM is most compared with Medallia Experience Cloud. See our Freshdesk vs. Qualtrics Customer XM report.
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.
