Freshdesk and Sendbird are prominent contenders in customer communication solutions. Freshdesk takes the lead in pricing and support options, providing better value overall, whereas Sendbird's robust feature set makes it a top choice for comprehensive needs.
Features: Freshdesk offers an intuitive ticketing system, seamless automation capabilities, and multi-channel support, effectively simplifying customer interactions. Sendbird distinguishes itself with a robust messaging platform, real-time chat capabilities, and extensive customization, catering to personalized communication needs.
Room for Improvement: Freshdesk can enhance its real-time communication capabilities and further refine customization options. Its API functionalities, though strong, have room for expanded capabilities. Sendbird could improve by offering more straightforward onboarding, reducing setup time, and expanding its self-service knowledge resources to support diverse user profiles.
Ease of Deployment and Customer Service: Freshdesk provides straightforward deployment with comprehensive onboarding and customer support, enabling rapid platform adaptation. Sendbird demands a more tailored implementation due to its API-based deployment, offering a deep integration process for businesses seeking customized solutions.
Pricing and ROI: Freshdesk is favored for its cost-effective pricing, making it an appealing choice for small to mid-sized businesses aiming for scalable customer support. Sendbird, while having higher initial costs, offers long-term value through its advanced communication features, which may justify the investment for enterprises.
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
From my experience, once it is set up, we have never had problems.
The first-time response should be within 30 seconds.
Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
In our environment, which is a fairly small company in one country, Freshdesk is easy to scale.
The scalability is quite effective.
The goal is always to respond to customer tickets in a timely fashion, ensuring that customers feel seen and heard while also providing solutions.
After installation and continuous operation, I have encountered no problems.
Sendbird works well overall, the stability is sometimes affected by chat lists being randomly ordered rather than in chronological order.
The current integration is more complicated and doesn’t work as well.
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
Currently, some features like SMS or WhatsApp integration are only available to larger user groups, but even smaller teams should have access based on their specific needs.
The documentation for integrating with the Flutter framework is lacking detailed information.
Our organization pays about 200,000 Indian rupees per year for the license.
Pricing has always been handled by the company I work with, and even when I get in-house feedback, I have never had issues with pricing or complaints when compared to what others have outside.
The subscription cost is quite high, which prevents us from subscribing before the project completion and user testing.
The auto-assignment feature is particularly valuable as it alleviates the administrative task of manually checking for available engineers to assign tickets.
These features are easy to use, and the filtering is really good, providing a good overview of active tickets and who's working on them.
Some of the best features of Freshdesk include automation, user-friendly interface, and comprehensive support options that enhance our workflow.
Features similar to WhatsApp, such as online and offline statuses, message reactions, and replies, add significant value.
| Product | Market Share (%) |
|---|---|
| Freshdesk | 2.9% |
| Sendbird | 0.5% |
| Other | 96.6% |
| Company Size | Count |
|---|---|
| Small Business | 21 |
| Midsize Enterprise | 5 |
| Large Enterprise | 8 |
| Company Size | Count |
|---|---|
| Small Business | 4 |
| Midsize Enterprise | 4 |
Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.
The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.
Freshdesk Features and Benefits
Some of the solution's top features and benefits include:
Reviews from Real Users
Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.
Deepak B., an application manager, writes, “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. This information is valuable for board meetings.”
Sendbird offers scalable, API-driven chat features tailored for real-time messaging, supporting ease of integration and robust developer tools.
Sendbird is known for its scalability in managing extensive chat groups and API-based operations, complemented by an effective developer portal. It offers real-time messaging with features like file transfer, receipt IDs, typing indicators, and message reactions, all enhancing communication. The platform optimizes reliability through metadata and online/offline messaging capabilities. However, users experience challenges with SDK connection delays, URL thumbnail generation, and message display, particularly during version transitions. Concerns about pricing, support, and documentation quality, as well as the absence of audio/video calls and analytics tools, are mentioned.
What are Sendbird's most noteworthy features?Sendbird is implemented across industries for chat functionality. In travel, it connects users with flight attendants; in business, it facilitates customer interactions. Healthcare utilizes it for patient-doctor consultations. Social media and real-time applications employ it for chats and video calls, optimizing communication in mobile apps and enhancing user and business interactions in salon applications.
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