Freshdesk and ServiceNow Customer Service Management are both competing in the customer support solutions category. Freshdesk seems to have an upper hand in ease of use and quick integration capabilities while ServiceNow excels in enterprise-grade workflow and integration features.
Features:Freshdesk is appreciated for its powerful ticket automation, omnichannel capabilities, and reporting. It integrates seamlessly with platforms like email, chat, and social media. Freshdesk’s customization options make it adaptable to various business needs. ServiceNow is valued for its robust integration within enterprise IT environments, offering strong workflow management and a comprehensive service portal that helps streamline complex workflows.
Room for Improvement:Freshdesk users identify challenges with customizability, integration with third-party tools, and automation for larger systems. They also highlight that the free version lacks scalability. ServiceNow users seek better customization and pricing models to accommodate smaller businesses, along with built-in IVR systems and enhanced AI capabilities. They also note limitations in report downloads and integration capabilities.
Ease of Deployment and Customer Service:Freshdesk is mostly hosted on public cloud environments and is praised for its responsive customer service. It is user-friendly and quick to implement. ServiceNow offers public, private, and hybrid deployment options and is versatile but complex to set up due to its feature-rich platform, catering especially to larger enterprises.
Pricing and ROI:Freshdesk offers competitive pricing perceived as cost-effective, showing clear ROI through improved efficiency. However, some users mention cost increases with growing organizational needs. ServiceNow is noted for premium pricing which can be prohibitive for smaller organizations, although its capabilities are seen as justifying the cost. Users suggest a more flexible pricing model to suit a wider range of businesses.
Without such tools, the business would be affected by five to ten percent in annual revenue.
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
I would rate them a nine on a scale of one to ten, as their service meets our expectations.
It is better because partners have a deep understanding of the code and configuration challenges.
The technical support is good, but there are very few people who understand the technicalities and background configurations.
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.
If challenges are resolved efficiently with tools like ServiceNow Customer Service Management, it significantly impacts business operations.
The solution is scalable and offers high scalability as new features are added regularly.
Scalability can lead to performance issues.
ServiceNow Customer Service Management is highly stable, which is critical because it operates as a live system 24/7.
Overall, it is very stable aside from these issues.
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.
It is important to follow practical rules and best practices to avoid misconfigurations caused by different developers doing things their own way.
Managing this platform requires sophisticated handling.
Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations.
Our organization pays about 200,000 Indian rupees per year for the license.
ServiceNow Customer Service Management is expensive, with costs around half a million US dollars per year.
The pricing is around a seven, making it rather expensive.
ServiceNow Customer Service Management is expensive, although there is value for money considering the time and administrative efficiencies it brings.
Some of the best features of Freshdesk include automation, user-friendly interface, and comprehensive support options that enhance our workflow.
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.
The auto-assignment feature is particularly valuable as it alleviates the administrative task of manually checking for available engineers to assign tickets.
ServiceNow Customer Service Management offers valuable features such as workflow management, an approval cycle, and integration with a payment gateway, which allows for payments to be made using the system.
It integrates all different queues into one dashboard and consolidates various departments, ensuring visibility across the organization is transparent.
Change requests are vital if there is a business requirement change; they are used for tracking and reporting purposes, showcasing how change requests have been used to keep businesses running smoothly.
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.”
Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.
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