When you are in charge of running a business, you want to make sure that you have the most efficient way to handle the operations.
That means you need the best tools and resources to streamline office procedures, employee workflow, and customer service and support. Anything less than an effective customer relationship management (CRM) software will slow down your work and affect your bottom line. Your bottom line is a direct result of how effective and efficient your workflow and customer support system is. That’s why Vision Helpdesk is glad to offer you a powerful and robust CRM software that caters specifically to businesses. We specialize in delivering businesses a software solution that supersedes the other systems that are already on the market. You may have heard of other CRM software solutions and wonder how they fare compared to others. Look no farther. We researched a popular CRM and have the results of our findings. We are happy to announce that Vision Helpdesk is still at the top of the list for a superior solution. If you are looking to upgrade from Freshservices, we have several reasons to seriously consider it.
Problems customers had with FreshServices Software:
We looked into what customers think of Freshservices, in particular, what problems were they experiencing when using the software. Here are some of the complaints they had about the CRM.
Poor customer service
Customer service and superior support are perhaps one of the top most important qualities for any business to have. If you cannot come through with a solid support system for customers, then it leaves customers feeling that they can’t trust you. Whether it’s responsiveness or keeping your word, customer service means a lot to everyone. We read a few reports and reviews about how the customer service at Freshservices was lacking. This means that when and if you have an issue, there may not be the support and help you need. Time ticks away as you wait for someone to respond to your need. Time is money and so poor customer service can affect your bottom line.
Vision Helpdesk Solution
At Vision Helpdesk, we strive to provide our clients with superior customer service. We want your experience to be stress-free and user-friendly. That’s why we have several ways for customers to find the solutions they need. We know that it’s not always convenient to make a phone call if you run into a snag or have a question, so we offer other options to find the answers you need. Here’s a few of them:
- View incidents of past situations that may be similar to what you are experiencing. This may be all you need to get your answer. You can search by keyword and then click on the appropriate line to read more.
- View solutions to problems. If you are experiencing something going wrong and want to find a quick way to troubleshoot for a solution, then the solutions option will work conveniently for you.
- Submit an incident if you still can’t find the answer to your question. Someone will respond to you promptly.
- Looking for an answer in a hurry? Participate in live chat options when visiting the website page and receive your answers in real time.
- Maybe you prefer to have a phone conversation so that you can go over a list of questions with a representative. Telephone calls are always welcome.
- Skype is an option for those who would like to set up a video conference to discuss plan options.
As you can see, Vision Helpdesk ensures that customers have plenty of avenues to reach customer care and support.
Needs improvement with the multi-language aspect of software
Since the technology boom of the internet, businesses are now doing more global work than ever before. Global partnerships are becoming more commonplace, which means businesses need to ensure an easy way to communicate with foreign business associates. Dealing with various languages is an important part of running a successful business. Customers were not thrilled with the multi-language aspect of the Freshservices software. The support was inadequate and faulty.
Vision Helpdesk Solution
Continue your business partnerships with people all across the globe when you choose Vision Helpdesk’s CRM software. Our multi-language or multi-lingual help desk ensures that no one is left out of the business equation. Vision Helpdesk provides the tools to make communication simple and effective. Our system supports language support for the following languages:
Our language tools enhance the customer and employee experience. Not only do we have a client portal but there is a staff portal, as well. Staff can set up a different language for themselves based on their preference. This works well with companies that have multiple locations across the globe.
More customizable options in the rules section
Setting up rules for your main accounts is an important part of keeping those customers happy. You want to be able to establish rules-based criteria upfront. In other words, you can offer Service Level Agreements (SLA) if your CRM can handle and execute rules. That means you will be able to make some promises to your big accounts and regular customers. You can create automated rules that state that if one of these customers contacts you with an issue, then a response must occur within a given timeframe. If it doesn’t occur, then the ticket is escalated to a person in higher authority (like the manager of the department). This ensures your main accounts receive topnotch service. However, Freshservices rules function weren’t customizable enough to work effectively.
Vision Helpdesk Solution
We have a fully automated rules-based section within our CRM software that allows you to set specific rules for your accounts. This ensures that customers are responded to promptly. Furthermore, you can make a rule that certain accounts will be automatically escalated to the proper department and person. Create SLA agreements with your customers with peace of mind knowing you will be able to live up to your side of the contract.
Needs better integration between various segments of the software
Sometimes you need integration between different segments of the software. Without proper integration, you end up doing twice as much work. Take, for instance, problem and incident management. If these two management components are not seamlessly integrated, then you will be backtracking and redoing much of your work. This was a complaint that a Freshservices’ customer had.
Vision Helpdesk Solution
Several of our management components work seamlessly together. For example, when incidents are reported, they are logged into the system and linked together with other similar incidents across departments. It also links with the problem management part of the software. Once the root problem is resolved, you can easily find all the incidents that were related to the problem. That way you solve everything at once. If you don’t have integrations where you need them, then you will be simply putting out fires — one at a time, which is a lot of work.
Implementing a CRM software for your business is the right move to make. Finding the right software is important. At Vision Helpdesk, we make sure that all your concerns are met with a software that is both powerful and user-friendly. Get in touch for a free tour of our products.