We performed a comparison between Freshdesk and Microsoft Dynamics CRM based on real PeerSpot user reviews.
Find out what your peers are saying about Qualtrics, ServiceNow, Salesforce and others in Customer Experience Management."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 ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"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."
"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."
"The organization that is possible with other departments is the solution's most valuable aspect."
"It is quite easy to program custom apps and integrate them."
"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."
"We are able to effectively follow up on requests, ensuring all customer issues are resolved in a timely manner. This solution provides a platform where there is visibility of all customer interactions, with efficient follow-up."
"Our clients appreciate that the solution can be used to monitor everything their customer interacts with in their business."
"The history of engagement with our customers, including all conversations, has been most valuable when using this solution."
"The product is user-friendly."
"Microsoft Dynamics CRM is easy to use, the UI is very good, and it has many capabilities."
"Microsoft Dynamics CRM is a stable solution."
"The most valuable features of Microsoft Dynamics CRM are its easy operations and functionality."
"The way it effectively works with the array of other Microsoft tools, such as Azure, is valuable. It works very well with the use of data linking and things like that. Overall, it is a great overall tool to have an effective understanding of the transactional background of each of our customers."
"I would like on-the-go translation,"
"I would like to see a little bit more color in the solution."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"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."
"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."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"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."
"This is a good tool, but if you don't have experience using a CRM solution, there are a lot of things you'll need to learn. This tool needs to be more user-friendly."
"It could be less complicated for smaller organizations."
"Dynamic's management could be improved. The tech management should have better technical capabilities."
"A built-in automation engine to automate parts of workflows would be beneficial. That's the feature I'd be most happy to see expanded. It's currently tagged as simple automation, but I'd love some predictive capability."
"The integration capability with other systems could be improved, particularly the Lead Generation system."
"When it comes to any necessary changes or updates, we have issues. It is not very agnostic in terms of working with other platforms. A lot of data transformation had to be done internally in order to send it to various systems."
"The manufacturing module could be improved. I would like to see customization in the next release."
"The options for customizing Microsoft Dynamics CRM are very limited or highly complex."
Freshdesk is ranked 2nd in Customer Experience Management with 27 reviews while Microsoft Dynamics CRM is ranked 1st in CRM Customer Engagement Centers with 68 reviews. Freshdesk is rated 8.4, while Microsoft Dynamics CRM is rated 7.8. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Microsoft Dynamics CRM writes "Intuitive APIs, customizable design, but dashboards could improve". Freshdesk is most compared with JIRA Service Management, ServiceNow, Spiceworks, TOPdesk and BMC Helix ITSM, whereas Microsoft Dynamics CRM is most compared with Salesforce Sales Cloud, SAP CRM, ServiceNow, Siebel CRM and Salesforce Marketing Cloud.
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.