We performed a comparison between Freshdesk and Influitive AdvocateHub based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management."The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"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."
"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."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"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."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"We are better equipped to engage with our customers on a regular basis using the program."
"It allows me to be able to create challenges around questions that I have, then in return, I can get instant results which are amazing."
"Influitive has always been great at listening to feedback when it comes to new product suggestions, which is nice as a regular user."
"It has helped tremendously when it comes to driving our customer story pipeline."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"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."
"I would like to see a little bit more color in the solution."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"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."
"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 on-the-go translation,"
"One thing that I would like to see improved is the number of challenges listed in each experience."
"I have suggested notifications within the platform for new challenges and also a more engaged platform for each community member to interact with one another."
Earn 20 points
Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while Influitive AdvocateHub is ranked 10th in Social CRM. Freshdesk is rated 8.4, while Influitive AdvocateHub is rated 9.2. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Influitive AdvocateHub writes "Enables nimble communication with our brand's promoters and pushes out product information". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas Influitive AdvocateHub is most compared with .
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