We compared Cisco Webex Experience Management and Freshdesk across several parameters based on our users' reviews. After reading the collected data, you can find our conclusion below:
Features: Cisco Webex Experience Management is notable for its ability to analyze real-time customer feedback, provide customizable surveys, perform sentiment analysis, and generate comprehensive reports. Freshdesk stands out for its ease of use and customizability. It enables users to connect with different folders and integrate seamlessly. Reviewers also mentioned Freshdesk’s strong reporting and comprehensive knowledge base.
Room for Improvement: Cisco Webex Experience Management could improve its user interface, reporting, and analytics capabilities. Freshdesk could improve its ticketing system, reporting templates, integration with Freshcaller, and implementation of feature requests.
Service and Support: Cisco Webex received positive reviews for its responsive and efficient support team. Freshdesk’s customer service is regarded as efficient and prompt. Users described it as excellent, speedy, and attentive.
Ease of Deployment: Cisco Webex Experience Management is commended for its trouble-free setup, and professional support is available for those who need it. Freshdesk’s setup is quick, painless, and can be completed without outside help.
Pricing: Reviewers have provided no information regarding the cost of Cisco Webex Experience Management. Opinions about Freshdesk’s pricing are mixed. Some find it competitive and affordable, while others find it expensive, particularly when expanding or adding features.
ROI: Reviewers have left no feedback on the ROI of Cisco Webex Experience Management. Freshdesk improves the efficiency of customer management, addressing requests, and organizing documentation, resulting in a favorable return on investment.
Comparison Results: Users like Cisco Webex Experience Management for its easy deployment and real-time feedback analysis. However, it has a complicated user interface, and the solution’s reporting and analytics features are limited. Freshdesk is highly regarded for its user-friendly interface, easy setup process, customizable features, seamless connectivity, and efficient reporting abilities. Still, there is room for improvement in areas like ticketing, integrations, reporting templates, and pricing.
"It works well in general, we haven't had any issues with it. It is stable and useful."
"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."
"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."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"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."
"It is very easy to make reports."
"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."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"The UI is easy to use."
"It is very expensive but there are no additional charges after it's purchased."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"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."
"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."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"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."
Cisco Webex Experience Management is ranked 10th in Customer Experience Management with 1 review while Freshdesk is ranked 2nd in Customer Experience Management with 27 reviews. Cisco Webex Experience Management is rated 6.0, while Freshdesk is rated 8.4. The top reviewer of Cisco Webex Experience Management writes "Very stable but exceptionally costly". On the other hand, the top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". Cisco Webex Experience Management is most compared with Teradata Customer Interaction Manager, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk.
See our list of best Customer Experience Management vendors.
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.