Adobe Web Experience Management vs Freshdesk comparison

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Comparison Buyer's Guide
Executive Summary
Updated on Sep 4, 2023

We compared Freshdesk and Adobe Web Experience Management across several parameters based on our users' reviews. After reading the collected data, you can find our conclusion below:

  • Features: 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. Adobe Web Experience Management offers strong content management capabilities, pre-designed templates, and integration with third-party tools.

  • Room for Improvement: Freshdesk could improve its ticketing system, reporting templates, integration with Freshcaller, and implementation of feature requests. Adobe Web Experience Management could improve its handling of large video files and related elements. Users also want more styling and design customization.

  • Service and Support: Freshdesk’s customer service is regarded as efficient and prompt. Users described it as excellent, speedy, and attentive. Adobe’s customer service is highly rated, but some reported slower response times and wanted more extensive troubleshooting information.

  • Ease of Deployment: Freshdesk’s setup is quick, painless, and can be completed without outside help. Adobe Web Experience Management's initial setup can be challenging, particularly for self-deployment.

  • Pricing: Opinions about Freshdesk’s pricing are mixed. Some find it competitive and affordable, while others find it expensive, particularly when expanding or adding features. Adobe Web Experience Management has a relatively high cost compared to other content management systems.

  • ROI: Freshdesk improves the efficiency of customer management, addressing requests, and organizing documentation, resulting in a favorable return on investment. Adobe Web Experience Management has a relatively high cost compared to other content management systems.

Comparison Results: 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. Adobe Web Experience Management provides easy deployment options, effective content management, and seamless integration with other systems. It could be better at handling large video files and offer more competitive pricing compared to other content management systems.

To learn more, read our detailed Adobe Web Experience Management vs. Freshdesk Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The templates and components that come out of the box are very helpful, especially in terms of the content fragments and experience fragments. Every client would like to have some templates and components, and they would like to cut down the effort of having to create every component that's customized. So, they try to use them out of the box. Other than that, the user roles and permissions workflows, third-party integrations, and system integration are the features that are very important.""Good content and digital management capabilities."

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"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 ticketing system is smooth, but since we use a free version, we do not have many facilities available.""It is quite easy to program custom apps and integrate them.""It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base.""It generated reports for us, which helped us identify the status of requests and the aging of requests.""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.""We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources.""Omnichannel is one of the most valuable features of the solution."

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Cons
"Unable to handle very large video files.""It would be better if it also supports some styling. Currently, whenever we have to do design for a particular client according to their brand strategy, it takes a good amount of effort. Adobe never focuses on this area. They say that you design your pages, templates, etc. If they can define common components or a common section of the style sheet so that if you want to have a button by default, you can go and just mention the specifications, such as the color code, and those specifications are automatically followed across the whole site or multiple sites according to the brand strategy. Such functionality will be helpful because currently, it takes a lot of effort to manage them separately."

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"I would like on-the-go translation,""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.""I would like to see a little bit more color in the solution.""Technical support is not the best. It could be much, much better and offer better support to users.""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.""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.""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.""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."

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Pricing and Cost Advice
  • "It's definitely an expensive solution, but it comes with a lot of features and scalability. As compared to other content management systems that we have in the market, AEM is the costliest one. There is no hidden or additional fee."
  • More Adobe Web Experience Management Pricing and Cost Advice →

  • "It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."
  • "The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."
  • "The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."
  • "We use a licensing model only so we pay for the number of agents we have configured in the system only."
  • "Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."
  • "We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."
  • "It is costly."
  • "The pricing is pretty manageable and acceptable."
  • More Freshdesk Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:Good content and digital management capabilities.
    Top Answer:This is one of the more expensive products on the market. We pay an annual license fee.
    Top Answer:This product is unable to handle very large video files and related elements. Adobe should focus on a media asset management solution, the solution currently lacks that.
    Top Answer:Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.
    Top Answer: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. Additionally, more flexibility in… more »
    Top Answer:I use Freshdesk to manage IT support tickets for our team of 15 IT professionals across multiple countries. It has been effective in ticket management, and we find the price-to-functionality ratio… more »
    Ranking
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    8.0
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    8.1
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    Learn More
    Overview

    Adobe Web Experience Management (WEM) is a comprehensive content management system that empowers businesses to create, manage, and deliver personalized digital experiences across multiple channels. With its intuitive interface and robust features, WEM enables organizations to streamline their content creation process, enhance customer engagement, and drive conversions.

    One of the key features of Adobe WEM is its powerful content-authoring capabilities. The platform provides a user-friendly interface that allows content creators to easily create and edit web pages, blogs, and other digital assets. With its drag-and-drop functionality and customizable templates, users can quickly design and publish content without the need for technical expertise.

    Another standout feature of Adobe WEM is its robust personalization capabilities. The platform leverages advanced targeting and segmentation tools to deliver personalized experiences to each individual user. By analyzing user behavior and preferences, WEM enables businesses to deliver relevant content and offers, increasing customer engagement and driving conversions.

    Adobe WEM also offers seamless integration with other Adobe products, such as Adobe Analytics and Adobe Target. This integration allows businesses to gain valuable insights into user behavior and preferences, enabling them to optimize their digital experiences and drive better results. Additionally, WEM's integration with Adobe Target enables businesses to run A/B tests and personalized campaigns, further enhancing the effectiveness of their marketing efforts.

    Furthermore, Adobe WEM provides comprehensive content management capabilities, including version control, workflow management, and content reuse. These features enable businesses to efficiently manage their content lifecycle, ensuring consistency and accuracy across all channels.

    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:

    • Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.
    • Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.
    • Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.
    • Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.
    • Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.

      With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.
    • Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.

    • Integration: Freshdesk’s open API can be used to integrate the solution with multiple  third-party systems. 
    • Comprehensive security: Freshdesk’s security features allow you to:

      • Set custom access permissions for agents.
      • Perform comprehensive audits of networks and systems.
      • Secure your own support domain or vanity URL with custom SSL certificates.
      • Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
      • Set up SSO scripts for credential authentication.

    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.”

    Sample Customers
    Rundfunk Berlin-Brandenburg, University of Georgia, The University of Auckland, Dalhousie University, KfW Bankengruppe, IG Group, National Australia Bank, Investec, New Mexico Department of Transportation (NMDOT), Swiss Federal Railways (SBB), Singapore Tourism Board, European Southern Observatory (ESO)
    Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
    Top Industries
    No Data Available
    REVIEWERS
    Computer Software Company21%
    Retailer21%
    Comms Service Provider11%
    Financial Services Firm11%
    VISITORS READING REVIEWS
    Computer Software Company23%
    Media Company7%
    Comms Service Provider6%
    Real Estate/Law Firm6%
    Company Size
    No Data Available
    REVIEWERS
    Small Business59%
    Midsize Enterprise14%
    Large Enterprise28%
    VISITORS READING REVIEWS
    Small Business28%
    Midsize Enterprise16%
    Large Enterprise56%
    Buyer's Guide
    Adobe Web Experience Management vs. Freshdesk
    March 2024
    Find out what your peers are saying about Adobe Web Experience Management vs. Freshdesk and other solutions. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    Adobe Web Experience Management is ranked 9th in Customer Experience Management with 2 reviews while Freshdesk is ranked 1st in Customer Experience Management with 27 reviews. Adobe Web Experience Management is rated 8.0, while Freshdesk is rated 8.4. The top reviewer of Adobe Web Experience Management writes "It has a lot of features, and it is very easy to learn, use, integrate, and manage". On the other hand, the top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". Adobe Web Experience Management is most compared with FullStory and OpenText Extended ECM, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, BMC Helix ITSM and ManageEngine ServiceDesk Plus. See our Adobe Web Experience Management vs. Freshdesk report.

    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.