We performed a comparison between Freshdesk and HootSuite based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management."Omnichannel is one of the most valuable features of the solution."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"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."
"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."
"Technical support is outstanding."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"It is quite easy to program custom apps and integrate them."
"It has a social media presence outside of the hours people are able to devote to an organization."
"HootSuite has an AI engine to suggest trending topics related to our business. The engine works really well and comes up with excellent suggestions for more posts."
"The main improvement HootSuite offers is allowing my organization to run social media campaigns."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"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."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"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 a little bit more color in the solution."
"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."
"It should enhance its service and its reporting capabilities."
"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."
"The company should reduce the pricing to make it easier for companies to deploy to larger social teams."
"Last I checked, you can't schedule Twitter threads where each tweet is a reply to a previous tweet."
Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while HootSuite is ranked 3rd in Social CRM with 5 reviews. Freshdesk is rated 8.4, while HootSuite is rated 8.8. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of HootSuite writes "Good customization and social media management with helpful AI capabilities". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas HootSuite is most compared with Sprinklr, Brandwatch and Sprout Social.
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