We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"The organization that is possible with other departments is the solution's most valuable aspect."
"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 ability to create meaningful reports and dashboards to tell stories."
"Technical support is not the best. It could be much, much better and offer better support to users."
"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."
"The technical side requires development skills during implementation. This could be simplified."
"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."
Earn 20 points
IBM Watson Customer Experience Analytics allows you to view your sites and apps from the customer perspective to discover opportunities. It provides a seamless, end-to-end view of the customer experience to understand and optimize every journey and gives you the insights you need to resolve issues, boost conversions and maximize lifetime customer value.
Freshdesk is ranked 2nd in Customer Experience Management with 2 reviews while IBM Watson Customer Experience Analytics is ranked 3rd in Customer Experience Management with 1 review. Freshdesk is rated 9.6, while IBM Watson Customer Experience Analytics is rated 10.0. The top reviewer of Freshdesk writes "Solid, good price, simple to use, and requires negligible training effort". On the other hand, the top reviewer of IBM Watson Customer Experience Analytics writes "Great granular DOM level with excellent analytics and reporting". Freshdesk is most compared with ServiceNow, JIRA Service Management, Zendesk Guide, Microsoft Dynamics CRM and Atlassian Confluence, whereas IBM Watson Customer Experience Analytics is most compared with SAS Customer Intelligence 360, Glassbox, FullStory, Verint Experience Cloud and Medallia.
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.