We compared Freshdesk and IBM Watson Customer Experience Analytics 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. IBM Watson Customer Experience Analytics is renowned for its advanced AI-driven analytics capabilities.
Room for Improvement: Freshdesk could improve its ticketing system, reporting templates, integration with Freshcaller, and implementation of feature requests. IBM Watson users say the solution should simplify its user interface and data integration. Some noted limited customization options and performance problems.
Service and Support: Freshdesk’s customer service is regarded as efficient and prompt. Users described it as excellent, speedy, and attentive. IBM support is considered efficient and supportive.
Ease of Deployment: Freshdesk’s setup is quick, painless, and can be completed without outside help. Deploying IBM Watson Customer Experience Analytics is considered relatively straightforward, and users say the instructions are clear.
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. Consult the vendor or review the product's documentation for accurate information on IBM Watson’s costs.
ROI: Freshdesk improves the efficiency of customer management, addressing requests, and organizing documentation, resulting in a favorable return on investment. Reviews have not provided details on the ROI of IBM Watson Customer Experience Analytics so far.
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. IBM Watson Customer Experience Analytics provides deep customer insights with AI-powered analytics. Users like its customizable dashboards and seamless integration with other systems. However, the solution has a long learning curve, and some users reported issues with glitches and sluggish performance.
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"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."
"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."
"Technical support is outstanding."
"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."
"It is very easy to make reports."
"The UI is easy to use."
"The ability to create meaningful reports and dashboards to tell stories."
"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 to see a little bit more color in the solution."
"It should enhance its service and its reporting capabilities."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"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."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"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."
"The technical side requires development skills during implementation. This could be simplified."
Earn 20 points
Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while IBM Watson Customer Experience Analytics is ranked 6th in Customer Experience Management. Freshdesk is rated 8.4, while IBM Watson Customer Experience Analytics is rated 10.0. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". 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 JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas IBM Watson Customer Experience Analytics is most compared with IBM Watson Commerce Insights and Anthology Engage.
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.