We performed a comparison between Freshdesk and Oracle WebCenter based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management."Technical support is outstanding."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"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."
"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 UI is easy to use."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"WebCenter's interface is very user-friendly."
"You can move workloads in between sub-servers so that you don't overload a portion of the server."
"Oracle integrates well with other products to cover Big Data."
"Integration within the solution is very good."
"It's a very scalable solution and the performance is pretty good. The scalability, in my opinion, is the biggest advantage."
"The WebCenter Content is its most valuable feature. After we update a document in WebCenter Content, it can be update automatically in our intranet."
"A great solution for storing and searching large volumes of documents with easy access."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"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."
"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."
"Technical support is not the best. It could be much, much better and offer better support to users."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"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."
"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."
"It should enhance its service and its reporting capabilities."
"There are many document management systems that offer pretty much the same functionalities but at a lower price. The product as such is pretty good. However, the pricing is not comparable. They need to adjust their pricing to be more competitive on the market."
"The speed of the backup should be enhanced."
"WebCenter requires a lot of design effort to upload content to our regular system."
"The solution should be offered in Persian. Right now, our version is in English, and there's a bit of a language barrier between the users and the product."
"I would like them to add more Web 2.0 features."
"Does not seem to be totally compatible with Windows 10 as of our current version."
"This solution needs to support translation into the Arabic language."
"Its functions need more stability."
Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while Oracle WebCenter is ranked 20th in Customer Experience Management with 12 reviews. Freshdesk is rated 8.4, while Oracle WebCenter is rated 7.0. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Oracle WebCenter writes "Has a user-friendly interface but performance is not up to scratch". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas Oracle WebCenter is most compared with Oracle Content Management, SharePoint, Adobe Experience Manager, WebLogic Suite and Liferay Digital Experience Platform.
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