1: Freshdesk's spotty reliability can tarnish your brand
Your customers and support teams depend on your software to work for them. So when it’s unreliable, it can cost you time and money. Interrupted chats and calls lead to frustrated customers and agents. According to Zendesk’s Customer Experience Trends Report , about half of customers say they would switch to a competitor after one bad experience. That number rises to 80% after more than one. So failing to meet your customer’s needs can come at a high cost.
Zendesk is built to be reliable
Our customers, like Airbnb, Slack, Zoom, and Shopify, have a wide variety of sophisticated support needs. Having a reliable solution means you don’t have to waste valuable australia email address list time worrying about software issues and dropped calls. Instead of spending resources troubleshooting reliability issues, you can focus on your customers and your business. And that gives you the power to deliver a better customer experience.
Monese had reliability issues with Freshdesk, one of the main reasons for their switch to Zendesk
The fintech company offers a banking app that makes it easy to set up shop in a new country. And banking from anywhere requires customer service everywhere. When the company was first starting out, it used Freshdesk to handle voice and email contacts. But it soon became clear that the company needed to centralize contacts into a single solution. Freshdesk’s spotty voice service, combined with other integration issues, left Monese dissatisfied.
“We had some difficulties with the calling side of Freshdesk,” explained Lauri Haav, Head of Customer Loyalty at Monese. “We had massive issues with call drops and mixed calls – calls would just mysteriously disappear and never reach agents. Freshdesk’s voice product was not good enough for us.” —Lauri Haav, Head of Customer Loyalty at Monese
After switching to Zendesk, Monese saw their CSAT increase by 10 percent, and their overall response time decreased by 59 percent.