137 Freshservice Testimonials

“The service desk adoption rate has been stellar. For instance, prior to the introduction of the virtual agent, close to 70% percent of our tickets would be logged through email, and the rest of them from the support portal. In contrast, we are witnessing over 70% of the tickets logged through our portal, and these are just the initial results. So, it's pretty evident that our Virtual Agent adoption has contributed significantly to the improvement in service desk adoption. As we continue to double down on our efforts of value articulation to our stakeholders and keep improving the accuracy of the search results, it's just a matter of time before the adoption rate would go beyond the 90% mark fairly quickly.”

"Before Freshservice circa 40% of changes went through a proper approval process and received my sign off. Today just short of 100% of all changes are documented, checked for effective plans, and go through me for approval."

"Freshservice have been an integral part of our support service fabric for the last 3 years. The online portal and mobile application are incredibly user friendly, encouraging staff to engage with the IT Service team."

“We are pleased to see how our employees and agents are benefitting from the transformation. Our objective is to double down on our pursuit towards greater automation, tighter integration with other tools and applications on our stack, and keep elevating the experience for our employees. With more and more departments looking to streamline service delivery with Freshservice, we are happy to be enabling our internal stakeholders to be at being their productive best, both today and in the future.”

“Freshservice continues to play an integral part in Probe’s IT strategy. From day one, we have looked at ensuring that everything IT starts with Freshservice. We continue to build on that, and are slowly extending the service management principles to other departments within the organisation. Being privy to how IT has effectively managed workload with Freshservice, we have had teams such as Facilities and Finance working with us in building support portals to streamline service delivery.”

“Our team loves exploring the full functionalities of Freshservice and we discover something new almost every week! We have really fallen in love with the product. When you have a team who enjoys using the solution, it just makes work that much easier.”

“In just the six months of adopting Freshservice, we have actually generated double the amount of tickets handled last year, which is crazy. That just goes to show just how much people are relying on the platform to get their issues resolved. Which is fantastic! I am also happy to see the adoption of Freshservice by our sales teams, warehousing teams, finance teams, and the feedback has been extremely positive. More importantly our agents today are better equipped to handle tickets and their contributions are acknowledged and appreciated by our stakeholders.”

“Freshservice has enabled us to put together a service management system that is effective and well received across our organization. We have integrated our legal department, human resources department, fundraising department and several other departments into the system and they have all become agents. Our people find the process of making requests for services very effective and they are able to see how effective those services are delivered. Freshservice will continue being the basis for how we both define and improve our services for the coming years.”

“Not only do employees see Freshservice as the go-to place for IT help and support, but agents are also able to do their jobs more efficiently. This has resulted in an improved experience and quicker resolution of problems for Ocado employees.”

“Implementing Freshservice has really been the highlight of my career at Alterra! The team makes you feel special and you have the assurance that you’re always a priority. I just don’t know how you can get a better vendor than Freshservice.”

“When we embarked on this project, we asked ourselves how we would create the best experience for managers, remove roadblocks in their work and make life easier for them. We believe we have achieved this goal with Freshservice.”

“The product is highly intuitive. If you’ve seen an ITSM system before, you can use this system as well. We are also pleased with the advanced functionalities and the support from Freshworks.”

“We started implementation of this tool just in time. In the current situation, shortening the response time and providing optimal service to our hotels is essential, and Freshservice is making a significant contribution to that.”

"Our response time now averages between two and three days. That’s a lot shorter than it used to be. Easy requests we handle during the same day, complicated jobs can take a week. Our goal is to reduce the response time to a maximum of two days. With the automation services in Freshservice, I'm sure we will reach this goal. Further improvements in the turnaround time will be achieved through cross-checking with previous solutions and by automating our response library. For example, we want to build a library of information we have used before, so that we can find the right answer much more quickly."

“Ultimately, better automation will contribute to the chain in which Schoeller Allibert and Freshworks strongly believe: happy employees ensure happy customers and therefore a positive result within Schoeller Allibert.”