This is a great platform for helpdesk management. We use it for around 5 engineers and it works great as it's not over-complicated.

Lacking rudimentary filter/show by date range feature, terrible for recordkeeping.

Wonderful tracking and organization of emails and support issues, with a nice and clean UI, and simple tools to automate many support tasks.

Applications/Addons are great for customizing. Integrations with other products are fantastic.

It is easy to use and it integrates everything which is really helpful, the simplicity of the program was nice.

Freshdesk has been a great product to use for us, it's easy to use and set up and provides a much needed cost effective service.

Freshdesk was great for what we needed. We have since moved to a new product, but recommend Freshdesk to clients when appropriate.

We did not use any software before and we constantly got lost e-mails or forgotten requests because they were all handled through e-mail.

I like it's simplicity, ease of use. It has a very clean interface and is uncluttered.

So user friendly, amazing features and great customer support from pre-sales, to set up, to every day use questions.

Fresh desk is easy to use and to coordinate with a client in best way while its ticketing system is awsome.

Our department has had many debates initially but knows we all are thriving on this product and are super happy with it. A key feature would be the Freshdesk mobile application.

My favourite feature is the very clean inbox and ease of assigning emails to myself or my colleagues.

Contact management and search is awful. It is really difficult to avoid creating duplicated clients with slightly different name.

It simplified things for us, and make our daily tasks easy to maneuver through. It changed the way we work for the better, looks nice, and works well.

The team I dealt with has been great, responsive and attentive to our needs and requirements, they were very easy to work with.

My favorite features are the easy to generate ticket integration with FreshSales, real-time ticket updates, and the ability to draft canned responses for common issues.

It comes with best in class features of reporting, integration, resource management and other useful features that might prove out to be the ways for improving overall productivity.

The ability to sync, manage & assign tickets with ease. Has been a fan of there mobile app and the notifications that helps me keep a track of tickets on the go.

However,  I have terrible experience when it comes to the customer service, which is very horrible.

With their continued lack of responsiveness we cancelled our account after using the service for about a year.

The support and contact system for Freshworks/Freshdesk is as bad as it gets.

Reasonable price and a very easy interface make it an excellent pick for us.

Overall I am so glad I chose freshdesk. It’s very easy to use and is a great value.

We selected them because we can have some top notch solutions just like we had Freshdesk or Zendesk, but we do not have to leave a fortune there.

We liked the Shared ownership concept which helps communicating internally through one interface and best part is the reports structure.

Very useful for customer service agents. With the help of Freshdesk, I was able to offer great customer service to the clients who gave us good company ratings.

I really appreciate that they have a free trial to use for this software and that the customer support they offer is great and helpful.

The interface makes sense to use, and when I needed guidance, the Customer Support Team was SUPER QUICK to help me get to where I needed/wanted to be.

The only negative thing so far, is that some Spanish translations have been erroneous or inaccurate.

The additional issue is if someone can spam your Freshdesk site, then they think they can spam any of your sites.

Happy, good support and account management and good value for money compared to other services in the market.

We are able to track our customers and teams progress. Plus it started our free and there was a chance to learn and implement it into our daily routine and now we are paying for more features.

It has been very good at the time of backing up information and cycling functions that remain programs in the best way effectively.

It felt like it was meant for the company, I was very impressed with how many interesting features you have. It is very secure to use.

Plum is a very good price to value product. Since implementation we have been able to reduce staff by 11 people.

Its easy to use and provides updated results. Any updates can be done easily.

Difficult to say - as I have not directly used two systems in a comparison mode.

Plum IVR is highly available, having enrich features and providing 24X7 customer support.

We have a large array of customers using the software for a realtime IVR. It requires a high uptime, and for the most part, the system has been up and functioning, which is great.

Their documentation is excellent, along with their support. Even the best products not supported can cause trouble.

Good overall - the pricing was steep for our use case, but the sales team was receptive and adjusted accordingly.

The setup is very intuitive and can be customized to your business’s needs. We like that you can create your own testing environments and deploy immediately.

Great UI to build and manage IVR applications. Good analytics and reports that detail customer journey.

We wanted to fully control our IVR process and PLUM FUSE+ has allowed us to do that. Their account management team has also been really good.

This is a great system that is easy to use and works as promised every time.

Highly available, having enrich features and providing 24X7 customer support.

Our ability to annually configure a large, complex survey using the Plum Voice interface has been very helpful over the last seven years. And, customer service has been excellent.

Their representatives are also very friendly and follow up immediately whenever a request is made for assistance.

They have been very gracious in answering our questions and letting us know other features available to us.

Did not use the product as an end user so difficult to speak to feature gaps.

It just works exactly as advertised which is what we and our clients want from an IVR system. Their service is amazing as well and we are able to get the support we need when we need it.

The implementation was straightforward using Plum's SDK and APIs and works well for a fair price. Fees are charged for call minutes and pricing is volume based.

The company is quick to alert us to any issues they are working on and maintenance is completed at a time that never affects our process.

Plum has supplied everything I need. Their system works and when I need help I get superior, timely support.

Some missed calls but that may be more on our end, not quite sure.

The graphic user interface supports ease of deployment.

What I like most is the ease of use. Our account representative is also very responsive and helpful.

My only request is that I wish we had more reporting features, but understand this is likely due to the limited features we have due to our own business model.

Very flexible, you can make changes in the portal with relative ease, and the changes are made instantly.

My interactions with the Plum team have been great. East to work with and very responsive.

Easy to integrate via API with our cloud infrastructure.

Easy to integrate with other customer support tools.

Since it handles credit card information, it is secure and is PCI compliant. It has performed very well over the years and is a very robust product.

Really good responsiveness to customer service and account management inquiries by us.

WE have been in partnership for over 10 years, new innovations, great customer service , easy to use platforms, and cost value... why would I change.

Moist appealing to me is the ease of user and functionality. The interface for even someone like me ( not the most technically sound) was easy to understand and use.

The up-time is great and the ease of use is excellent.

US Dollar

Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every customer touchpoint. Freshdesk empowers businesses to monitor customer conversations across email, phone, chat, social media and instant messaging, improve agent productivity with smart automations, deliver self-service experiences with AI-chatbots and branded help centers, and monitor key performance metrics with powerful analytics.



LongDescription

Support Ticket Management

Engagement Tracking

Cataloging/Categorization

Employee Management

Case Management

Surveys & Feedback

Status Tracking

Multi-Channel Management

Customizable Reports

Access Controls/Permissions

Activity Tracking

Session Recording

Customer Segmentation

IT Asset Management

Dispatch Management

Real-Time Monitoring

Workflow Configuration

SSL Security

Electronic Signature

Sentiment Analysis

IVR/Voice Recognition

Single Sign On

Project Planning/Scheduling

Project Management

Rules-Based Workflow

Knowledge Management

Categorization/Grouping

Communication Management

Customer Database

Call Recording

Customizable Fields

Collaboration Tools

Automated Routing

Assignment Management

Full Text Search

Call Center Management

Scheduling

Data Import/Export

Email Tracking

Customer Complaint Tracking

Call Routing

Email Templates

Self Service Portal

Customer Experience Management

Content Management

Project Time Tracking

Mobile Access

Social Media Monitoring

Multi-Channel Data Collection

Survey/Poll Management

Performance Metrics

Routing

Discussions/Forums

Issue Management

Text Editing

Multi-Channel Communication

Queue Management

Support Ticket Tracking

Role-Based Permissions

Social Media Integration

Real-Time Notifications

Forms Management

Service History

Workflow Management

Real-Time Updates

Email Management

Ticket Management

Event Triggered Actions

Recurring Issues

File Sharing

Activity Dashboard

Alerts/Notifications

Reporting & Statistics

Predictive Analytics

Knowledge Base Management

Network Monitoring

Reminders

Decision Support

Reporting/Project Tracking

Real-Time Chat

Service Level Agreement (SLA) Management

Community Management

Chat/Messaging

Work Order Management

Customizable Templates

Real-time Consumer-facing Chat

Issue Tracking

Inbox Management

Macros/Templated Responses

Dashboard

Multi-Language

Alerts/Escalation

Customizable Branding

Conferencing

Reporting/Analytics

Contact Database

Widgets

Monitoring

Web browser (OS agnostic)

Freshdesk is priced per support agent per month, and has 4  different plans. 

Free- $0 (unlimited free agents) 
Growth- $18/agent/month billed monthly or $15/agent/month billed yearly
Pro- $47/agent/month billed monthly or $39/agent/month billed yearly
Enterprice- $83/agent/month billed monthly or $69/agent/month billed yearly

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

Self-Employed

2-10

11-50

51-200

201-500

501-1000

1000+

Freshdesk

Live Online

Webinars

Documentation

Videos

Plum Voice powers automated communications solutions - IVR systems, virtual agents, chatbots, messaging campaigns, etc. - to simplify the most frequent customer interactions. By using low-code tools on a secure, PCI- and HIPAA compliant platform, users can build self-service applications that provide an excellent customer experience at a fraction of the cost of live agents while augmenting current staff needs. 

Our clients range from medium- to large-sized enterprises across a wide variety of industries. We help businesses strike the right balance between self-service automation and excellent customer experiences.

With Plum Voice’s cloud platform, developers can choose between Plum DEV to render VXML code, or Plum Fuse low-code tool with drag and drop capability. Both platforms include VoiceTrends to track performance analytics and reporting to maintain and maximize their use through real-time information. Add Plum SecureAssistant or Plum Insight to the package, and you have secure payment and survey options to better support customer experience programs.

With the recent addtions of Plum Chat and Plum Message, users can now find all their automated communications appliations in one place. Plum Chat is a chatbot tool that enables customers to communicate, self-service, self-heal and obtain support in their preferred communication channels - WhatsApp Business, Facebook Messenger, Instagram DM and Twitter DM.  Plum Message is an enterprise-level campaign management platform that creates SMS, MMS, Push, and OTT messaging. 

Plum Voice’s platform is built on a fault-tolerant and scalable cloud architecture which eliminates on-site hardware and support. It is delivered over a Tier 1 telecom infrastructure with built-in redundancy and designed for 99.9% uptime of your voice applications.

Plum Voice has gone through rigorous audits to achieve PCI-DSS, SOC2 and HIPAA compliance, and is also a Visa Verified vendor. 

Freshdesk vs Plum Voice

User Ratings & Reviews

Pricing

Product Demo & Screenshots

Advisor Recommendations & User Awards

Additional Info

Support and Training

Popular Comparisons