Freshdesk vs Medallia Experience Cloud

Freshdesk has 2567 reviews and a rating of 4.49 / 5 stars vs Medallia Experience Cloud which has 29 reviews and a rating of 4.48 / 5 stars. Compare the similarities and differences between software options with real user reviews focused on features, ease of use, customer service, and value for money.

Overall Rating
4.49 / 5 (2567)
4.48 / 5 (29)
Ease-of-Use
4.5 / 5
4.5 / 5
Value for Money
4.5 / 5
4 / 5
Customer Support
4.5 / 5
4.5 / 5
Functionality
4.5 / 5
4.5 / 5
Last Review Written
September 30, 2022
September 5, 2022
Pros/Cons
  • Pros

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

  • Contact management and search is awful. It is really difficult to avoid creating duplicated clients with slightly different name.
  • The support and contact system for Freshworks/Freshdesk is as bad as it gets.
  • Pros

  • Having instant, constructive feedback allows us to recognize outstanding employees as well as improve our customer experience. I also love the templates that allow us to respond to customer comments.
  • I know there are many other use cases than how we used Medallia but I found the experience easy to navigate and straight forward to understand customer and internal NPS scores and feedback.
  • Cons

  • Only cons is sometimes medallia c loud will highlight red words that are good.it supposed to only high bad things in red.
  • The software is sometimes intimidating for me because most customers do not respond to the survey or get mad about being asked for feedback.
Pricing Range
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Ideal Customer Size
Small
Medium
Large
Small
Medium
Large
Deployments
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Support
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Training
In Person
Live Online
Webinars
Documentation
Videos
In Person
Live Online
Webinars
Documentation
Videos

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