[ Freshde... Reviews ](https://www.g2.com/products/freshdesk-customer-success/reviews) [ Freshde... Reviews ](https://www.g2.com/products/freshdesk-customer-success/reviews) # Freshdesk Customer Success Features ##### ## Customer Information (7) Customer Health Scores Provides users a customer-specific score to determine the overall satisfaction of each customer. Customer Monitoring Monitor customer actions overall as well as their interactions with different teams within the company, such as the support team Customer Profiles Gain a holistic view of your customers. Create customer profiles based on data pulled in from multiple sources including CRMs, service desks, marketing tools, and financial systems such as accounting and payroll software. Playbooks Create and structure key customer success processes into a "playbook" to create unified team best practices for handling customers. Customer Segments Separate customers into similar segments based on criteria such as subscription models, support needs, or usage behaviors to allow for more personalized and specific attention. Product Engagement Identify which customers are getting the most out of your products or services and highlight those who have not yet fully adopted or may need further training. Surveys Allows users to create and send out surveys to customers to determine net promoter scores and other key satisfaction information. Show More ##### ## Predictions (10) Churn Risk Calculates the risk that your customers will not renew or continue using your product or service. Upsell Opportunities Discovers and highlights factors that lead to upsell opportunities. Custom Triggers Allows users to set custom triggers to signal actions that will lead a customer to act in a particular way. Machine Learning Ability for the platform to learn and improve predictions based on previous customer behavior and a growing database of customer information. Service Quality Assurance Service quality is measured in real time to provide alerts to case managers on opportunities for improvement Analytics Provides dashboards and reports to describe profiles and trends. Revenue Impact Measures the business value of each customer and their contribution to the company bottom line. Artificial Intelligence AI technologies like NLP, NLU, and/or NLG are used to analyze and process text provided by customer interactions. Sentiment The product automatically discerns customer sentiment from text and/or calls for proactive action. Retention Calculates the likelihood of your customers continuing to use your product or leaving. Show More ##### ## Platform (13) Reporting & Dashboards Access pre-built and custom reports and dashboards for viewing API & Integrations The number of sources from which the platform can pull customer data and how well those integrations are supported. Data Import & Export Tools Ability to input, modify, and extract data from the application in bulk through a structured file. Workflow Capability Automates everday customer success functions for more efficient and effective day-to-day processes. Notifications Set alerts for customer actions in order to respond quickly and proactively. Customization Allows administrators to accommodate their unique process. Includes ability to create custom objects, fields, rules, calculations, and views. Scalability Ability for the platform to grow with the user's company and support an increasing number of customers and users within the platform. Data Security The measures taken to ensure that the customer data being held within the platform is being hosted in a safe environment and is not prone to risks. Performance & Reliability Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond. User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. Health Score Generates a score that represents the likelihood of customer churn and customer satisfaction. Customer Profiles Catalogues and organizes a profile for each customer where every data point is attributed to. Notifications Set alerts for customer profiles in need of urgent attention and resolution. Show More ##### ## Generative AI (4) AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Show More ##### ## Agentic AI - Customer Success (5) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More [ ![OnRamp](https://images.g2crowd.com/uploads/product/hd_favicon/719f97e3bc135a9e8020c0001e1942e9/onramp-technology.svg "OnRamp") Sponsored OnRamp 4.4/5 (198) Visit Website ](javascript:void(0)) ## Top-Rated Alternatives [ ![HubSpot Service Hub](https://images.g2crowd.com/uploads/product/hd_favicon/4197737e447f044e17be1a5ebb4ba193/hubspot-service-hub.svg "HubSpot Service Hub") HubSpot Service Hub 4.4/5 (2,818) ](https://www.g2.com/products/hubspot-service-hub/reviews) [ ![Gainsight Customer Success](https://images.g2crowd.com/uploads/product/hd_favicon/b85529a71df779e1fe2a7192bb891e31/gainsight-customer-success.svg "Gainsight Customer Success") Gainsight Customer Success 4.5/5 (1,708) ](https://www.g2.com/products/gainsight-customer-success/reviews) [ ![Planhat](https://images.g2crowd.com/uploads/product/hd_favicon/419a7323b926f3ff16b400b2b7ca40c1/planhat%282%29.svg "Planhat") Planhat 4.5/5 (926) ](https://www.g2.com/products/planhat/reviews) [ View All Alternatives ](https://www.g2.com/products/freshdesk-customer-success/competitors/alternatives) ##### Categories on G2 [ Customer Success ](https://www.g2.com/categories/customer-success)[ Proactive Customer Retention ](https://www.g2.com/categories/proactive-customer-retention) ##### Explore More [ Top-rated customer relationship management software for mid-size businesses ](https://www.g2.com/discussions/top-rated-customer-relationship-management-software-for-mid-size-businesses)[ Top tools for collaborative recruitment workflows ](https://www.g2.com/discussions/top-tools-for-collaborative-recruitment-workflows)[ Which AI video generation platform offers the fastest rendering? ](https://www.g2.com/discussions/which-ai-video-generation-platform-offers-the-fastest-rendering) [ Leading live chat apps to improve customer support ](https://www.g2.com/discussions/which-leading-live-chat-apps-are-actually-improving-customer-support)[ Which financial audit tool integrates with accounting systems for direct data access and audit sampling capabilities? ](https://www.g2.com/discussions/which-financial-audit-tool-integrates-with-accounting-systems-for-direct-data-access-and-audit-sampling-capabilities%20)[ Pros and Cons Details ](https://www.g2.com/products/freshdesk-customer-success/reviews?qs=pros-and-cons) Show More [ Top-rated customer relationship management software for mid-size businesses ](https://www.g2.com/discussions/top-rated-customer-relationship-management-software-for-mid-size-businesses)[ Top tools for collaborative recruitment workflows ](https://www.g2.com/discussions/top-tools-for-collaborative-recruitment-workflows)[ Which AI video generation platform offers the fastest rendering? ](https://www.g2.com/discussions/which-ai-video-generation-platform-offers-the-fastest-rendering) [ Leading live chat apps to improve customer support ](https://www.g2.com/discussions/which-leading-live-chat-apps-are-actually-improving-customer-support)[ Which financial audit tool integrates with accounting systems for direct data access and audit sampling capabilities? ](https://www.g2.com/discussions/which-financial-audit-tool-integrates-with-accounting-systems-for-direct-data-access-and-audit-sampling-capabilities%20)[ Pros and Cons Details ](https://www.g2.com/products/freshdesk-customer-success/reviews?qs=pros-and-cons)