ReportGrid is a hosted alternative to building and maintaining analytics and reporting solutions. Since its launch in 2011, ReportGrid has successfully turned big data problems that pretty much every SaaS provider faces, into beautiful visualizations that actually make business sense.
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The Showdown: Desk.com and Freshdesk
The Driving Factor: Powerful capabilities, rich and easy interface, and competitive price point
Favorite Capability: Multi channel support
John A. De Goes, President-Founder-CTO of ReportGrid, wanted a tool that was simple and robust enough to get the team started immediately. But he did not want to compromise on features necessary to deliver an exceptional service experience to customers either.
“After evaluating the alternatives, we knew we wanted a multi-channel support system with a powerful API, an easy to update knowledge base, CRM integration and a clean, user-friendly interface for the customers”, recounts John. “We also needed a community platform to engage and interact with our customers directly”.
ReportGrid tried out a number of solutions before narrowing the choice between Desk.com (formerly Assistly), and Freshdesk. Both offered a majority of features on John’s list, so the contest came down to two parameters - the experience, and the pricing.
Freshdesk is the first customer support software that ReportGrid has ever used. With Freshdesk, ReportGrid has been able to reduce response times and expand beyond the traditional channels of support. Their favorite feature is multi-channel support. Having email, Twitter and Facebook all en route to the same inbox provides a unified view of all customer problems no matter where they are.
“Previously we would miss questions on Twitter, Facebook and sometimes email because we had no way to track them.” says John “Now Freshdesk ensures that we respond to all requests for support which leads to new customers and happier existing customers.”
ReportGrid stands at the forefront of the movement to mine hidden insights in data and monetize them. It says a lot that ReportGrid, an innovative company themselves with the need for an equally innovative way to serve their customers, chose Freshdesk.