| Functionality | 9 <p>Freshdesk Omni offers very rich support functionality. It supports most channels, and the creation of help centres and community forums. It also has pretty advanced chat automation, AI and reporting functionality.</p><p>However, Freshdesk doesn't support offer unified analytics and automation workflows across its two modules - ticketing and chat.</p> | 4 <p>Missive’s positioning as a more generalised tool for customer facing teams means that its overall feature set as a dedicated customer support tool is relatively lacking. To be more specific, Missive is best suited to smaller teams with low ticket volume who manage customer interactions across a range of social and email channels. That being said, its omni-channel support is well rounded, with only a native Slack integration being a possible major drawback of teams. Additionally, its rule based ticket routing and analytics filtering features are deep and offer room for a lot of customisability. </p> |
| Ease of Use | 3 <p>Freshdesk Omni has a steep learning curve and rather frustrating set up.</p><p>We also found a lot of setting unintuitive and unnecessarily complex. For instance, to set up automations for live chat, you'll have to visit at least 3-4 settings page (assignment, routing, conversation skills, advanced automation).</p><p>Its chatbot builder, in particular, is one of the most complex builders we've come across.</p> | 7 <p>We find Missive’s self-serve onboarding to be simple and intuitive. It would take an average SMB employee less than a day to become proficient in using the platform. Additionally, its web app is fast to load and easy to navigate for new agents.</p> |
| Look and feel | 3 <p>Freshdesk Omni feels rather dated and cluttered, both internally and externally. The amount of customisability and functionality can be overwhelming on many screens. age load times can also be painfully slow, taking up to 10 seconds on some screens and forcing a page reload.</p> | 8 <p><span style="color: rgb(0, 0, 0);">We find Missive's interface to be modern, sleek, and fast to load. Both its light and dark themes are well designed and easy to navigate with clear accent colours applied to core features and buttons. </span></p> |
| Customisability | 8 <p>Freshworks offers a good level of customisability. It supports using custom code for deep customization of the Help Centre. You can also track custom events about customers for create personalized proactive messages and workflows. Custom data objects can be created, and agents can customize their workspace layout. </p> | 4 <p>At present, Missive lacks many customer facing features that you might expect from a customer support tool, such as a help centre. Additionally, it's live chat widget only allows for limited customisability focused on themes and colours.</p><p>That being said, there are some areas where customisability is a core strength for Missive. For example, the ability to centrally manage email signatures for all agents with the ability to add interactive surveys into them - or the ability to create rich, rules based workflows to route tickets.</p> |
| Ease of Setup | 6 <p>Missive offers a simple self-serve free trial for their platform. We found the initial setup to be relatively simple, but somewhat unintuitive taking around 10 minutes. Setting up your first channels is also a confusing process from a UX perspective - but once you've figured your way around the interface, channels like email are simple to integrate (one-click for common providers). </p> | 8 <p>Missive offers a simple self-serve free trial for their platform. We found the initial setup to be very simple, taking less than 10 minutes. Setting up your first channels is also a simple process - for example connecting your email can be done with just a couple clicks instead of needing to set up email forwarding manually. </p> |
| Customer Support | 6 <p>While Frehworks offers 24/7 support live chat in-app and the support team is quick to reply, they don't always offer helpful/ relevant information.</p><p>We also found the live chat widget with Freshworks support unreliable, as you lose your current conversation when you switch between Freshdesk/ Freshchat.</p> | 5 <p>Missive offers a dedicated customer support email which we find helpful and responsive (reply times were typically >24 hours). Additionally, its 'help' documentation is rich and answers most common issues and queries. However, we would have liked to see the addition of a live chat widget for support on more urgent queries.</p> |
| Integratability | 8 <p>Freshworks offers hundreds of pre-built integrations with common third-party tools that SMBs use, including CRMs, email marketing tools, and project management systems. It also has an extensive marketplace for additional integrations and an API for custom integrations.</p> | 5 <p>Missive provides a number of integrations with popular CRMs (Salesforce, Hubspot) automation platforms like Zapier. Additionally, it offers an API through which users can interact with data directly. </p><p>That being said, we found it missing some key integrations natively that we would like to have seen, such as a native Slack integration and integration with common project management systems (such as Jira and Asana). </p> |
| Ease of Migration | 8 <p>Freshworks allows users to export key data (e.g. ticket and agent volume) via self-serve. Export of most other data are also available via API.</p> | 5 <p><span style="color: rgb(0, 0, 0);">Users can export key data across a range of categories including past conversations, customer profiles etc. through self-serve.</span></p> |
