Freshdesk vs Front: Upgrade to an advanced solution that caters to your growing needs
Front offers features that can only address basic customer support needs. As your business grows and customer queries increase, Freshdesk delivers superior omnichannel capabilities, AI, and automation.
How do you choose the right customer support solution for your business?
Uncomplicated omnichannel solution
Advanced ticketing for at-scale support
Powerful AI that’s easy-to-deploy
Automation that helps increase agent productivity
Robust analytics to get actionable insights
Lower total cost of ownership as business grows
6 reasons why Freshdesk wins over Front
Modern ticketing features that simplify support
Why Freshdesk wins
Ticketing in Freshdesk simplifies complexity in customer support at scale. You can break down large issues into parent-child tickets, collaborate cross-functionally, and deliver faster resolutions. Your agents can leverage the linked tickets feature to handle business-critical issues like downtime or security threats without breaking a sweat.
Why Front might not be the right choice for you
Front offers basic features for managing and tracking tickets. Businesses using Front might often struggle to resolve complex issues and deliver high-quality customer support.
Powerful AI Copilot to give superpowers to your agents
Why Freshdesk wins
Freddy Copilot boosts agent productivity by auto-summarizing support queries, suggesting next steps, providing real-time coaching, and prioritizing tickets using sentiment analysis. It empowers your support teams to accomplish more with less.
Why Front might not be the right choice for you
Gen AI features like email composer, reply suggestions, and sentiment analysis are table stakes for businesses paying for a modern support solution. It is surprising that Front is still testing out the majority of these basic AI features in beta, which could potentially impact response time and CSAT.
Always on, autonomous AI Agents
Why Freshdesk wins
With Freddy AI Agent, businesses can be future-ready, reduce support costs, and free up agents’ time to work on customer escalations. Freddy AI Agent can be deployed with zero tech effort, engage in human-like conversations in 25+ languages, and delight customers with always-on support across all channels.
Why Front might not be the right choice for you
Businesses using Front will miss out on AI Agent. Front’s AI Answers is an enhanced version of the chatbot, requires additional set up and runs on pre-defined rules. This limits personalized support offered by AI, meaning agents may need to step in often to address simple queries.
Intelligent automation, productive agents
Why Freshdesk wins
Freshdesk customers have seen upto *2.5x decrease in first assignment time through intelligent automation like skill-based and round-robin ticket routing, auto-triggers for time-based events, and leveraging the pre-built automation templates for the most common support use cases.
Why Front might not be the right choice for you
Front’s automation seems primitive and does not provide enough ready-to-use templates. The ticket routing works only based on agent-load, restricting larger support teams from assigning tickets optimally. For other essential workflow rules like automating responses outside business hours or detecting spam tickets, users are forced to spend hours building macros.
Proactive support to increase customer retention
Why Freshdesk wins
Support teams that opt for Freshdesk can provide proactive support at scale by sending automated bulk messages on email, WhatsApp, and SMS using the natively available campaigns module.
Why Front might not be the right choice for you
Unlike Freshdesk, Front doesn’t have the functionality to allow agents to send bulk customer outreach. For updates like bug fixes, outages, or payment reminders, agents may often have to notify each customer individually, costing them valuable hours.
Flexible, transparent pricing tailored for every business size
Why Freshdesk wins
Freshdesk’s pricing is straightforward and affordable for all support teams, big and small. There are no surprises or hidden overages. Freddy AI Agent’s session-based pricing helps ensure cost predictability and higher returns as resolutions increase.
Why Front might not be the right choice for you
At just $19/month, Front’s Starter plan may appear affordable, but it has very limited capabilities. As businesses grow, access to advanced features turns 43% more expensive than Freshdesk. AI Answers, at $0.7/automated resolution, could prove to be costly, especially as AI starts resolving more queries.
Freshdesk vs Front: Feature Comparison for 2024
Criteria
| Freshdesk
| Front
|
|---|---|---|
Unified conversations inbox | ||
Ticketing | Advanced (parent-child ticketing, linked tickets)
| Basic
|
Autonomous AI Agent | ||
AI Agent knowledge source
| KBs, FAQs, URLs, and files | URLs only
|
AI Agent languages supported | 25+ languages | English and French only |
AI Copilot
| Advanced (Sentiment scores, auto-triage, QA)
| Basic (Key features still in beta)
|
Chatbots
| 60+ ready-to-use templates | Manual configuration |
AI Insights
| ||
Automation rules | Intelligent automation (pre-built templates for common support use cases) | Basic (complex workflows to be built via macros)
|
Self-service portal
| ||
Proactive support
| In-built campaigns module (Email, WhatsApp, and SMS)
| |
Analytics | Comprehensive analytics including AI performance (25+ out-of-the-box reports)
| Basic ticketing analytics (10+ out-of-the-box reports)
|
Updated as of October 2024
Trusted by industry leaders
Customer testimonials
“For us, the biggest benefits, thus far, with Freshworks have been the ability to organize our tickets and have the documentation to be able to keep track of everything. The reporting features of the agents that are producing and what topics are trending has also been incredibly helpful.”
“Freshdesk has helped us install more efficient workflows and processes while still maintaining HIPAA compliance. It has been a game-changer for agents and members.”
“It’s so simple and easy to use. It’s easy to follow up on issues or on tickets with Freshdesk.”
"Freddy AI Copilot has significantly enhanced our organization's operational efficiency by automating over 70% of routine customer queries. This has led to a 30% reduction in average resolution time, boosting customer satisfaction scores by 25%. Furthermore, with Freddy's predictive insights, we've improved our first contact resolution by 40%, allowing us to manage 20% more customer interactions without increasing headcount."
FAQs
Which is better: Front or Freshdesk?
Freshdesk is better for growing businesses. While Front suits SMBs and startups that need a basic support tool, Freshdesk’s AI-powered customer support solution offers advanced ticketing, intelligent automation, a user-friendly interface, and flexible pricing—perfect for growing teams and customer demands.
What is Freshdesk Omni?
Freshdesk is an all-in-one omnichannel customer service solution that brings together AI-powered chatbots, conversations, and ticketing.
Does Freshdesk offer a free trial?
Yes, Freshdesk offers a 14-day free trial with access to features in the Enterprise plans.
Is Freshdesk suitable for businesses of all sizes?
Absolutely. Freshdesk is designed to scale, making it suitable for small businesses to large enterprises. Its advanced features and flexible pricing cater to the unique needs of any organization.
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