Freshdesk Omni vs. Microsoft Dynamics 365 Customer Service

For a typical technical support help desk use case Freshdesk Omni is great! It has the advanced features of automating responses and canned answers where appropriate. The AI functionality seems good but not something we are leveraging at this point given the volume of tickets.

Incentivized

With the constant changes included in the product, we can now use it for all the customer service scenarios / channels, for e.g. earlier for voice, we had to buy 3rd party CTI based tools, but now Voice Channel being available as the part of the product, that solves that thing. Also we see constantly new AI-driven features added to the product that could save lot of time of the agents while working on the cases like case summary, automate email generation, sentiment analysis etc.

• For any service request , FD quickly categorization, prioritization, and resolution of various support requests.
• Its automation features help reduce mannual efforts. Ensuring faster response times and smoother workflows.
• The customizable interface also makes it easy to tailor the system to specific admin needs, enhancing overall efficiency

Incentivized

• Dynamic CS allows you to access a wider customer base and gain artificial intelligence-powered insights into numerous client interaction activities.
• It assists in gaining deep insights into numerous data analyses performed on various customer interaction activities, as well as data visualization and customer satisfaction enhancement.
• This product has been extremely beneficial to my firm since it allows us to communicate with customers via a variety of channels, including e-mail and social media.
• Extensible, and Microsoft responds rapidly to market demand with new features. In terms of service, both Microsoft customer success and technical teams collaborate closely to ensure appropriate delivery.
• A better way to track client interactions is SaaS-based cloud services. This software may also be linked to outlook.

Incentivized

• Setting up Freshdesk Omni with Dialpad and Amazon Connect requires multiple configurations, API integrations, and permissions that may be difficult for non-technical users.
• Adding Manual Call logs
• Some users report delays in ticket updates or lag in call pop-ups, especially during high call volumes.

Incentivized

• It occasionally crashes or slow down, but it usually works great.
• Costly.

Incentivized

Utilizing a unified platform has successfully reduced the resolution time for customer-facing issues. This streamlined approach enhances efficiency and generates valuable insights that can be leveraged to improve our services and better understand customer needs, ultimately leading to a more satisfying experience for our clients.

Microsoft Dynamics 365 Customer Service is generally very user-friendly, especially for those familiar with Microsoft products. The strength of Microsoft Dynamics 365 Customer Service is its integration with Outlook and Microsoft Office products like Word, Excel etc. and it user interface being similar to those products. This makes it easy for user to adopt to any new app.

1) Price is also a point to decide, other Service Providers were providing similar features but the prices were slightly on a higher side. 2) Coming to feature comparison, JIRA offers whole lot of other features but currently we did not require them and Zoho had few less features comparing to Freshworks

Incentivized

Incentivized

• Agents handle more calls per hour due to streamlined workflows, reducing time spent switching between tools.
• Businesses see a 20-30% reduction in average call handling time (AHT), leading to more inquiries resolved in less time.
• Access to full customer history within a single interface allows agents to resolve issues faster.

Incentivized

• It has help us serve our customers better and get Support Contracts from them after we have designed / developed and deployed Microsoft Dynamics 365 Customer Service based solutions for them
• Ease of Routing it to appropriate customer support agent
• Because of multiple channel support we now give our customers option to raise a ticket or connect with their preferred communication medium, be it email, SMS, Chat etc.