Freshdesk Omni Reviews & Insights

We have a hard time retaining information about previous issues. It is nice to be able to type in a question and receive an answer so we can assist a customer better.

It's helpful for very basic information when customers are reaching out and needing simple answers. But it's not as helpful when customers are needing more complicated answers. This is possibly because of our area of business, so it's possible it just might be something that isn't really meant for our line of work.

Customer service is monitored by an omnichannel system that dispatches every contact to the most suitable agent so customers can receive prompt answers via email, chat, and call line. The centralized desk organization tracks each contact, so if customers reach out before, you can easily solve the steps and close the case quickly.

A customer sends an email, send a message via live chat, and finally, call the customer service. Each step can be understood as different cases if you do not use omnichannel. Thanks to the omnichannel system you can avoid repeated actions since the problem is belong to the same order.

We utilize artificial intelligence to enhance our response time and efficiency significantly. This advanced technology allows us to swiftly analyze vast amounts of information simultaneously, ensuring that we can respond to user inquiries in under a minute. Integrating AI into our processes improves overall service quality and user satisfaction.

Consider a use case where you are answering questions manually, and the same can also be done with the help of an AI tool.

As a managed service provider we are providing front line support to our customers with their network infrastructure. Customers will open tickets with our help desk to address network outages, performance degradation and other scenarios. We also use Freshdesk Omni for internal employee requests related to software requests or security concerns. We have 2 portals to support both use cases and have customized them accordingly.

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.

In our organization, we utilize Freshdesk Omni as a comprehensive customer support solution. It serves as a centralized platform for managing customer interactions across multiple channels, including email, phone, chat, and social media. Disparate Support Channels & Manual Ticket Routing

User friendly to use and gives very good information to the management and also has very good dashboard presentations, and can customize as well, overall its a great product. And good product view they are also into multiple other products as well, Its very good to see a start up from India is leading the world in CRM space.

We use this to handle customer complaints and keep record of them in terms of ticketing tool. This helped us to manage workload across multiple support channels from a single window. This allows us to Combine tickets, chats, and call routing further, by defining a limit for each agent in your team, individually.

This enables us to manage workload across multiple support channels from a single window.

We are using Freshservice for Administrative support like travel desk arrangement of flight and accommodation requirements of employees, where request received via service request, Concierge support via SR, other admin support for event desk, facility management.The ticketing system streamlines the process, allowing for quicker resolution and better management of requests.It is a user-friendly platform that enhances efficiency making the overall experience smooth and effective for both the requester and the admin team.

Freshdesk Omni made our work more easy and seamless. Our organization values all of our customers and in order to deliver the best customer support services, we need a reliable customer support solution. With Freshdesk Omni, we resolved customer concerns faster. It boosts our agent productivity and improves our internal communications.

Freshdesk Omni is effective in terms of team performance and internal communications

We currently use Freshdesk for Creating tickets for QRC's, received through Calls/Emails and Social Media platforms. Apart from that we also use separate Freshchat for managing traffic coming through WhatsApp.

The benefit is the automation rules, we have the liberty to set Customized Automation basis our needs and also prompt notifications about SLA Violated cases

The lack of NPS is a big negative thing, to be frank, tracking/getting NPS is an utmost important feature for any business, but Freshdesk doesn't have it. Had raised this point several times with the team, the work is still in progress from there end. It would be great if this feature is active and LIVE