Freshdesk Omni

My main use case for Freshdesk Omni  is utilizing 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 our user queries in under a minute. Integrating AI into our process has improved overall service quality and user satisfaction.

A specific example of how I use Freshdesk Omni 's AI capabilities in my daily workflow is when I consider a use case where I am answering questions manually, and the same can also be done with the help of an AI tool. Freshdesk Omni does it with the AI tool, hence saving cost and able to serve a lot of customers simultaneously.

The best features Freshdesk Omni offers include self-service, agent-led conversational support plus advanced ticket management for issues that require collaboration across teams. Additionally, it provides automation with communication tools, integration with third-party services, and customization of fields and SLAs.

Out of all those features, the one that has had the biggest impact for my team is the advanced features of automating responses and canned answers where appropriate. The AI functionality is strong and saves time through a self-service portal. It is able to answer all the queries that our customers have.

Self-service when we are closed is great. The AI takes over and provides quick responses for simple questions.

Freshdesk Omni has positively impacted my organization by automating processes, resulting in significant cost savings. There have also been cost savings through AI where they answer the questions. It has also enhanced efficiency, making the overall experience smooth and effective for both the requester and the administration team. Additionally, it elevates our support team, customer service, and boosts our productivity by allowing the support team to focus on other strategic tasks. We have also been able to save a lot of time through the automation of AI and bots. As customer support, we do not have to respond to our customers directly unless the question is very advanced or they require human intervention.

I can share that it has elevated our customer support by 65 percent when it comes to time saved and cost savings.

Regarding improvements, one way Freshdesk Omni can be improved is that the reporting generation automation does not work well.

I have been using Freshdesk Omni for 5 years.

I did purchase Freshdesk Omni through the AWS Marketplace .

My advice for others looking into using Freshdesk Omni is to focus on performance and internal communications.

Before we wrap up, I would like to share that I love how with Freshdesk Omni, we have been able to resolve customer concerns faster while boosting our agent productivity and improving our internal communication in my organization.

I would rate this product as an 8 out of 10.

Public Cloud

Amazon Web Services  (AWS )

What do you like best about the product?

An omnichannel platform and an easy-to-use SaaS product that’s beginner-friendly, with a responsive support team always on hand. Easy to explore and test workflows without any hassle.

What do you dislike about the product?

Occasionally, integration issues with the third-party tool integrated with Freshworks can impact and delay the support team's resolution process.

What problems is the product solving and how is that benefiting you?

A single unified tool that eliminates the need to hop between multiple tools and tabs saves time with a self-service live dashboard for tracking metrics and measuring performance.

What do you like best about the product?

easy-to-use, fast interface, can be used for a small company.

What do you dislike about the product?

UI needs improvement, according to the modern time.
Also, need more work on AI

What problems is the product solving and how is that benefiting you?

Nice tool for a small company to communicate with the clients

What do you like best about the product?

Freshdesk has been a great fit for our small team. The trial version gave us plenty of time to explore the features, try out different integrations, and get a clear sense of how everything would work for us.

What do you dislike about the product?

I didn’t have any issues with Freshdesk as a product. What I found most frustrating was the transition from the trial period to a paid subscription. I had trouble reaching my sales contact, even after several follow-ups. When I eventually connected with another salesperson, I still struggled to get my questions answered in a timely way. Overall, this part of our engagement with Freshdesk was the most difficult and frustrating.

What problems is the product solving and how is that benefiting you?

Freshdesk helps me manage my department's workload, creates continuity of service, and a single point of entry for our incidents, requests, and questions.

What do you like best about the product?

Good blend of features and relative simplicity

What do you dislike about the product?

We are a long-time user of Freshdesk (~10 years) and Freshchat (~6 years). A little over a year ago, they promised that if we upgraded our 10 seats to Enterprise, we'd have a permanent 29% discount. One year later they revoked that and started to charge full list price. They have missed multiple commitments to get back to us with a resolution. When they finally returned with a proposal, it was to switch to annual billing and get its "12 months for the price of 10" pricing, plus 10%. In short, they seem to be focused on hitting internal sales metrics instead of living up to their commitments.

Other issues:
- the knowledgebase does not allow a single copy of an article that can be linked to from other categories -- you have to create multiple copies of the same content.
- you can't have short and long versions of the same article accessible from Freshchat and Freshdesk
- there has been separation of Freshdesk and Freshchat, but they seem to be fixing that.
- poor anti-spam tools

What problems is the product solving and how is that benefiting you?

It is the only support tool we have used for 10 years, since we left Salesforce's Desk product, although that may change.