Freshdesk Omni

My main use case for Freshdesk Omni  includes three ways. First, I use it to provide customer support through a ticket system whereby clients can create tickets, and then we can respond to them.

Secondly, I also use it as a knowledge base system whereby I can create what we call support articles that can guide clients on the website on how to use our product. Thirdly, I also use Freshdesk Omni  as our tool to manage assets internally and to manage tickets internally from our employees of different levels.

For managing assets internally with Freshdesk Omni, we integrate assets from different locations and workstations into the solution. When such an asset, for example, an internet cable, laptops, or printers, gets an issue, we are very sure that the team is going to open a ticket regarding those tools from Freshdesk Omni, and then the technical team is going to follow up and fix the issue.

The best features Freshdesk Omni offers are first the integration of assets. For example, you can easily bring in your devices such as laptops, Android phones, and printers using a patch of integration, one command that can bring all assets in one place. You get a clear view of how the tool looks; for example, the user interface looks good, and you know exactly how many tools are installed, how many tools have issues, and how many tools are okay. I also appreciate the reports; you can easily generate reports of tickets, and then you will know exactly the KPIs of which agent is performing well and which one is not performing well.

Secondly, the way customers can rate our tickets when we close them is a great feature; we ask for feedback and then they share, and those are excellent to me.

Freshdesk Omni has improved how we communicate with customers, as they can easily send an email that gets created into a ticket, and then we follow up. Customer engagement has increased by 15%, and it has helped us to save costs. For example, we manage all assets we have, such as laptops, desktops, printers, and internet cables, from one single dashboard, and we track the issues affecting them from one dashboard. Hence, we do not need more engineers, and we just have a few employees operating within Freshdesk Omni, so we save on both costs and time.

We measured the 15% increase in customer engagement by taking the difference before using Freshdesk Omni and when we began using it, allowing us to get the average and know exactly the time that we have increased by 15%. Regarding cost saving, we have saved a lot of costs because we do not need more engineers to work on certain features of our tools; we only need a few, and we have been able to save 30%.

What could be improved in Freshdesk Omni is the AI; sometimes it is not very accurate. For example, in generating content to provide auto-responses to clients, it fails to create personalization. The AI lacks clarity and emphasis that fosters a good relationship with our clients, making it difficult for them to understand why this is the AI's response. I believe that it should be more personalized with a lot of empathy and sympathy.

Additionally, another area for improvement is the templates; I found that customizing templates is quite difficult because you need to customize them depending on whether the ticket is solved, pending, or resolved. I think there should be a way to customize once rather than having to go back and forth.

Regarding the accuracy and reliability of Freshdesk Omni's AI output, as I mentioned earlier, it is not very accurate, and sometimes it generates content that is out of context.

I have been using Freshdesk Omni for three years.

Freshdesk Omni is stable.

Freshdesk Omni's scalability is excellent; it is highly scalable.

The customer support for Freshdesk Omni is very effective. I would rate the customer support as 10 out of 10.

Integrating Freshdesk Omni with our existing tools and systems was easy. For example, to integrate the knowledge base, we just logged in to Freshdesk Omni, then configured custom email records. We wanted our desk to be at portal.zurichat.app, so we were able to set those records and integrate them into Cloudflare . Embedding the live chat on our website was also easy; we customized the chat code to integrate it into the head section of the website pages where we wanted the widget to appear. As for integrating devices, it provides a good command that can be run in the terminal to add all devices, and it is easy to import more devices for asset management.

We received two weeks of training from the team, but the system was more intuitive.

We have seen a return on investment of 35%.

My experience with pricing, setup cost, and licensing was acceptable; it is very affordable. We received a 20% discount because we were able to book a demo and talk to engineers, so pricing and setup costs were all manageable.

Before choosing Freshdesk Omni, we evaluated Atlassian, but it was a huge tool and more complex to set up, which is why we chose Freshdesk Omni.

Handling updates or upgrades to Freshdesk Omni is a smooth process, as we use it on a cloud; all updates are done automatically.

Freshdesk Omni handles multichannel support effectively; you can easily integrate any channel you want to use, including emails, chat, and social media.

Managing user roles and permissions within Freshdesk Omni is flexible; it allows me to assign roles to determine what features a certain role can access, so it is more flexible and easier.

My advice to others looking into using Freshdesk Omni is that it is cost-friendly, easy to set up, easy to understand, and adaptable with many features; you can manage your assets within the tool, so I would recommend it.

I found this interview to have too many questions; I think you need to make it shorter, more precise, and concise. I would rate this product a 9 out of 10 overall.

I use Freshdesk Omni  for ticketing and customer support to respond to tickets that customers send and to customize support portals where they can track their tickets.

The workflow functions as follows: when customers have issues to report about our services and products, they go to their support portal and open a ticket to speak with an agent. The agent then logs into Freshdesk Omni  and responds to the ticket, setting ticket priorities such as high, low, or medium, and status such as in progress, completed, open, or closed.

Freshdesk Omni is also used internally to track issues, for example, what is breaking in the company and what needs improvement through tickets that are created internally.

The best features Freshdesk Omni offers are ticket templates, which are very easy to customize responses to clients. Using ticket templates allows me to customize responses that are more effective.

Another valuable feature is the use of AI to generate responses. AI can generate good responses based on what the customer has contacted us about, which saves considerable time.

I also appreciate that the user interface is very clear. I can find tickets more easily, including the ones pending, the ones with responses, the ones solved, and the ones closed.

The CSAT survey that we receive from clients when they respond to a solved ticket is extremely valuable. The survey shows how the agent performed and helps us to improve our service delivery.

Freshdesk Omni has positively impacted my organization by helping us stay organized and streamlined with tickets in one place in one portal. Agents can see what customers are really facing with our product and tools, which has given us a better way to ensure we are moving in the direction of our clients and solving their problems. This has resulted in a stable relationship between the product we make and the clients we serve.

The specific outcomes and improvements I have seen are happier customers who expect to receive responses from us as soon as they send a ticket.

I would appreciate the addition of automation features, as they would be easy to implement. For example, auto-responses, auto-solutioning through AI, and auto-recommendations to support articles depending on what the person has reported would be beneficial.

I think the mobile application needs improvement. The mobile application could be enhanced so that responses can be made through the mobile application in case someone cannot access the web app on the browser or laptop.

In terms of cost, Freshdesk Omni could minimize pricing because the current cost does not favor smaller businesses using Freshdesk Omni.

I have been using Freshdesk Omni for the fourth year.

Freshdesk Omni is stable.

Freshdesk Omni's scalability is very strong. I would rate it around ten out of ten for scalability.

Customer support is excellent. They respond to technical questions on time, and you receive a dedicated account manager that you can always reach out to when you encounter trouble and need to ensure your problem gets solved as soon as possible.

I would rate the customer support ten out of ten.

I had previously used Zendesk , but I switched because Zendesk  was not giving me exactly what I wanted. For example, the cost was ever increasing, and setting up the tool was lengthy.

My experience with pricing, setup cost, and licensing has been good. The setup cost is very affordable, and the company has good engineers that can take you through the demo so you understand specifically which features you are more interested in, since the tool comes with a variety of features.

Freshdesk Omni was purchased directly through their own website.

I have seen a return on investment with fewer employees needed. I believe you need approximately three to four employees to respond to tickets, and the cost has been saved because of using fewer employees to respond to tickets and using AI to send auto-responses that are solutions to technical questions clients ask. I have seen a great improvement in return on investment of approximately thirty-five percent.

The setup cost is very affordable.

Before choosing Freshdesk Omni, I evaluated other options including Intercom .

My advice to others looking into using Freshdesk Omni is that it comes with more features to use, for example, ticket management and asset management. If you are looking to use a consolidated solution in one portal that can help you respond to customers as well as manage your assets and manage your internal tickets, then Freshdesk Omni is the best choice. I would rate this product an eight out of ten.