Freshdesk Omni

In our organization, we utilize Freshdesk Omni  as a comprehensive customer support solution, serving as a centralized platform for managing customer interactions across multiple channels, which include email, phone, chat, and social media. It addresses disparate support channels and manual ticket routing.

We utilize Freshdesk Omni  to handle customer complaints and keep a record of them in terms of ticketing tool, which has helped us manage workload across multiple support channels from a single window. It also allows us to combine tickets, chats, and call routing by defining a limit for each agent in our team individually.

Freshdesk Omni offers best features such as disparate support channels, manual ticket routing, lack of customer context, managing multiple channels, handling ticket assignment from multiple channels, and combining tickets, chats, and call logs all in one platform.

Combining tickets, chats, and call routing enables us to manage workload across multiple support channels from a single window while saving a lot of time.

Freshdesk Omni has positively impacted our organization by helping us reduce operational costs, such as through automating tasks, and we have been able to reduce our operational cost from 30 to 55%. It has reduced manual work and enhanced collaboration. At the beginning, employees faced challenges adapting to the system, but eventually, they learned how to use it. It is very easy to use, train, and is very adaptable.

According to my experience, there is not much to dislike or state that Freshdesk Omni needs improvement, but I would highlight that the initial setup with Microsoft 365, specifically email filtering, was time-consuming to configure. Additionally, setting up Freshdesk Omni with Dialpad and Amazon Connect  requires multiple configurations, API integrations, and permissions that may be difficult for non-technical users.

I have noticed regular ticket updates or lag in call pop-ups, especially during high call volumes, which could be improved.

I have not really noticed any significant areas where Freshdesk Omni could be improved; the customization of fields and SLAs is great.

I have been using Freshdesk Omni for six years.

Freshdesk Omni is very stable.

Freshdesk Omni's scalability is very effective; it grows with my organization's needs.

The customer support provided by Freshdesk Omni is very proactive and supportive.

Positive

I previously used Zoho Desk , and we switched from Zoho Desk  to Freshdesk Omni because the features and functionality were similar to Zendesk , but the initial cost was lower, and they were very helpful with the initial configuration and deployments.

According to my experience, there is not much to dislike or state that Freshdesk Omni needs improvement, but I would highlight that the initial setup with Microsoft 365, specifically email filtering, was time-consuming to configure. Additionally, setting up Freshdesk Omni with Dialpad and Amazon Connect  requires multiple configurations, API integrations, and permissions that may be difficult for non-technical users.

Before choosing Freshdesk Omni, I evaluated other options, specifically the Zendesk  Suite.

I would rate Freshdesk Omni an eight out of ten.

I choose this rating because it is very easy to use, cost-effective, and for any typical technical support help desk use case, Freshdesk Omni has been great. It has advanced features for automating responses and canned answers where appropriate. I appreciate the AI functionality, which seems good, but we are not leveraging it at this point, given the volume of tickets.

Freshdesk Omni is one of the best solutions, very cost-effective and affordable.

We save time by having a single source system to interact with our customers and easily track issue history. Customers appreciate the value of viewing their tickets in the customer portal, and they often provide feedback on closed tickets to track satisfaction scores.

Freshdesk Omni has all the functionality you will need whether you are a small business or an enterprise. It is perfectly suitable for any size of organization.

My advice to others looking into using Freshdesk Omni is that it has been great and has advanced features for automating responses and canned answers where appropriate, which saves a lot of time. Therefore, I highly recommend it as a tool.

Public Cloud

Amazon Web Services  (AWS )

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.