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    Freshdesk Omni

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    Deliver exceptional customer service with Freshworks Freshdesk Omni: an AI-first, omnichannel solution that combines conversational support and ticketing capabilities, ensuring unparalleled experiences.

    Overview

    Step into the future of customer service with Freshworks Freshdesk Omni, an AI-first, all-in-one solution. The Freshdesk Omni provides a seamless experience across channels, from automated self-service to agent-led conversational support, plus advanced ticketing management for issues that require collaboration across teams. Freshdesk Omni builds on our proven track record of offering world-class, omnichannel support products that thousands of businesses use and love.

    Freshworks CS Suite brings the power of generative AI to the forefront with Freddy AI, our native AI engine. Freddy provides unprecedented levels of self-service for customers, assists agents and admins at every step of the way, and provides actionable insights for leaders. With the generative AI capabilities of Freddy AI, businesses can take deflection rates, agent and admin productivity, as well as data-backed decision making to the next level.

    Highlights

    • Automate self-service across channels with AI-powered resolutions that are instant and personalized
    • Supercharge agent productivity with intelligent assistance and powerful ticketing capabilities
    • Make smart decisions faster with proactive insights and recommendations, surfaced by AI

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    Features and programs

    Vendor Insights

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    Financing for AWS Marketplace purchases

    AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
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    Pricing

    Free trial

    Try this product free according to the free trial terms set by the vendor.

    Freshdesk Omni

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    Pricing is based on contract duration. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.

    1-month contract (3)

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    Dimension
    Description
    Cost/month
    Growth Omnichannel
    Unified solution with boths & automations for growing businesses
    $35.00
    Pro Omnichannel
    Full channel coverage with custom reporting for high performance
    $83.00
    Enterprise Omnichannel
    Full channel coverage with AI & bots for enterprise-level support
    $131.00

    Vendor refund policy

    Unless otherwise specified in these Terms or a Form or a Service Plan, all Subscription Charges are nonrefundable. No refunds shall be issued for partial use or non-use of the Service(s) by You provided however You shall be eligible for a pro-rated refund of the Subscription Charges for the remainder of the Subscription Term if You terminate Your Account as a result of a material breach of these Terms by Us.

    Custom pricing options

    Find a fit for enterprise or unique needs with a private offer.

    Legal

    Vendor terms and conditions

    Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .

    Content disclaimer

    Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.

    Usage information

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    Delivery details

    Software as a Service (SaaS)

    SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.

    Support

    Vendor support

    We offer free support for all our customers. We provide a 247 email support and 245 Chat/Phone support

    AWS infrastructure support

    AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.

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    Customer reviews

    Ratings and reviews

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    3240 external reviews
    External reviews are sourced from G2  and are not included in the star rating for this product.
    Gaurav Y.

    Freshdesk is very helpful and problem solving

    Reviewed on Nov 18, 2024
    Review provided by G2
    What do you like best about the product?
    Freshdesk is very smooth to work with for day to day reveiw of our customer supports tickets and the freature is very easy to access
    What do you dislike about the product?
    There is not a single gap in fresh desk its all perfect
    What problems is the product solving and how is that benefiting you?
    It's very convinent to work on fresh desk for the reveiw of customer support tickets of our organisation as an risk officer
    Information Technology and Services

    Freshdesk is very optimal and easy to integrate with our business processes.

    Reviewed on Nov 18, 2024
    Review provided by G2
    What do you like best about the product?
    Best part of it can create automation to ease the load of manual processing
    What do you dislike about the product?
    Dynamic data sets cannot be automated for auto-population. Example, Agents name in dropdown etc.
    What problems is the product solving and how is that benefiting you?
    Manual processing
    Leisure, Travel & Tourism

    Omni channel solution

    Reviewed on Nov 16, 2024
    Review provided by G2
    What do you like best about the product?
    Automation and support from Freshwork team is excellent
    What do you dislike about the product?
    As of now, there is nothing which we dislike but SLs are limited to few existing fields which limited us to create the automation in specific fields only.
    What problems is the product solving and how is that benefiting you?
    Tracking all the complaints and getting them resolved on timely manner which improves the customer experience
    Adil K.

    Ease to use

    Reviewed on Nov 15, 2024
    Review provided by G2
    What do you like best about the product?
    The ticketing system, is the best in the market, when it consider to followup resolve the tickets, for both internal team as well as for the customer, reporting part is the best.
    What do you dislike about the product?
    Sometime payment links not works, while the subscription is expirered we have to wait untill the payment is done
    What problems is the product solving and how is that benefiting you?
    We are analysing the customer complaints, resolving the query and provide customer support
    Information Technology and Services

    Works well for collaboration

    Reviewed on Nov 15, 2024
    Review provided by G2
    What do you like best about the product?
    Being able to collaborate on tickets nad being presented with a to-do list of tasks
    What do you dislike about the product?
    Keyboard shortcuts can bug out on occasion, New agent permissions default to global access
    What problems is the product solving and how is that benefiting you?
    Our IT team works out of it, using it as a central point of communication for all end users. This allows the IT team to track all issues and ensure enverything is resolved. It also allows archiving of previous resolutions for future reference
    View all reviews