Freshdesk Omni

What do you like best about the product?

The main thing that I love about Freshdesk is the ticket management system since it allows for easier organization, prioritization, and resolution of customer support issues. This ticket management system is supported by various automation tools, reporting options, and collaborative options.

What do you dislike about the product?

nothing to add this time from my side everything seem fine

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

Freshdesk addresses the problem of handling customer support queries from different communication channels with its all-in-one software platform. It integrates ticketing, communication, and support processes into one system that increases the efficiency of the processes involved and leads to improved customer support experiences.

Freshdesk Omni  serves as our centralized command center for handling all customer queries as a customer service solution. We send customer emails, chat with customers, call customers, and engage with them on WhatsApp and different social media applications through Freshdesk Omni . It functions as an all-in-one AI-centered customer service solution for us.

Our team interacts with our customers on various channels where they raise their queries or complaints, and everything is handled via the centralized Freshdesk Omni platform. Our team daily logs into Freshdesk Omni to check how many tickets or queries have been assigned to them, and based on the required SLAs, they respond to all customer queries through the centralized platform. Freshdesk Omni also provides us with insights on who the customer is, what they have done so far, how much they use our platform, what their best-used feature is, how much we can upsell to them, and all the other data that Freshdesk Omni provides, which is very useful for our business.

We handle emails, chats, and phone calls from a single place, which is very much helpful for us.

One great thing about Freshdesk Omni is that we do not need an administrator to maintain it. The best feature I would say is the screen sharing ability through the chat feature. Whenever we chat with a customer, we can easily take control of their screen so that we can resolve queries immediately, thereby reducing our overall SLAs. The ticketing automation is also something that is very unique and very good, as whenever a ticket comes in, it automatically gets assigned to one of the available agents based on the region and based on their subject matter expertise. We can set rules inside Freshdesk Omni for tickets to get assigned automatically.

The screen sharing during chat definitely helps resolve issues faster for our team. Whenever we engage with a customer via chat, we just take control of their screen, send a screen sharing request to them, and once they accept the request, we can share our screen or take control of their screen and directly access their local system to get the issue resolved. This approach saves a lot of time for us compared to guiding them, and the customer is also very happy with our quick resolution.

Freshdesk Omni has a knowledge base feature built in, so whenever our team members or agents face any doubts or queries, they can just chat with the knowledge base, type their question there, and find necessary documents to get themselves acquainted with the subject so they can help the customer.

Our overall conversation resolution time has come down by about eighty percent with the help of Freshdesk Omni. The resolution which used to take about two hours now takes less than three minutes for us to get everything resolved. We have achieved an eighty percent reduction in our overall resolution time and also a sixty percent improvement in our overall response rate.

Earlier, whenever we wanted to provide a resolution, we had to contact the customer in their particular channel, collate all the documents together, help them navigate, or write a detailed email. All that has been eliminated with the help of Freshdesk Omni. Through Freshdesk Omni, using a centralized solution, we can manage and directly engage with the customer. Built-in knowledge base documents are available which we can share easily, and with the screen sharing ability, we can take control of their screen and get the issue sorted at the earliest. This has helped us reduce our overall resolution time from two hours to less than three minutes.

The reports and analytics are very detailed and easily customizable. We can easily schedule these reports to our particular email IDs whenever we need them.

One area of improvement is with the integrations with other necessary platforms like Outlook email or Google cloud space, as that integration is not very smooth right now. If that were improved, it would be very beneficial, but apart from that, everything else is great about this platform.

I have been using Freshdesk Omni for two years.

For any business that handles customers or wants to prioritize customers, Freshdesk Omni is the perfect solution. We can easily manage conversations and tickets everything from a single inbox, which saves a lot of clutter, saves a lot of time, and allows businesses to focus on what is important: their customers. I would definitely urge businesses to start using software like Freshdesk Omni.

Freshdesk Omni is one of the smoothest customer service solutions that I have used. It is highly versatile and easily customizable, making it one of the great platforms. I would rate it very highly and give this review a rating of ten out of ten.

Private Cloud

Amazon Web Services (AWS)

What do you like best about the product?

Freshdesk is easy to use and helps manage customer queries efficiently. I like how it keeps all tickets organized in one place, making it simple to track issues, collaborate with teams, and provide timely support to customers.

What do you dislike about the product?

"Sometimes Freshdesk can be a bit slow when loading tickets, and finding specific information across multiple tickets can take extra time. Some features also require several clicks to access, which could be streamlined for a smoother experience."

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

"Freshdesk helps us manage and track customer queries efficiently in one place. It makes it easier to assign tickets, monitor progress, maintain communication history, and ensure timely resolutions. This improves productivity, helps provide better customer support, and reduces the chances of missing customer requests."

What do you like best about the product?

Easy to set up and with good pricing. The approval workflow process is straightforward. I used it to create an IT ticketing system, and that experience was great. It’s a very good platform where you can build flows to make your organisation’s workflows more manageable.

What do you dislike about the product?

I didn’t find anything particularly strong or serious to say that I dislike. So, from my side, I wouldn’t say I dislike this software.

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

As I already mentioned, Freshdesk has improved my working capability in a measurable way. I created a ticketing and workflow system to take approvals and receive work requests from users through tickets, and that has been very beneficial for me.