AI-driven omnichannel support has reduced churn and improves response time for customer inquiries
What is our primary use case?
My main use case for Freshdesk Omni is that customer service is monitored by an omnichannel system that dispatches every contact to the most suitable agent, so customers can receive prompt answers via email, chat, and call line. The centralized desk organization tracks each contact, so if customers reach out before, I can easily solve the steps and close the case quicker.
A quick specific example of how my team uses Freshdesk Omni for this process is that we utilized the AI 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 users' inquiries in a short period.
What is most valuable?
The best features Freshdesk Omni offers are quicker response for simple questions, self-service when we are closed, easy to configure, great and user-friendly UI, and easy to adopt.
The self-service feature helps my team and customers by ensuring that even when we are closed, a customer still gets the answers they need due to our integration with AI, which improves overall service quality and user satisfaction.
I find it helpful for basic information when customers are reaching out and needing simple answers.
Freshdesk Omni has positively impacted my organization by allowing less agent involvement while managing more work, preventing wasted time by blocking unnecessary repeated actions, reducing fast response time for tickets, and fostering more engagement and collaboration with the team, especially when working on difficult concerns.
Good customer service has reduced churn by 30% as a specific outcome of using Freshdesk Omni.
What needs improvement?
Freshdesk Omni can be improved in terms of reporting and analytics because I cannot extract the actual contents of my knowledge base.
I would like to note that automations could be enhanced since feeding out ticket properties based on the contact information is somewhat difficult.
I have not found anything else that needs improvement for Freshdesk Omni.
For how long have I used the solution?
I have been using Freshdesk Omni for the past three to four years.
What do I think about the stability of the solution?
Freshdesk Omni is very stable, and I have not experienced any downtime.
What do I think about the scalability of the solution?
Freshdesk Omni's scalability is very highly scalable because it can handle my organization's growth and caters to my organization's growth efficiently.
How are customer service and support?
The customer support has been very proactive and responsive.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I previously used Zoho Desk, and the reason I switched from Zoho Desk to Freshdesk Omni is because the cost and personalized support made them stand out from the crowd.
What was our ROI?
In terms of return on investment, I would say the visibility of data is more than the return on investment. I was able to talk to associates about their real number of tickets, status, and solve all the problems while giving visibility to customers by using customer ticket reviews.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing is that it is a very cost-effective and affordable tool.
Which other solutions did I evaluate?
Before choosing Freshdesk Omni, I evaluated other options such as HubSpot CRM and Bullhorn for Salesforce.
What other advice do I have?
I give Freshdesk Omni a nine out of ten rating.
I give it a nine because it has been very time-saving and cost-effective, as the AI functionality seems good. If integrated with your system, it helps with replying to simple questions to customers and saves a lot of time. Additionally, it is a very cost-effective tool that is easy to use and basically a great tool to have in my customer support department.
My advice to others looking into using Freshdesk Omni is that it is very user-friendly and gives very good information to the management while also having very good dashboard presentations and customization options. Overall, it is a great product with a good product view. The company is also involved in multiple other products, and it is very good to see a startup tool leading the world in the CRM space.
I have additional thoughts about Freshdesk Omni; it is outstanding and amazingly built. It understands all the customers' problems and is built from scratch, making it a wonderful tool.
Which deployment model are you using for this solution?
Hybrid Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Great Tool for support and caser management
What do you like best about the product?
It is a robust platform, fairly easy to use and integrate. Customer support has been responsive, patient and professional.
What do you dislike about the product?
Configuration is sometimes not intuitive.
What problems is the product solving and how is that benefiting you?
Internal management of operations and helpdesk support.
Good CRM but expensive.
What do you like best about the product?
Sleek dashboard. Integration with whtsapp.
What do you dislike about the product?
Expensive. Limited option for customization.
What problems is the product solving and how is that benefiting you?
Lead management. Direct leads from WhatsApp to CRM
Efficient support - overall.
What do you like best about the product?
I like how easy it is to reply to emails in one ticket and to see the history of a user. It's great to be able to see everything in one place! We also love using canned forms and responses - they help us be more consistent, efficient, and accurate. The UI is also very straightforward.
What do you dislike about the product?
I think it’s too easy for users to create multiple tickets about the same theme, so some way to unify or merge them automatically (without a manual process) would be really helpful. Automatic summaries within tickets would be a great addition as well. Finally, we recently had some delivery issues, and the DKIM CNAME record configuration requires technical expertise.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to support our app users by resolving their questions and issues. We receive thousands of tickets per month, and it makes it easy to respond to all their questions. The canned forms and saved responses improve our consistency, efficiency, and accuracy. It has definitely helped us scale our support team and manage all the tickets.
Easy to Use, Feature-Rich Plans with Fast, Close Customer Support
What do you like best about the product?
very easy to use, lots of features available in each plan, very close and fast Customer Support team
What do you dislike about the product?
the Analytics module is very slow, some features could be more customizable
What problems is the product solving and how is that benefiting you?
it centralized our full-suite Customer Care processes (from Support, to Product, to Engineering), so we have all teams using it to collaborate seamlessly. that way, and via its Analytics, we gained visibility into the operation and the results are measurable
All Customer Conversations in One Place with Freshdesk’s Easy Ticketing & Automations
What do you like best about the product?
What I like most about Freshdesk is that it keeps all customer conversations in one place. Earlier it was difficult to track emails and support queries across different channels, but with Freshdesk everything becomes a ticket and it’s much easier to manage. The UI is also quite straightforward, so even new team members can get comfortable using it quickly. Automation rules are another thing I like because they help route tickets automatically and save a lot of manual effort.
What do you dislike about the product?
One thing I feel could be better is the reporting and analytics section. Basic reports are fine, but if you want more detailed insights you sometimes have to spend time configuring things. Also, some useful features are locked behind higher pricing plans, which can be a bit limiting for smaller teams. Apart from that, occasionally finding certain settings or configurations takes a bit of digging.
What problems is the product solving and how is that benefiting you?
freshdesk mainly helps us organize and track customer support requests in a much better way. Earlier, queries used to come through emails and it was difficult to keep track of which issue was handled and which one was still pending. With Freshdesk, every request becomes a ticket, so it’s easier to assign it to the right person and monitor the progress. It also helps in prioritizing urgent issues and responding to customers faster. Overall, it has made the support process more structured and reduced the chancess of missing customer queries.
Effortless Customer Communication Management
What do you like best about the product?
I like Freshdesk for its user-friendly way of organizing all our customer accounts and communications. It's helpful that we can search a building and see all tickets and communication regarding that one account in one place. Freshdesk also solved the problem of various agents accessing information at the same time, something we struggled with when using Gmail. Now, all our internal agents can quickly see communication with customers and among our team. The support from our onboarding rep during the initial setup was also very helpful.
What do you dislike about the product?
It needs spell check and an embedded feature to polish writing like AI does in Gmail.
What problems is the product solving and how is that benefiting you?
Freshdesk helps my team access customer information simultaneously, improving communication and organization. It consolidates our customer communications, making it easy to track everything related to a specific account in one place.
Impressive Value with Powerful AI and Automation
What do you like best about the product?
Great value for the price—the range of options I’m getting, along with the AI, automation, and other capabilities included, is genuinely impressive.
What do you dislike about the product?
Some options don’t feel intuitive enough. The reporting section has a lot of settings, but a few things seem to be missing, or they aren’t easy to find.
What problems is the product solving and how is that benefiting you?
It allows for less direct human contact with users by relying on automation and AI.
Freshdesk: ticket management and intuitive automations that increase efficiency.
What do you like best about the product?
The ease of managing tickets and automations. The tool is very intuitive, which facilitates adoption by the team, and the custom reporting features, dashboards, and automations greatly help in gaining efficiency in service. Support via partners greatly aids communication and simplified implementation through configurations.
What do you dislike about the product?
At times, changes in the pricing model or in functionalities can raise questions and require adjustments from companies that already use the platform.
What problems is the product solving and how is that benefiting you?
Freshdesk resolves the lack of visibility over customer service and the disorganization in the process.
Facilitate Customer Service with Efficiency
What do you like best about the product?
I like the simplicity of Freshdesk and its range of features. It is a complete system with ease of use and a low learning curve, which means all my agents can be more productive with less time for training and adaptation. Additionally, the initial setup was smooth, without issues.
What do you dislike about the product?
Perhaps the way feedback reports are created. The team says it's not very intuitive and the reports could provide insights with less need for input.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to control metrics, centralize support, and share knowledge. It is a complete and easy-to-use system, allowing my agents to be more productive with less training time.
