Freshdesk Omni

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, chats, and on the call line.

A quick specific example of how I use Freshdesk Omni  in a typical day is that the centralized desk of our organization tracks each contact, so if customers reached out before, I can easily solve the step and close the case quickly.

I use Freshdesk Omni to manage tickets, CSAT surveys, agent productivity, knowledge base, and many more features.

The best features Freshdesk Omni offers are that you can see the CSAT response, whether it's positive, neutral, or negative, manage your knowledge base articles through creating new articles with different categories, and see ticket trends including open and unassigned, overdue, and the due date.

Out of those, the feature I find myself using the most is the CSAT response, which is important to us because we will know where we are wrong and where we are right. We are able to get positive feedback, neutral responses, and even negative ones, so I can learn and see where I am going wrong and will correct myself as an organization.

Freshdesk Omni has impacted my organization positively because we have been able to monitor our clients and our customers, where we are doing it wrongly and where we are doing it right, and where we are supposed to correct and where we are supposed to strengthen and give our best more and more.

Since using Freshdesk Omni, we have seen significant improvement. For example, 50 to 60 percent of our time has been saved since we are able to gather all information from our clients, whether it's negative information, neutral, or positive. We are appreciating it and working to improve and change where we are doing it wrongly.

Freshdesk Omni can be improved by adding automation to fill out ticket properties based on the contact information. Some of the Freshdesk  ticket properties, such as 'resolved' or 'closed,' cannot be removed because they are defaults, and with reporting and analytics, I apparently cannot extract the actual content of my knowledge base.

I have been using Freshdesk Omni for four years and eight months.

5

My advice to others looking into using Freshdesk Omni is that for collaboration and integration of your customer service team, it is highly recommended. It will make email management easier and for a typical technical support help desk use case, Freshdesk Omni is excellent as it has the advanced features of automated responses and canned answers where appropriate. I would rate this product a 9 overall.

Hybrid Cloud

Amazon Web Services  (AWS )

My main use case for Freshdesk Omni  is that our customer service is monitored by an omnichannel system that dispatches every contact to the most suitable agent. Customers can receive prompt answers via email, chat, and call lines.

Freshdesk Omni  helps my team handle those different channels by allowing us to solve the steps and close the case quickly if customers reach out beforehand.

The best features Freshdesk Omni offers include paired distributed workload for agents, easily tracked customer experience, and recording everything.

The paired distributed workload benefits my team by having the centralized desk organization track each contact. If customers reach out beforehand, you can easily solve the steps and close the case quickly.

Freshdesk Omni provides quick responses for simple questions and offers self-service when we are closed.

Freshdesk Omni has positively impacted my organization by allowing fewer agents to handle more work, preventing wasted time by blocking unnecessary repeated actions and saving a significant amount of time. The time saved is substantial, ranging from one to two hours, which represents a huge improvement in our workflow.

Freshdesk Omni could be improved by enhancing the analytics.

I would appreciate a more user-friendly user interface.

The automation rules are easy to set, and the integration can be uploaded without any coding knowledge, so I do not have any concerns at this time.

I have been using Freshdesk Omni for seven years.

I would rate customer service a five out of ten.

I previously used BambooHR  and Slack, and I switched because there were better options available.

I have seen a return on investment by reducing first response tickets, saving time for tickets, and enhancing engagement and collaboration with the team, especially when working on difficult concerns. Good customer service has reduced churn.

My experience with pricing, setup cost, and licensing is that it is very cost-effective and has straightforward settings.

I would rate Freshdesk Omni a nine out of ten overall. I gave it a nine out of ten because I was using Freshdesk  previously, and it was not a great tool. Freshdesk Omni is a great tool and a better option in terms of price to performance standards. Its centralized system provides a more suitable workload for our teams. The collaboration between the teams is very powerful, and that is why I rate it a nine out of ten. I purchased Freshdesk Omni through the AWS Marketplace .

Hybrid Cloud

Amazon Web Services  (AWS )

What do you like best about the product?

I like how easily Freshdesk integrates with FreshChat and Freshcaller. The UI is straightforward and easy to understand, and the Freshworks University courses they provide are an excellent introduction to the product for new users. The platform loads quickly, and the search function works well.

What do you dislike about the product?

Freshdesk doesn’t include a “Play” function like Zendesk does, and that’s something I really miss. As an agent, I found that competitor feature particularly useful in my day-to-day work.

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

Before using this tool, I struggled with managing scattered customer information and tracking related tickets efficiently. Now, it provides me with a simple yet comprehensive overview of each ticket, related tickets, and customer details in one place. Although I was not involved in selecting this tool at my new job, it being the product of choice has helped me streamline my workflow, reduce response times, and improve my ability to resolve issues faster, resulting in increased productivity and better customer service.

What do you like best about the product?

I really appreciate the clean interface and the reliable features.

What do you dislike about the product?

We occasionally run into errors that create confusion when communicating with our clients.

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

Freshdesk helps me track client requests and respond in a timely, efficient manner.

What do you like best about the product?

Freshdesk has allowed my team to keep a track of all the user queries, reply to them easily, simply integrate with any of my ticket management tools, and several other benefits on a daily basis. It is easier to introduce and implement in any corporate customer support setting.

What do you dislike about the product?

The user experience can feel a bit complicated in terms of applying filters, tagging the tickets and finding historical data based on keywords.

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

Freshdesk allows us to simply navigate through all our user raised tickets, emails, bug reports, complaints or any queries in a designated, defined and efficient manner. It allows us to streamline the chaos into meaningful insights and happy customers.