My main use case for Freshdesk Omni is the management of patients' queries, as it helps to manage queries from multiple channels like web chat, emails, or various messaging systems such as Instagram and Facebook. Any query received in these channels is converted into tickets, which can be easily tracked and addressed by our staff.
Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Freshdesk’s Feature-Rich Toolkit That Can Do Almost Anything
What do you like best about the product?
Freshdesk comes with a lot of tools, bells, and whistles, and it feels like you can do almost anything with it.
What do you dislike about the product?
Something I do in one part of Freshdesk doesn’t always show up in another part of Freshdesk, which can make administrative changes difficult at times.
What problems is the product solving and how is that benefiting you?
Creating workflows, tickets, chats, automations is much smoother and easier with Freshdesk
Centralized patient queries have improved response times and increased clinic revenue
What is our primary use case?
What is most valuable?
Freshdesk Omni helps in the management of multiple communication channels like email, web chat, or other messaging platforms. The queries we receive in these platforms are converted into a ticket, allowing everything to be seen in one place, so the staff can easily track and address the patient's queries. Additionally, it assists with automation; if there's a repetitive query, it is addressed by Freddy AI, which is really helpful, and it also automates workflow, reducing the need for manual interference with these repetitive tasks.
The centralized ticketing system in Freshdesk Omni helps track whether patient queries are effectively addressed and allows us to note the patient's response, indicating whether they are happy or not. Additionally, Freddy AI automates repetitive tasks, reducing manual interference and administrative workflow, so the staff can focus on more high-priority work.
One more valuable feature is that we can receive communication via omni channels like emails, web chat, or different messaging systems, and we can track all of these in one place, improving the patient experience by addressing complaints quickly and efficiently. Freddy AI also helps draft professional-looking replies, which significantly increases our staff's efficiency.
What needs improvement?
One area for improvement with Freshdesk Omni is the initial setup, which is quite complex for new users due to the wide range of features available. Improving onboarding tutorials would help users become more familiar with the platform.
For urgent queries from patients, integrating an SMS alert system for our dental staff would be highly helpful.
The ticket management system, management of different omni-channel communications, automation of workflow, and Freddy AI are really good, but there are some improvements needed during the onboarding process.
The onboarding process for new users should be made simpler, and integrating an SMS alert system for managing urgent patient queries would be beneficial.
For how long have I used the solution?
I have been using Freshdesk Omni for the last six to eight months.
What do I think about the stability of the solution?
Freshdesk Omni is quite stable and reliable, helping us address multiple queries from patients at once without issues.
What do I think about the scalability of the solution?
Freshdesk Omni is scalable and suitable for both small and large organizations, making it adaptable as our dental clinic grows.
How are customer service and support?
Customer support for Freshdesk Omni was good. They helped significantly during the initial setup and addressed the issues we faced during onboarding.
Which solution did I use previously and why did I switch?
I did not use any other solution previously.
How was the initial setup?
The setup requires some technical help from the support team, and licensing is also based on the number of agents using the platform, which is quite simple.
What was our ROI?
Freshdesk Omni helps save time because the time we used to spend talking to patients on the phone or replying to their SMS is now saved as these tasks are handled by Freshdesk Omni itself. This allows us to focus more on patient treatment, which increases the number of patients we serve and enhances our clinic's revenue, ultimately improving our profit margins.
What's my experience with pricing, setup cost, and licensing?
Freshdesk Omni pricing is subscription-based and depends on how many agents are accessing the platform.
Which other solutions did I evaluate?
I evaluated Zendesk before choosing Freshdesk Omni.
What other advice do I have?
Any organization considering Freshdesk Omni should go for it because it saves a lot of time and increases staff efficiency, bringing more revenue and profit to the organization. I gave this product a rating of eight out of ten.
Efficient Ticket Management, But Requires Tweaking
What do you like best about the product?
I like how Freshdesk keeps all customer conversations organized and easy to track. Its automation features save time and make support work more efficient. The automation in Freshdesk automatically assigns tickets and sends replies, so I don’t have to do everything manually. It saves time, reduces errors, and helps me respond to customers faster.
What do you dislike about the product?
Sometimes Freshdesk can feel a bit complex to set up, especially the automation rules. Also, the interface can be slightly slow or cluttered when handling many tickets at once.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to manage customer queries and support tickets in one place. It organizes messages, avoids missing requests, and speeds up responses. The automation features save time, reduce errors, and improve efficiency.
A simple, straightforward Customer Service Platform
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.
Clean Interface and Reliable Features You Can Count On
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.
Freshdesk Streamlines User Queries and Integrates Easily
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.
Streamlined Our ITSM and Customer Support
What do you like best about the product?
I use Freshdesk as our primary ITSM and customer support platform because it helps us efficiently manage and track support tickets raised by email, portal, etc. I really like the features like SLA management, ticket routing, and multi-channel support that help streamline daily operations. These features support us by setting clear response and resolution timelines based on ticket priority, ensuring that critical issues are addressed on time and that the ticket is assigned to the right person. The initial setup was quite easy and straightforward, and the interface was easy to integrate with our system. Overall, the product is good, and there are no improvements needed right now.
What do you dislike about the product?
communication can be improve
What problems is the product solving and how is that benefiting you?
I use Freshdesk to efficiently manage and track support tickets. It helps us avoid duplicate tickets, improve issue visibility, and ensures no request is missed. Features like SLA management and ticket routing streamline operations, ensuring critical issues are timely addressed and assigned to the right person.
Powerful Ticketing, Automation, and Reporting That Streamline Support
What do you like best about the product?
The Ticketing system, automation rules and reporting features are very useful. It helps streamline support operations and ensures that no customer query is missed.
What do you dislike about the product?
The search feature can feel a bit limited at times, especially when I’m trying to quickly find older tickets or locate a specific ticket.
What problems is the product solving and how is that benefiting you?
It helps in handling multiple customer queries efficiently without missing anything. i use Freshdesk daily to track tickets, respond to users and monitor resolutions status which makes support more structured and reliable.
Strong Functionality That Helps Us Support Customers
What do you like best about the product?
The functionality is strong, and it gives us a great way to help our customers.
What do you dislike about the product?
Choosing the option that’s best suited to your specific needs can take a lot of legwork.
What problems is the product solving and how is that benefiting you?
AI integration helps our techs and customers. They’re leading in that area for CRMs.
Simple, Clean Interface with a Great Case Overview
What do you like best about the product?
Very simple and clean, with a good overview of cases.
What do you dislike about the product?
It could be even better to have an overview of customers. It would also be nice if customers could filter by product type (a field we’ve added to the cases).
What problems is the product solving and how is that benefiting you?
Creating cases in Slack, staying in contact with customers, and getting insight into our products and the market.
showing 1 - 10