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Freshdesk Omni Review
What is Freshdesk Omni?
Freshdesk Omni provides an all-in-one and dynamic customer service solution that aims to transform customer support and improve operational efficiency. Through AI-powered self-service, customers can quickly access answers, reducing wait times and improving issue resolutions. The suite includes a unified agent workspace that functions as a central hub, granting customer service representatives easy access to pertinent information and AI-driven tools for faster issue resolution. Moreover, the suite’s collaborative ticketing capabilities facilitate seamless team interaction, enabling agents to promptly address customer concerns.
A standout feature of this suite is its advanced generative AI, Freddy Insights. Freddy conducts proactive analysis, uncovering opportunities for productivity optimization and preemptively addressing potential issues. Additionally, the suite streamlines administrative tasks, simplifying solution management and setup for quicker implementation.
Because of its versatility, Freshdesk Omni is well-suited for a diverse range of businesses. Ecommerce enterprises seeking online customer support, round-the-clock assistance for SaaS subscribers, complex product support for technology firms, and secure customer interactions for financial services organizations can all benefit from the platform. In essence, the suite revolutionizes customer service, enhances agent efficiency, and enables strategic cost optimization for businesses of all sizes.
Show MoreOverview of Freshdesk Omni Benefits
Here are several ways in which implementing the Freshdesk Omni can bring positive outcomes to your business:
- Enhanced customer satisfaction. The suite enables faster issue resolutions, personalized service, and intuitive self-service options with the help of generative AI technology, leading to happier customers and better experiences.
- Increased agent productivity. With a unified workspace, AI tools, and predictive insights, agents can work more efficiently and effectively, leading to higher productivity levels.
- Cost efficiency. The suite reduces operational costs through lower ticket volumes, fewer escalations, and streamlined administrative processes, resulting in savings.
- Improved collaboration. Advanced ticketing capabilities and collaborative tools foster seamless interaction among teams, enabling quicker problem-solving and better communication.
- Proactive insights. The suite’s generative AI, Freddy Insights, offers proactive analysis that identifies opportunities for optimizing productivity and addressing potential issues before they escalate.
- Unified view of tickets. Users can access and manage all customer tickets in one place, regardless of the channel they originated from, ensuring consistent and efficient ticket handling.
- Automated workflows. Automated workflows simplify and expedite ticket resolution processes, reducing manual effort and enhancing overall efficiency.
- Effective reporting and analytics. The suite provides tools to generate detailed reports and analytics, allowing businesses to monitor and assess the performance of their customer service team and make informed decisions.
- Quick implementation. The suite’s streamlined administrative processes and user-friendly configuration make implementation swift, minimizing downtime and accelerating operational readiness.
- Versatility across industries. Designed for businesses of all sizes and industries, the suite adapts to specific needs, whether it’s ecommerce, SaaS, technology, or financial services, providing tailored benefits for diverse sectors.
Overview of Freshdesk Omni Features
Below are Freshdesk Omni’s key features:
- Freddy AI
- Web widget
- Messaging channels (WhatsApp, Facebook, Messenger, Instagram, Apple Business Chat, Google’s Business Messenger, LINE, BYOC, BYOT)
- Self-service customer portal
- Multilingual knowledge base
- Multilingual CSAT
- Chatbots
- Unified agent inbox
- Conversation switch
- Proactive support journeys and campaigns
- Ticketing
- Administrator capabilities
- Contacts and accounts management
- APIs
- Curated and custom reports
- Standard, custom, and real-time dashboard
- Role-based access control
- Single sign-on
Awards & Quality Certificates
Freshdesk Omni Position In Our Categories
Bearing in mind businesses have distinctive business-related demands, it is only rational that they avoid getting a one-size-fits-all, ideal software solution. Still, it would be futile to try to stumble on such an app even among recognizable software products. The practical step to do should be to narrow down the varied important aspects that need deliberation such as critical features, budget, skill aptitude of the employees, company size, etc. The second step is, you should conduct the research to a full extent. Browse over some Freshdesk Omni reviews and explore each of the software solutions in your shortlist in detail. Such comprehensive product investigation ascertains you steer clear of unfit applications and subscribe to the system which meets all the aspects your business requires.
Position of Freshdesk Omni in our main categories:
TOP
3
Freshdesk Omni is one of the top 3 Customer Support Software products
Each company is different, and might require a particular type of Customer Service Software solution that will be adjusted to their company size, type of customers and staff and even specific niche they cater to. We advise you don't count on getting a perfect software that is going to be suitable for every business no matter what their history is. It may be a good idea to read a few Freshdesk Omni Customer Service Software reviews first and even then you should pay attention to what the software is supposed to do for your business and your staff. Do you need an easy and straightforward app with only elementary functions? Will you really make use of the advanced functionalities needed by pros and big enterprises? Are there any specific features that are especially practical for the industry you work in? If you ask yourself these questions it is going to be much easier to get a solid service that will match your budget.
How Much Does Freshdesk Omni Cost?
Freshdesk Omni Pricing Plans:
Free Trial
Growth
$29
Pro
$69
Enterprise
$109
What are Freshdesk Omni pricing details?
Freshdesk Omni Pricing Plans:
Free Trial
Growth
$29
Pro
$69
Enterprise
$109
Freshdesk Omni is currently offered in the following pricing plans:
Growth – $29/agent/month if billed annually ($35 if billed monthly)
- Web widget
- Messaging channels
- Self-service customer portal
- Knowledge base
- Chatbots
- Unified agent inbox
- Proactive support journeys and campaigns
- Agent collision detection
- Custom agent status
- Collaboration – Threads and tasks
- Customizable contact, conversation and ticket properties
- Customer 360
- APIs
- Curated and custom reports
- Standard real-time dashboard
- Role-based access
- Single sign-on
Pro – $69/agent/month if billed annually ($79 if billed monthly)
- Everything in Growth
- Bring Your Own Channel (BYOc)
- Bring Your Own Telephony (BYOT)
- Multilingual knowledge base
- Article versioning
- Full portal customization
- Community forums
- Multilingual conversations
- Ticket templates
- Canned forms
- Dynamic ticket fields
- Advanced custom fields
- User targeting
- Multilingual CSAT
- Business hours (global, multiple, group specific)
- Assignment (Intelliassign, round robin, load balanced)
- Multiple SLA policies
- Parent-child ticketing
- Dynamic email notifications
- Multiple products
- Collaborators
- Custom objects
- Custom real-time dashboards
- Agent availability dashboard
Enterprise – $109/agent/month if billed annually ($125 if billed monthly)
- Everything in Pro
- Freddy AI
- Self-service approval workflow
- Flexible knowledge base hierarchy
- Agent shifts
- Out-of-office scheduler
- Sandbox for ticketing
- Audit logs
- Skill-based assessment
- Custom object analytics
- JWT authentication
- Allowed domains
- IP whitelisting
- HIPAA
- PCI compliance
User Satisfaction
Positive Social Media Mentions
0
Negative Social Media Mentions
0
We realize that when you decide to purchase a Customer Service Software it’s crucial not only to find out how experts score it in their reviews, but also to discover whether the actual users and companies that bought these solutions are actually happy with the service. Because of that need we’ve devised our behavior-based Customer Satisfaction Algorithm™ that aggregates customer reviews, comments and Freshdesk Omni reviews across a wide array of social media sites. The information is then presented in an easy to understand format showing how many customers had positive and negative experience with Freshdesk Omni. With that information available you will be ready to make an informed buying choice that you won’t regret.
Video
Screenshots
Technical details
Devices Supported
- Web-based
Deployment
- Cloud Hosted
Language Support
- English
- Chinese
- German
- Japanese
- Spanish
- French
- Dutch
- Portugese
- Polish
- Turkish
- Swedish
Pricing Model
- Monthly payment
- Annual Subscription
Customer Types
- Small Business
- Large Enterprises
- Medium Business
What Support Does This Vendor Offer?
- phone
- live support
- training
- tickets
What integrations are available for Freshdesk Omni?
Freshdesk Omni seamlessly integrates with around 1,200 applications, including the following:
- Google Calendar
- Google Analytics
- Google Contacts
- Slack
- Microsoft Teams
- MailChimp
- Shopify
- Freshsales
- Freshsales Suite
- Kanban Board
- Atlassian Jira Plus
- Office 365
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