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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
Knowing that companies have specific business wants, it is prudent that they avoid going for an all-encompassing, ”best” software product. Regardless, it is difficult to try to find such an app even among well-known software solutions. The rational step to undertake should be to list the various key functions that need inspection such as major features, costing, technical skill levels of staff members, business size, etc. After which, you should conduct your research thoroughly. Browse through some of these Freshdesk Omni reviews and explore each of the solutions in your shortlist in detail. Such detailed research guarantee you stay away from ill-fitting apps and choose the one which delivers all the tools 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
Companies have different needs and requirements and no software application can be just right in such a situation. It is pointless to try to find a perfect off-the-shelf software system that meets all your business needs. The wise thing to do would be to modify the system for your specific needs, employee skill levels, budget, and other aspects. For these reasons, do not hurry and invest in well-publicized trendy solutions. Though these may be widely used, they may not be the best fit for your particular needs. Do your homework, look into each short-listed platform in detail, read a few Freshdesk Omni Customer Service Software reviews, speak to the vendor for explanations, and finally settle for the application that offers what you need.
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 know that when you decide to buy a Customer Service Software it’s vital not only to see how experts rank it in their reviews, but also to find out if the real users and businesses that purchased it are indeed happy with the product. Because of that need we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Freshdesk Omni reviews across a broad array of social media sites. The information is then presented in an easy to digest form indicating how many users had positive and negative experience with Freshdesk Omni. With that information at hand you will be ready to make an informed buying decision 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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