Overview
Product Information on Freshdesk Omni
What is Freshdesk Omni?
Freshdesk Omni Pricing
Overall experience with Freshdesk Omni
“Bringing Insurance customer interaction into the future with Freshdesk OMNI”
“Best Intentions Behind Product Marred by Intermittent Account Management Issues”
About Company
Company Description
Freshworks Inc. (NASDAQ: FRSH) creates AI-boosted business software anyone can use. Purpose-built for IT, customer support, and sales and marketing teams, our products are designed to let everyone work more efficiently and deliver more value for immediate business impact. Headquartered in San Mateo, California, Freshworks operates globally.
Company Details
Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
User Sentiment About Freshdesk Omni
Reviewer Insights for: Freshdesk Omni
Performance of Freshdesk Omni Across Market Features
Freshdesk Omni Likes & Dislikes
It's extremely intuitive and the low code/no code approach allows us to have a variety of admin users that aren't technically from an IT background and have more expertise in customer service to build robust workflows that work for different clients and lines of business.
Read Full Review1. Freddy AI Bot: handles a lot of chat inquiries independently and speeds up agent workflows with intelligent suggestions. 2. Intuitive UI: Easy for agents to navigate, onboard an manage complex workflows 3. Collaboration Tools: Linking tickets from Calls and Chats, adding notes and sharing context between teams and tools work smoothly
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Reporting and Analytics is the area where I find it most challenging to gain meaningful insights. It's the one part of the system, in my opinion, that lacks an intuitive approach to building and customising meaningful reports. Additionally, many rules apply broadly across all products and services, such as generating a portal account when a ticket is created. Not every line of business in our system requires a portal account and often this can be confusing for customers. We require portal accounts for some lines of business and hence the conflict.
Read Full Review1. Some customizations require workarounds or developer support, which slows down implementation 2. Reporting dashboards could be more flexible - deeper custom reporting often needs external tools or exports. 3. Freddy Bot configuration is not always intuitives and requieres trial-and-error to get the result that feel natural
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Peer Discussions
Freshdesk Omni Reviews and Ratings
- Product Owner<50M USDInsurance (except health)Review Source
Bringing Insurance customer interaction into the future with Freshdesk OMNI
Freshdesk OMNI has given us the chance to really tailor our customer experience to their individual needs. Insurance has somewhat lagged behind in the past in managing the modern customer through telephony. Since onboarding Freshdesk and utilising its capabilities around case management and automation, we've been able to keep the customer informed at regular intervals and reduce our operational overheads. Whilst wanting to move into the future, we need to appreciate all demographics and vulnerabilities of customers by allowing them the opportunity to use the method of interaction that best suits them. Whether that's self serving through a Fresh Help Hub, to engaging with a Chat Bot to drill down into specific content they want to surface immediately or by picking up the phone, Freshdesk allows us to manage multiple customer contacts, in different forms, simultaneously. - Manager, Customer Service and Support50M-1B USDTelecommunicationReview Source
Cost-Effective CRM With Constant Updates and Customization
Very easy to implement as the UI looks like a mobile application with clear guidelines of how it will look like and most importantly the cost is very suitable for the provided features and these features are subject to be updated from time to time by the great support team who can customize whatever we need to build - Head of Customer Service and Support<50M USDTelecommunicationReview Source
Freshdesk Omni: A Comprehensive Solution to Streamline Support
We have had a very positive experience with Freshdesk Omni. The system is stable, easy to use, and has allowed us to respond faster and more efficiently. Thanks to the Freddy AI Bot, we can automate nearly half of our chat inquiries, and agents benefit from faster answer suggestions. Ticket routing and internal collaboration features have significantly improved resolution times. Some customizations required workarounds, but overall the impact has been very strong. - CRM Administrator50M-1B USDTransportationReview Source
FreshDesk Omni Simplifies Multi-Channel Ticket Handling With Reliable Communication Tools
FreshDesk Omni is extremely handy in dealing with tickets from all sources. It explicitly states the method of ticket creation (phone, text, email etc.) and makes it very easy to communicate with the requester - Head of Customer Service and Support<50M USDTravel and HospitalityReview Source
Early Adopters Value Freshworks Responsiveness and Growth, Desire Advanced AI Tools
We have been Freshworks users for 8/9 years, very early adopters. I like the growth and the new features and modules that have been launched , team has grown as well and still remain as responsive