Freshdesk Omni provides customer support by enabling the creation of customer portals and knowledge base systems where customers can open tickets and read support articles.
We are able to create a customer portal where customers can log in and create tickets for issues they encounter. Additionally, customers can read articles from the knowledge base that we have set up. Our knowledge base system allows customers to access support articles and help articles that guide them on how to use our tool.
Threads and Tasks are the best features for me, as they enable collaboration with other agents for internal conversations on threads and tasks, and customers can check the progress of their tasks and threads in one dashboard.
I also appreciate the multilingual help desk, which helps us provide support articles in different languages with Freshdesk Omni.
The multilingual help desk enables our clients to access help desks based on their language preferences. The collaboration feature allows our team to collaborate internally on tasks and tickets in real-time.
Having omnichannel communication in Freshdesk Omni has made our organization more organized in responding to technical questions from different channels, and we have seen significant time savings with Freshdesk Omni.
Freshdesk Omni can improve the custom object analysis, which is sometimes very slow. For example, obtaining insights requires a significant wait time, and understanding KPIs and tracking the KPIs of each agent takes considerable time.
Additionally, the community forum needs improvement. For example, when attempting to mention a user in a response, sometimes the user does not appear in the suggestions.
I have been using Freshdesk Omni for three years.
We have seen a reduction in average handling time by 30%. Additionally, we have achieved an average ROI for our company of around 225% ROI over the three years that we have used the tool.
I would rate this product a 9.
