TrustRadius

Certainly vs. Freshdesk Omni

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Certainly
Score 0.0 out of 10
N/A
Certainly is a Conversational AI Platform made for ecommerce and customer service. The solution aims to help companies deliver exceptional experiences and scale their growth. Insights from zero-party data from conversations with visitors target fewer product returns, lower cart abandonment and higher customer lifetime value. Certainly is on a mission to help businesses build awesome user experiences by creating a digital twin of their best salesperson, and aims to improve how companies…
$650
3 live* bots, All essential features
Freshdesk Omni
Score 8.8 out of 10
N/A
Freshdesk Omni is an AI-powered, comprehensive solution for offering customers seamless experiences today and in the future.
$35
per month per agent
Pricing
CertainlyFreshdesk Omni
Editions & Modules
Certainly ESSENTIAL
$650.00
3 live* bots, All essential features
BotXO BUSINESS
$1200
6 live* bots, All essential features +
Certainly ENTERPRISE
Quote
10 live* bots, All essential features +
Growth
$29
per month (billed annually) per agent
Pro
$69
per month (billed annually) per agent
Enterprise
$109
per month (billed annually) per agent
Offerings
Pricing Offerings
CertainlyFreshdesk Omni
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup Fee$650 3 live* botsNo setup fee
Additional Details* “Live bots” means bots in production on your website, in your app, on Social Media, etc. Additional live bots are available on Enterprise. On all plans, you can build as many bots as you want inside the Certainly Platform.—
More Pricing Information
Features
CertainlyFreshdesk Omni
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Certainly
-
Ratings
Freshdesk Omni
9.0
13 Ratings
9% above category average
Organize and prioritize service tickets00 Ratings8.913 Ratings
Expert directory00 Ratings8.613 Ratings
Subscription-based notifications00 Ratings8.711 Ratings
ITSM collaboration and documentation00 Ratings9.410 Ratings
Ticket creation and submission00 Ratings9.313 Ratings
Ticket response00 Ratings9.113 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Certainly
-
Ratings
Freshdesk Omni
8.5
13 Ratings
6% above category average
External knowledge base00 Ratings8.313 Ratings
Internal knowledge base00 Ratings8.713 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Certainly
-
Ratings
Freshdesk Omni
8.6
13 Ratings
7% above category average
Customer portal00 Ratings8.713 Ratings
IVR00 Ratings8.510 Ratings
Social integration00 Ratings7.912 Ratings
Email support00 Ratings9.213 Ratings
Help Desk CRM integration00 Ratings8.813 Ratings
Best Alternatives
CertainlyFreshdesk Omni
Small Businesses
Front
Front
Score 9.1 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
SysAid
SysAid
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
CertainlyFreshdesk Omni
Likelihood to Recommend
-
(0 ratings)
9.1
(13 ratings)
Usability
-
(0 ratings)
9.1
(13 ratings)
User Testimonials
CertainlyFreshdesk Omni
Likelihood to Recommend
Certainly
No answers on this topic
Freshworks Inc
For a typical technical support help desk use case Freshdesk Omni is great! It has the advanced features of automating responses and canned answers where appropriate. The AI functionality seems good but not something we are leveraging at this point given the volume of tickets.
Greg Ross | TrustRadius Reviewer
Greg Ross
Systems Engineer
Read full review
Pros
Certainly
No answers on this topic
Freshworks Inc
  • When an agent receives a call via Dialpad or Amazon Connect, Freshdesk Omni automatically displays relevant customer details, previous interactions, and ticket history in a single view.
  • Every call (answered, missed, or voicemail) is automatically logged into Freshdesk as a ticket, including details like call duration, customer number, and agent notes.
  • Agents can initiate outbound calls directly from Freshdesk using click-to-call functionality, reducing manual dialing errors and saving time.
Verified User
Anonymous
Read full review
Cons
Certainly
No answers on this topic
Freshworks Inc
  • It is a very user-friendly tool. We haven't found any drwback in any of the modules provided. It works excellently at my organization.
  • Its powerful workflow automation reduces manual effort for job assigning and makes our process more efficient and saves valuable time.
NC
Niranjan choudhary
Manager Business Excellence
Read full review
Usability
Certainly
No answers on this topic
Freshworks Inc
Utilizing a unified platform has successfully reduced the resolution time for customer-facing issues. This streamlined approach enhances efficiency and generates valuable insights that can be leveraged to improve our services and better understand customer needs, ultimately leading to a more satisfying experience for our clients.
Chaitanya Jadhavar | TrustRadius Reviewer
Chaitanya Jadhavar
Technical account Manager
Read full review
Alternatives Considered
Certainly
No answers on this topic
Freshworks Inc
1) Price is also a point to decide, other Service Providers were providing similar features but the prices were slightly on a higher side. 2) Coming to feature comparison, JIRA offers whole lot of other features but currently we did not require them and Zoho had few less features comparing to Freshworks
Verified User
Anonymous
Read full review
Return on Investment
Certainly
No answers on this topic
Freshworks Inc
  • Our customers often give feedback to closed tickets to track satisfaction scores
  • Customers appreciate the value of viewing their tickets in the customer portal
  • We save time by having a single source system to interact with our customers and track issue history.
Greg Ross | TrustRadius Reviewer
Greg Ross
Systems Engineer
Read full review
ScreenShots

Certainly Screenshots

Screenshot of The BotXO PlatformScreenshot of The BotXO Platform - Add DomainScreenshot of The BotXO Platform - NLU Import DomainsScreenshot of BotXO - Integrations

Freshdesk Omni Screenshots

Screenshot of Advanced AnalyticsScreenshot of Team InboxScreenshot of Customer Communication ManagementScreenshot of Conversational AI