Freshdesk Omni vs. WorkHub Tasks

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.

Incentivized

WorkHub Tasks is best suited for companies searching for a better way to handle customer queries. It is also appropriate to resolve customer queries in time. Last but not least it is well suited for providing excellent customer service.

• 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.

Incentivized

• The chat feature allows us to have real-time conversations with customers
• It helps us to resolve customer issues more quickly.
• WorkHub Tasks make it possible for the team to raise customer satisfaction

• 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.

Incentivized

• After the projects are finished, there should be a mechanism to sort them.
• Search by username ought to be available.
• There should be a project-based sorting.

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.

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

Incentivized

HubSpot has a lower learning curve. On the other hand, WorkHub Tasks provides project management on a larger scale, giving more priority to the tasks; that is why it is my favorite.

• 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.

Incentivized

• Intelligent query handling due to relative task assignment
• Smart instead of the hard work enables using resources on other tasks
• customer retention has gone up significantly