Great omnichannel software to manage customer contacts under 1 system
February 08, 2025
Great omnichannel software to manage customer contacts under 1 system
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Freshdesk Omni
We currently use Freshdesk Omni for all of our customer contacts. The channels we operate on are phone, emails and chats. The ticketing system and omni-channel reporting are very user-friendly with various customizable options. Recently, we added chat bots within our plan and it has seen a significant improvement in self-serve options for customers and supporting us with deflection.
Pros
- Phone
- Email
- Chat
Cons
- Auto populating ticket fields based on canned responses used
- Sound alerts for calls waiting in the phone queue
- Customised wallboard for calls
- Deflecting contacts by promoting self-serve for customers
- Chat bot implementation saving 1.5 FTE
Better value for money with more flexibility on support and add-on packages.
Do you think Freshdesk Omni delivers good value for the price?
Yes
Are you happy with Freshdesk Omni's feature set?
Yes
Did Freshdesk Omni live up to sales and marketing promises?
Yes
Did implementation of Freshdesk Omni go as expected?
Yes
Would you buy Freshdesk Omni again?
Yes
Comments
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