Item: Freshdesk Omni
Rating: 9
Author: Verified User

Overall Satisfaction with Freshdesk Omni

Use Cases and Deployment Scope

We mainly use Freshdesk Omni to manage tickets, CSAT surveys, agent productivity, knowledge base and many more.

Pros and Cons

Pros

You can see ticket trends Open, Unassigned, Overdue, Due Today.
You can see CSAT responses. Responses received whether its positive, neutral or negative.
You can also manage your knowledge base articles like, create new articles with different categories.

Cons

Reporting and analytics, apparently you can't extract the actual contents of your knowledge base.
Automations, filling out ticket properties based on the contact information
Some of the Freshdesk Ticket Properties like Resolved or Closed can't be removed its default.

Return on Investment

Reducing first response time for tickets
More engaging and collaboration with the team especially working on difficult concerns
Prompt feedback after closing a ticket letting us know how they feel about the service
Good customer service reduced churn

Usability

It works for us especially managing email concerns as well as documenting interactions with our customers.

Key Insights

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

Other Software Used

Bonusly, BambooHR, Slack

Likelihood to Recommend

For collaboration and integration of your customer service team, it is highly recommended. It will make email management easier.

Freshdesk Omni Feature Ratings

Comments

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Freshdesk: A Reliable Helpdesk Solution for Streamlined Support