Item: Freshdesk Omni
Rating: 7
Author: Sara Lewis

Overall Satisfaction with Freshdesk Omni

Use Cases and Deployment Scope

We have a hard time retaining information about previous issues. It is nice to be able to type in a question and receive an answer so we can assist a customer better.

Pros and Cons

Pros

Provides quicker responses for simple questions
Self-service when we're closed

Cons

AI is still a bit glitchy

Return on Investment

This does not apply to what we use it for.

Usability

Freshdesk Omni and Freshdesk in general is very easy to use. Any new features are usually easy to integrate in what we do every day if we feel that we need them to be successful.

Key Insights

Do you think Freshdesk Omni delivers good value for the price?

Not sure

Are you happy with Freshdesk Omni's feature set?

Yes

Did Freshdesk Omni live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Freshdesk Omni go as expected?

I wasn't involved with the implementation phase

Would you buy Freshdesk Omni again?

Yes

It's helpful for very basic information when customers are reaching out and needing simple answers. But it's not as helpful when customers are needing more complicated answers. This is possibly because of our area of business, so it's possible it just might be something that isn't really meant for our line of work.

Freshdesk Omni Feature Ratings

Comments

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A Decent Product