Ditch the Chaos: How Freshdesk Omni Unifies Your Customer Support. Are Your Customers Getting Lost in the Shuffle? In today’s always-on world, your customers expect to be able to reach you on their terms. Whether it’s through email, SMS, social media, or messaging apps, they want fast, convenient support. But managing all those channels can feel like a chaotic circus act. Are you struggling to keep up? Are your customers getting lost in the shuffle?
If so, you’re not alone. Many businesses are overwhelmed by the complexity of omnichannel customer service. That’s where Freshdesk Omni comes in — a powerful, AI-driven solution designed to streamline your support operations and deliver exceptional customer experiences.
What is Freshdesk Omni? A Unified Platform for Customer Engagement
Freshdesk Omni is an AI-powered, omnichannel customer service software developed by Freshworks Inc. It’s designed to help you streamline and enhance customer support across various platforms, bringing all your customer interactions into one unified system.
Founded in 2010 in Chennai, India, Freshworks has grown into a global provider of cloud-based solutions for customer relationship management (CRM), IT service management (ITSM), and e-commerce marketing. In September 2021, Freshworks made history by becoming the first Indian SaaS company to be listed on Nasdaq, raising $1.03 billion during its initial public offering.
Omnichannel Engagement: Connect with Customers Where They Are
The key to excellent customer service is meeting your customers where they are. Freshdesk Omni makes it easy to engage with customers on their preferred channels, including:
- Email: Traditional and reliable for detailed inquiries.
- SMS: Quick and convenient for on-the-go support.
- Social Media (Facebook and Instagram): Engage with customers directly on social platforms.
- Messaging Apps (WhatsApp): Offer personalized support through popular messaging apps.
By providing seamless support across all these channels, you can create a more convenient and engaging experience for your customers.
AI Agents: 24/7 Support That Never Sleeps
Imagine providing instant support to your customers, 24 hours a day, 7 days a week. With Freshdesk Omni’s AI Agents, that’s now a reality. These AI-driven agents can engage in natural, free-flowing conversations, providing immediate assistance in over 25 languages.
They can answer common questions, troubleshoot basic issues, and even escalate complex problems to human agents when necessary. This not only improves customer satisfaction but also frees up your human agents to focus on more challenging tasks.
Unified Agent Workspace: A Single View of the Customer
One of the biggest challenges of omnichannel support is keeping track of customer interactions across different channels. Freshdesk Omni solves this problem with its unified agent workspace. This workspace consolidates all customer interactions into a single view, giving your agents access to comprehensive customer context and history.
With all the information they need at their fingertips, agents can respond more efficiently and provide more personalized support. No more searching through multiple systems or asking customers to repeat themselves!
Freddy AI Copilot: Your Agent’s New Best Friend
Freshdesk Omni also includes Freddy AI Copilot, an AI-powered assistant that helps agents provide even better and faster support. Freddy AI can:
- Offer real-time suggestions: Provide agents with relevant information and solutions based on the customer’s issue.
- Automate routine tasks: Handle repetitive tasks like ticket tagging and categorization.
- Provide insights to improve customer service quality: Identify areas where agents can improve their performance.
Freddy AI is like having an extra team member who’s always there to help your agents succeed.
Actionable Insights: Data-Driven Decisions for Better CX
Customer service is more than just responding to inquiries; it’s about understanding your customers’ needs and using that knowledge to improve your products, services, and processes. Freshdesk Omni provides managers with AI-driven analytics and customizable dashboards to:
- Monitor performance metrics: Track key indicators like resolution time, customer satisfaction, and agent productivity.
- Identify trends: Uncover patterns in customer behavior and identify emerging issues.
- Make informed decisions: Use data to optimize your customer support operations and improve the overall customer experience.
Pricing Plans: Finding the Right Fit for Your Business
Freshdesk Omni offers tiered pricing to cater to diverse business needs:
- Growth Plan: At $29 per agent per month (billed annually), this plan includes omnichannel engagement, intelligent chatbots, and robust ticketing across web, SMS, messaging, and email.
- Pro Plan: At $69 per agent per month (billed annually), it encompasses all features in the Growth plan, plus customized support portals, custom objects, advanced ticketing, and custom reporting.
- Enterprise Plan: For $109 per agent per month (billed annually), this plan offers all Pro features along with audit logs, approval workflows, skills-based assignments, and additional security features.
Whether you’re a small startup or a large enterprise, Freshdesk Omni has a plan that fits your budget and your needs.
Freshdesk Omni vs. The Competition: Choosing the Best Solution
The customer service software landscape is crowded, with many different platforms vying for your attention. Here’s a quick comparison of Freshdesk Omni to some of its main competitors:
- Zendesk: A comprehensive customer service solution with a wide range of features. Freshdesk Omni is often considered more user-friendly and affordable, especially for smaller businesses.
- Salesforce Service Cloud: A robust platform integrated with Salesforce’s CRM. Freshdesk Omni may be a better choice if you don’t already use Salesforce and don’t need the full power of a CRM-integrated solution.
- Zoho Desk: A context-aware help desk software. Freshdesk Omni offers more advanced AI capabilities and a broader range of omnichannel engagement options.
- HubSpot Service Hub: A customer service platform integrated with HubSpot’s CRM. Freshdesk Omni is often praised for its ease of use and its focus on empowering agents.
- Intercom: A conversational relationship platform. Freshdesk Omni provides a more comprehensive solution for managing all aspects of customer service, not just messaging.
Ready to Transform Your Customer Support?
In today’s competitive market, exceptional customer service is no longer a luxury; it’s a necessity. Freshdesk Omni empowers you to deliver the kind of support that keeps customers coming back for more. With its AI-powered features, omnichannel engagement, and unified agent workspace, Freshdesk Omni makes it easier than ever to provide effortless customer experiences.
