Delivering omni-channel support with Freshdesk
Staying ahead of customer expectations these days takes a lot of work. You don’t just need to ensure you’re delivering the right personalised experiences. You also need to ensure those experiences are consistent across every channel your consumer wants to use.
Omni-channel customer service is a must-have in any industry today, with clients now contacting their favourite brands through everything from SMS to social media. Fortunately, solutions like Freshdesk Omni-channel ensure companies of all sizes can keep up with expectations.
Part of the comprehensive Freshdesk portfolio, the “Omni-channel” offering enables companies to interact with their audience on the channels they choose, allowing for a more meaningful end-to-end experience. The platform already supports more than 50,000 businesses worldwide. Let’s explore what Freshdesk Omnichannel suite can do.
Freshdesk Omni-channel Suite offers a comprehensive support solution designed to deliver quick time-to-value. With the easy-to-use platform, agents can access an aligned inbox, where they can manage conversations across a host of channels, from WhatsApp to Facebook Messenger, Email, and more. The cloud-based system can naturally scale and flex to suit the needs of your business, making it easier to delight customers effortlessly as their channel preferences change.
Aside from simply allowing companies to offer service across a wider range of channels, Freshdesk Omni-channel Suite also ensures agents have the context and automation features they need to understand each client and plan the next best action. According to Freshdesk, customers of the Omni-channel Suite achieve service productivity gains within 3 months. Features include:
Freshdesk support desk:
A comprehensive support system linked across all channels, so agents can understand customer needs and deliver results without needing to transfer the call. Features include:
End-to-end support across the digital channels customers love, including WhatsApp and Facebook Messenger. Features include:
Freshdesk contact centre
A unified and straightforward environment where agents can provide exceptional voice interactions with a 360-degree view of the customer. Features include:
Freshdesk field service management
A comprehensive toolkit for managing field service and remote agents, with routing based on availability, skillset, and proximity. Features include:
Essentially, the Freshdesk Omni-channel Suite is a selection of all the Freshdesk tools companies might need to provide a complete end-to-end experience for customers. The product package covers everything from global voice, to messaging on your customer’s favourite channels, and even field service management.
Freshdesk Omni-channel Suite provides companies with an end-to-end selection of tools to empower everyone in the CX workforce. Whether you’re upgrading your contact centre, supporting field workers, or speeding up service tickets, Freshdesk has you covered. The NEO platform even allows you to innovate at a faster rate, with your own API integrations.
The Freshdesk Omni-channel suite is an affordable, easy-to-understand and highly modular approach to next-level customer experience strategies. Some of the biggest benefits include:
Built for the digital-first age, Freshdesk Omni-channel Suite is an excellent approach to giving customers the kind of meaningful experiences they demand. This end-to-end solution for field service, support, and customer experience is excellent for today’s modern teams. Even hybrid and remote workers can benefit from better alignment behind the scenes.
With extensive contextual insights into customers and support from AI tools and automation, you can make your team more efficient and productive in no time. Plus, there’s plenty of insights and analytics to guide you as your CX strategy continues to evolve.