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 Review: Features
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:
- Collaboration (messaging and knowledge sharing)
- Knowledge base access
- Advanced agent routing
- Workflow automation
- Prescriptive next best actions
- Unified customer profiles
Freshdesk messaging:
End-to-end support across the digital channels customers love, including WhatsApp and Facebook Messenger. Features include:
- AI-powered chatbots
- One inbox for all messages
- Instant self-service solutions
- LINE, WhatsApp, Apple Business chat, Facebook, and more integrations
- Proactive insights into customer needs
- Neo API integrations
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: