[Freshworks] Omnichannel Customer Support Platform: The Power and Advantages of Freshdesk Omni

DevOps Tec
7月30日
讀畢需時 3 分鐘

已更新：9月5日

In this era of thriving social media, everyone has their preferred communication channels. Businesses are increasingly facing customer service demands from all directions, and in the process of switching between these applications, some voices are often unintentionally overlooked.

Freshdesk Omni was created to meet this demand. It is an omnichannel customer support platform that integrates all customer service touchpoints, helping businesses deliver a consistent, fast, and highly efficient service experience.

Did you know that Freshdesk Omni didn’t exist in the beginning?

Freshdesk Omni is actually a new product formed by combining two separate products: Freshdesk and Freshchat. But why did Freshworks choose to merge them? What benefits does this product bring to businesses? Let’s find out.

The Birth of Freshdesk Omni: The Evolution of Two Core Products

As customer communication channels became increasingly fragmented, businesses needed to respond to customers across multiple platforms. This led to inefficiencies and scattered messages. Freshworks combined these two core products to create an “omnichannel” solution, enabling customer service teams to manage messages from different channels through a single interface and avoid information silos and delayed responses.

Freshdesk was originally a ticketing system focused on traditional channels like email, forms, and phone calls.

Freshchat was launched to meet the needs of the new generation of customers, supporting real-time messaging through web chat, Instagram, LINE, Messenger, and other messaging apps.

Overview of Freshdesk Omni’s Features: Dual Core Power for the Ultimate Customer Support Experience

Key features of Freshdesk:

Unified ticket inbox: Integrates messages from email, forms, social media comments, and more into a centralized system with no missed tickets.
Automation rules: Set trigger conditions, automatic assignments, status updates, reminders, and more to let the system handle repetitive tasks.
SLA and alert system: Customize SLA response times with real-time alerts for overdue tickets to prevent missing critical customers.
Knowledge base: Create internal and external FAQ libraries with full-text search and auto-suggested articles to help both agents and customers find answers quickly.
Multi-brand support: Manage multiple brands or product lines at the same time, each with its own support portal and knowledge base.
Reports and performance tracking: Get real-time statistics on response time, ticket volume, resolution rate, and customer satisfaction (CSAT) to monitor team performance accurately.

Key features of Freshchat:

Omnichannel conversation integration: Supports messaging platforms like LINE, WhatsApp, Facebook Messenger, and Instagram, allowing agents to reply to all messages in one place.
Intelligent routing: Automatically assign messages to the appropriate agent or team based on user type, language, or message source.
Freddy AI chatbot: Recognizes intent, suggests replies, retrieves order information, collects contact details, and provides round-the-clock support.
Customer info sidebar: Displays conversation history, personal data, language, purchase records, and more in real time to give agents full context.
Marketing message broadcasting: Proactively send promotions, product recommendations, and abandoned cart reminders to boost engagement.

When Freshdesk and Freshchat are combined, you can:

Manage both tickets and live chats within the same platform
Maintain complete conversation history when switching from chat to email
Convert chats into tickets with a single click
Track all support activities through unified reports and SLA monitoring

With this all-in-one support integration platform, there’s no need to switch systems or deal with inconsistent information. By combining the rigorous ticket management of Freshdesk with the interactive live messaging of Freshchat, Freshdesk Omni delivers a seamless omnichannel support experience.

Seamless Integration with Third-Party Applications

Freshdesk Omni supports commonly used communication tools, CRMs, and automation platforms such as:

Instant messaging: LINE, WhatsApp, Messenger, Instagram
CRM / ERP: Salesforce, Hubspot, Zoho, Microsoft Dynamics
Phone systems: Twilio, Freshcaller, Aircall, RingCentral
Automation and integration platforms: Zapier, Workato
Team collaboration tools: Slack, Microsoft Teams, Jira, Asana, Trello

With integrations to a wide range of third-party platforms, support agents no longer need to switch back and forth between systems. All conversations and information can be managed and tracked centrally within Freshdesk Omni.

Conclusion: Choose Freshdesk Omni and Prepare for the Future

As customer interactions become more real-time and communication platforms more fragmented, having a unified customer support platform is no longer a luxury but a necessity. The integration, scalability, and intelligent features of Freshdesk Omni are key enablers for businesses looking to enhance customer experience.

If your business is looking for: