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Omnichannel support software
Try Freshdesk Omnichannel, an AI-powered helpdesk software that boosts your agents' productivity and improves your customers' experience.
Deliver seamless customer service across digital and traditional channels.
Automatically convert customer emails into helpdesk tickets to track, prioritize, and resolve support requests from one place.
Engage customers through live chat and modern messaging, including popular services like WhatsApp, Facebook, and Apple Business Chat.
Provide reliable cloud-based phone support right from within Freshdesk.
Publish a branded knowledge base, and add a chatbot or website widget to help customers quickly find the answers they need.
Support customers on social channels like Facebook or Twitter, and receive notifications about important tweets from our AI-powered social signals monitor.
Happy employees lead to happy customers.
Users love Freshdesk because it saves them time and reduces repetitive tasks. Agents can efficiently work through their tickets, switch between channels, and keep better tabs on customer issues. Admins can streamline team management and consolidate reporting across all support channels from one unified platform.
Self-service should be more than just a FAQ on your website.
With Freshdesk, customers can help themselves anytime on the channels that they prefer the most. You can offer self-service through a branded knowledge base, web-widget, chat, messaging, bots — and even over the phone!
Omniroute automatically assigns phone calls, chat messages, and tickets to the right agents in your team. It intelligently optimizes for agent effectiveness while being mindful of their workload. You can even define thresholds for agents on each channel to ensure your team is never overwhelmed by support issues.
With our Omnichannel dashboard, you get a birds-eye view of your team’s performance across channels. If there’s a spike in the number of issues on a channel, you can re-route issues to the right agents who can help cover the extra load. You can even navigate to the ticket queues or chat queues right from this dashboard.
Our chatbots are designed for engagement, not just deflection.
Freddy AI understands customer intent so our bots can deliver precise answers to questions (instead of a list of confusing FAQs). It is smart enough to guide customers through a series of helpful steps, and it can also detect frustrated customers who need a live agent.
Best of all, our bots don’t require coding, and you can set them up in no time for a great customer experience.
Set up a bot powered by Freddy AI
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Built from the ground up to solve the unique challenges of supporting multiple channels.
Customer and agent facing automations across channels, augmented by superior AI.
Intuitive and user-friendly interface that boosts agent collaboration and omnichannel productivity.
Freshworks NEO platform provides enterprise-grade integration, security, scalability, and customization.
Faster time-to-value, better cost performance, and increased efficiency deliver greater ROI.
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