All features Omnichannel helpdesk

THE PROBLEM WITH MULTIPLE TOOLS

Having support processes and customer data scattered across different tools will hurt the quality of support you provide. With multiple tools having different routing capabilities, agents might be overloaded during peak hours. Wouldn't it be more convenient if agents didn't have to switch tools to handle customer queries efficiently across channels?

Freshdesk unifies all your information

The Omnichannel Customer Timeline provides a single chronological timeline of all the customer interactions across various channels, to help your agents get quicker context about the customer.  You can also bring in specific activities from external apps to enrich the timeline with relevant customer information.

 

Know more about the timeline → 

Email support

Freshdesk converts every support email into a trackable ticket that you can manage and execute tasks on. Unlike your email inbox, every email here will be categorized, prioritized and assigned to specific support agents. The service level agreements ensure that responses to customer requests are never delayed. 

Switch from email to Freshdesk

email support

Website support

With the help widget, support customers directly from your website by surfacing solution articles and a contact form.

Your customers can get instant help and your support team gets fewer tickets.

Learn more about the help widget

The new help widget

Chat Support

 

With Freshdesk's chat messenger, engage with customers who are on your website, in-app, or mobile platform. Proactively start conversations with your customers and engage them before they contact you. With events timeline, user information, and social profiles, agents get complete context about every customer, enabling them to have better conversations. 

Read more about the Freshdesk chat integration

Phone support

Set up a fully functional call center on the cloud that is tightly integrated with Freshdesk using the phone channel. You can port or buy support numbers anywhere in the globe and answer calls right within Freshdesk. Agents can record calls, attach them to tickets, and easily access contextual data such as recent conversations with the customer.

Read more about Freshdesk call integration

Facebook & Twitter support

Freshdesk makes it easy for your team to support customers on Facebook and Twitter. Automation rules monitor important posts & tweets and bring them to your attention immediately.

Bring customer tweets into Freshdesk

Facebook and Twitter support helpdesk

WhatsApp support

Connect your WhatsApp business number and engage with customers instantly to get their queries resolved faster. You can also send out transactional messages or service updates proactively from within Freshdesk. 

 

Read more about WhatsApp integration

Provide a unified experience 

With no more alt-tabbing between channels, your agents can respond to requests in a faster, more streamlined fashion. Admins can switch agents across channels during rush hours to ensure agents aren't overwhelmed. By handling support requests across phone, chat and email, under one roof, you can deliver a unified experience for your customers.  

Balance agent load across channels

Support admins can easily configure agent load for emails, calls and chats under one-roof and auto-assign tickets based on agents' existing ticket-load. This gives freedom to agents to resolve customer requests across channels based on their availability and bandwidth. With a faster response time across channels, you will be able to deliver a seamless omnichannel experience.

Find out how Omniroute™ can manage agent load