What Freshdesk Omnichannel is focused on achieving:
- All Customer interactions into a single platform.
- Single vendor and no APIs.
- You don't need to try and create an omnichannel view as FRESHWORKS DOES IT ALL.
- Its a PLUG and PLAY model - quick deployment and easy self maintenance.
- Immediate granular reporting on all channels.
- Agents can immediately have a contextual understanding of what the customer has raised as a support query in the past/ to date. (FULL CUSTOMER JOURNEY)
- The agents can respond to all support channels from a single platform: SINGLE SCREEN and Omnichannel agent enablement
- Big focus on Deflection and Orchestration using our drop and drag bot builder. Typically used for Whatsapp bots.
Attachments:
- High level overview of the Freshworks as a whole with a summary of local customers and high level features of Freshdesk, Freshchat and Freshbots.
- Detailed pack covering most of the features of Freshdesk Omnichannel
