Omnichannel support is crucial for customer service nowadays. Having omnichannel helpdesk software means you can assist customers quickly on any platform.

Digitalizing customer support has many benefits, like reducing costs and increasing profitability.

This concept becomes clearer when using a platform like Freshdesk for digital transformation. Let’s explore the advantages of omnichannel helpdesk software and how Freshdesk can improve your customer support management.

What Data Do We Have About the Benefits of an Omnichannel Helpdesk Software?

Digital transformation is a cornerstone of modern business growth. Any investment in this direction should translate into direct business benefits in terms of economic development, efficiency, and productivity.

According to the Total Economic Impact™ study conducted by Forrester Consulting for Freshworks, introducing Freshdesk Omnichannel into a company can:

• Decrease support tickets by 27%, thanks to chatbots and AI-based self-service support.
• Save $2.9 million by transitioning from “traditional” channels like phone to digital channels like chat and messaging.
• Enhance average ticket handling time by 25%, owing to the Freshdesk desktop agent.
• Cut administrative tasks and reporting costs by $610,000 through automation.

Lastly, based on statistics, companies opting for Freshdesk’s omnichannel helpdesk software can expect a 462% return on investment over three years.

Features of Freshdesk Omnichannel

Freshdesk Omnichannel is a platform designed to support your customers wherever they are.

By implementing Freshdesk, you can provide your customers with a seamless experience, maintaining uninterrupted conversations across both traditional and digital communication channels.

Thanks to Freshdesk Omnichannel, you can:

• Enhance your team’s efficiency, enabling them to track tickets, share real-time information, and provide timely responses.
• Assist customers across all channels. Additionally, customers will have an FAQ page with answers to frequently asked questions, allowing them to find what they’re looking for on their own.
• Optimize each agent’s workflow. With Omniroute, you can automatically assign phone calls, chat messages, and tickets to the best-suited agents to handle that specific service case.
• Visualize your customer support performance at a glance through a multichannel dashboard.
• Automate repetitive tasks and establish standard responses with the aid of artificial intelligence.

To gain deeper insights and explore the potential of a digital transformation project with Freshdesk, start by scheduling a complimentary consultation with our knowledgeable experts.