Why does customer experience (CX) matter?
  • Customer experience impacts revenue earnings – directly and indirectly
    There is a growing consensus that economic value lives at the intersection of customers’ expectations and customer experience. When customers connect with your organization, they want to put in minimum effort and derive maximum value and satisfaction per interaction. By ensuring a good customer experience every time a customer reaches out to you or avails a service from your company, their willingness to spend is positively impacted. The benefits that come from improved customer experience directly translate into business wins like new revenue, additional revenue, reduced service cost, and improved ROI.
  • Customer experience reliably accelerates business resiliency Markets reward businesses that are customer-centric. By adapting to your customers’ needs, you can design customer journey maps that focus on customer relationship management with a 360-degree view of customer data across touchpoints. Businesses can successfully ride out both short-term fluctuations and long-term market conditions and emerge stronger with a solid CX strategy.
  • Customer experience is the new competitive advantage The way a customer feels about your company and its services directly affects their reasons to transact with you and recommend your services in the long run. Superior customer experience has proven to lead the way in landing customers who will stay loyal. At the same time, just one bad experience can cause a customer to cut all ties with a company and move to another. It is clear that focusing on improving your customer experience is critical to retaining a competitive stance and reap the many economic benefits that come from improved customer retention and loyalty.
Introducing the Freshdesk Omnichannel Suite

A modern all-in-one customer service platform for enterprises to build integrated, intuitive, and collaborative customer support journeys across web, chat, phone, and social media.

Freshdesk Omnichannel is the customer engagement platform where people and bots work seamlessly to delight your customers at every touchpoint. Freshdesk Omnichannel consists of 3 products:

Freshdesk Support Desk
A comprehensive helpdesk for providing exceptional customer service

Freshdesk Messaging
Messaging and chatbot-first support for today’s digital customer

Freshdesk Contact Center
A reliable and smart call center for effortless customer experience

Freshdesk Support Desk

Simplify multi-channel ticketing, provide intuitive customer portals, deliver faster resolutions with contextual insights and make support delightful for agents, customers, and admins.

Freshdesk lets you create workflows so that you can automate routine tasks and improve your agents’ productivity.

Freshdesk Messaging

Freshdesk Messaging is a modern messaging app for sales, support, and customer engagement. A leap from legacy live-chat systems, it brings the continuity and experience of consumer messaging apps to businesses to help them convert visitors and delight customers.

Win customers for life with intelligent bots in Freshdesk Messaging that focus on delighting your customers – your team’s perfect ally.

Freshdesk Contact Center

Freshdesk Contact Center is a modern-day reimagining of our everyday phone system for customer support. It acts as a central hub for all phone-related activities of an organization, enabling companies to easily launch their call centers in a matter of minutes. By virtue of being a cloud-based call center software,

Make it easy for your agents to provide exceptional voice service with an intuitive, all-in-one contact center solution.

Freshdesk Omnichannel Suite
Modern all-in-one customer service platform
  • Ticket management
  • Chat & messaging
  • Cloud telephony
  • Social media
  • Freddy AI powered bots
  • Omniroute™ load balancing
  • Workflow automation
  • Team collaboration
  • Reporting & analytics
  • Field Service Management
  • Customer service
  • Field service
  • Shared Inbox
  • Departmental workflow/ Queue management
Extend your customer service solution to the field

With field service management, helpdesk agents and field technicians can coordinate and solve problems more effectively. Set deadlines for service tasks, schedule appointments, and ensure customer problems are resolved on time.

  • Geotag service locations
  • Smart scheduling for appointments
  • Real-time alerts for field technicians
  • Time logs and customer signatures
Real-time alerts for field technicians
  • Push notifications
    Get notifications on the Freshdesk mobile app when a service task is assigned or updated.
  • Get customer details
    Call the customer for information, navigate to their address or check task status with just one tap.
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