Product(s): Freshdesk Omni
Overall Comment:"Freshdesk OMNI has given us the chance to really tailor our customer experience to their individual needs. Insurance has somewhat lagged behind in the past in managing the modern customer through telephony. Since onboarding Freshdesk and utilising its capabilities around case management and automation, we've been able to keep the customer informed at regular intervals and reduce our operational overheads. Whilst wanting to move into the future, we need to appreciate all demographics and vulnerabilities of customers by allowing them the opportunity to use the method of interaction that best suits them. Whether that's self serving through a Fresh Help Hub, to engaging with a Chat Bot to drill down into specific content they want to surface immediately or by picking up the phone, Freshdesk allows us to manage multiple customer contacts, in different forms, simultaneously. "
It's extremely intuitive and the low code/no code approach allows us to have a variety of admin users that aren't technically from an IT background and have more expertise in customer service to build robust workflows that work for different clients and lines of business.
Reporting and Analytics is the area where I find it most challenging to gain meaningful insights. It's the one part of the system, in my opinion, that lacks an intuitive approach to building and customising meaningful reports. Additionally, many rules apply broadly across all products and services, such as generating a portal account when a ticket is created. Not every line of business in our system requires a portal account and often this can be confusing for customers. We require portal accounts for some lines of business and hence the conflict.