The Total Economic Impact™ Of Freshdesk Omni

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Forrester reveals.</p> <div class="mt-md"> <a title="" class="button button--solid in-page-scroll" rel="noopener" role="button" tabindex="0" target="_blank" data-scroll-to="trial">Get the Study</a> </div> </div> <div class="col-md-6 "> <div class="lazy-image-wrapper loaded " style=""> <img class="original-image fadeIn " alt="Forrester study" title="" src="https://website-assets-fw.freshworks.com/attachments/cls2weoz001qiotoagxq25jub-hero-banner.one-half.png" srcset="" fetchpriority="high" /> </div> </div> </div> </div> </section> <section id="117729608642744" class="section-bucket section-text-media l-section section-light-grey "> <div class="feature-screenshot-left "> <div class="l-page container"> <div class="row banner-vertical-alignment flex-row-reverse"> <div id="feature-content-98685113127063" class=" feature-screenshot-left__content col-md-6"> <p><span class="mb-md pre-text product-pre-text">WHAT’S INSIDE</span></p> <h3 class="feature-heading">Evaluate the ROI of Freshdesk Omni</h3> <p>Forrester Consulting conducted a Total Economic Impact™ (TEI) study on behalf of Freshworks to quantify the potential benefits of using Freshdesk Omni. Learn how investing in our comprehensive, AI-powered solution helped our customers drive: </p> <ul> <li>$1.3 million in cost savings by shifting to self-service and lower-cost channels</li> <li>$493,000 in cost savings through improved agent efficiency</li> <li>225% ROI over three years</li> </ul> <div class="pt-sm mobile-align-center"> <a title="" class="button button--solid in-page-scroll" rel="" role="button" tabindex="0" target="_self" data-scroll-to="trial">Read the full Study</a> </div> </div> <div class="feature-screenshot-left__media feature-screenshot__media-container col-md-6"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/cls2wq0x501y5otoada3kgwya-evaluate-the-roi-of-freshworks-customer-service-suite.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cls2wq0x501y5otoada3kgwya-evaluate-the-roi-of-freshworks-customer-service-suite.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cls2wq0x501y5otoada3kgwya-evaluate-the-roi-of-freshworks-customer-service-suite.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cls2wq0x501y5otoada3kgwya-evaluate-the-roi-of-freshworks-customer-service-suite.one-sixth.png 2x" alt="A person with a tablet/computer with a box representing the 3 stats mentioned in the content." /> <img class="original-image fadeIn " alt="A person with a tablet/computer with a box representing the 3 stats mentioned in the content." title="" src="" srcset="" /> </div> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-98685113127063'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> </section> <section class="section-content-grid section-content-grid-home pt-xl "> <div class="l-page container "> <div class="l-section-heading"> <h2 class="align-center">One powerful solution. Multiple business benefits*.</h2> </div> <div class="row"> <div class="l-col-widget col-sm-4"> <div class="icon-big feature-description-icon-d" style="margin: 0 auto; background-image: url(https://website-assets-fw.freshworks.com/attachments/cls3dm2ks00xq29oaaq1dl09z-benefits-to-company.full.png);" role="img" aria-label=""></div> <div class="align-center feature-description-text-d"> <h2><strong>$2.02 million</strong></h2> <p>Benefits to company</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-big feature-description-icon-d" style="margin: 0 auto; background-image: url(https://website-assets-fw.freshworks.com/attachments/cls3dm2j601jub6oau6zthi4c-reduction-in-handling-time.full.png);" role="img" aria-label=""></div> <div class="align-center feature-description-text-d"> <h2><strong>30%</strong></h2> <p>Reduction in average handling time</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-big feature-description-icon-d" style="margin: 0 auto; background-image: url(https://website-assets-fw.freshworks.com/attachments/cls3dm2kt00xr29oazqjpsscp-self-service.full.png);" role="img" aria-label=""></div> <div class="align-center feature-description-text-d"> <h2><strong>4x</strong></h2> <p>Increase in issues resolved via self-service</p> </div> </div> </div> </div> </section> <section id="" data-text-list="[]" data-scroll-target="#" class="pb-xl align-center " > <div class="container banner-content l-banner " data-scroll-target=""> <p><em><span class="note-text">*These results are based on a composite organization over three years.</span></em></p> </div> </section> <section class="l-section badges-logos" data-scroll-target=""> <div class="l-page container align-center"> <div class="l-section-heading"> <h2>Industry experts have spoken</h2> </div> <div class="badge-logo"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/cln0ie5cr01xfbgfna58goo7u-gartner-5magicquadrant-171x120.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cln0ie5cr01xfbgfna58goo7u-gartner-5magicquadrant-171x120.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cln0ie5cr01xfbgfna58goo7u-gartner-5magicquadrant-171x120.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cln0ie5cr01xfbgfna58goo7u-gartner-5magicquadrant-171x120.one-sixth.png 2x" alt="Gartner Magic Quadrant Badge" /> <img class="original-image fadeIn " alt="Gartner Magic Quadrant Badge" title="" src="" srcset="" /> </div> <p class="sailec-medium-14"></p> </div> <div class="badge-logo"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/cljnvlg2y00czkcfn2titfnfk-trustradius-2023.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cljnvlg2y00czkcfn2titfnfk-trustradius-2023.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cljnvlg2y00czkcfn2titfnfk-trustradius-2023.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cljnvlg2y00czkcfn2titfnfk-trustradius-2023.one-sixth.png 2x" alt="trustradius best feature set winter 2023" /> <img class="original-image fadeIn " alt="trustradius best feature set winter 2023" title="" src="" srcset="" /> </div> <p class="sailec-medium-14"></p> </div> <div class="badge-logo"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/cljnvgqii00ilj4fn2jgxu7jz-capterra-shortlist-2023.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cljnvgqii00ilj4fn2jgxu7jz-capterra-shortlist-2023.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cljnvgqii00ilj4fn2jgxu7jz-capterra-shortlist-2023.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cljnvgqii00ilj4fn2jgxu7jz-capterra-shortlist-2023.one-sixth.png 2x" alt="capterra shortlist 2023" /> <img class="original-image fadeIn " alt="capterra shortlist 2023" title="" src="" srcset="" /> </div> <p class="sailec-medium-14"></p> </div> <div class="badge-logo"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/cls36becm0008b6oa4a2ry0lb-softwareproducts.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cls36becm0008b6oa4a2ry0lb-softwareproducts.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cls36becm0008b6oa4a2ry0lb-softwareproducts.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cls36becm0008b6oa4a2ry0lb-softwareproducts.one-sixth.png 2x" alt="softwareproducts" /> <img class="original-image fadeIn " alt="softwareproducts" title="" src="" srcset="" /> </div> <p class="sailec-medium-14"></p> </div> </div> </section> <section id="trial" class="section-bucket section-text-media l-section " data-scroll-target="trial"> <div class="l-page container align-center mb-lg"> <h2 class="align-center mb-lg">Elevate your customer service with a unified solution</h2> </div> <div class="l-page container"> <div class="row "> <div class="col-md-6"> <p>Control support costs, boost agent productivity, and achieve higher CSAT with the AI-powered Freshdesk Omni. Key findings from Forrester include:</p> <ul> <li> <p>$493,000 saved through enhanced agent productivity</p> </li> <li> <p>$142,000 cost savings by retiring legacy tools</p> </li> <li> <p>Less than six months payback period</p> </li> </ul> </div> <div class="col-md-6 align-center"> <div class="form-wrapper animate-form-wrapper form-white-bg "> <div class="align-center" data-form-heading> </div> <form class="generic-form form-field-container" title="Elevate your customer service with a unified solution" id="form-86565888709000" data-target="" data-tracking="freshmarketer" data-functionality="navigate_url" data-gatarget="" data-open-url="https://www.freshworks.com/assets/resources/The-TEI-of-Freshdesk-Omni-2024.pdf" data-is-new-tab="true" data-lh-ticket-subject="none" > <input type="hidden" class="custom-inputs type-freshmarketer" name="Marketing Campaign" data-custom-db-value="IMT_Content_Global_TEI of Freshworks CSS 2024_Freshworks CSS_9Jan2024" data-custom-value="IMT_Content_Global_TEI of Freshworks CSS 2024_Freshworks CSS_9Jan2024" data-custom-type="static" aria-label="Marketing Campaign" aria-hidden="true" /> <input type="hidden" class="custom-inputs type-freshmarketer" name="Source" data-custom-db-value="Content" data-custom-value="Content" data-custom-type="static" aria-label="Source" aria-hidden="true" /> <input type="hidden" class="custom-inputs type-freshmarketer" name="Engagement Status" data-custom-db-value="Content - Downloaded/External List buy" data-custom-value="Content - Downloaded/External List buy" data-custom-type="static" aria-label="Engagement Status" aria-hidden="true" /> <input type="hidden" class="custom-inputs type-freshmarketer" name="Product" data-custom-db-value="Freshworks Customer Service Suite" data-custom-value="Freshworks Customer Service Suite" data-custom-type="static" aria-label="Product" aria-hidden="true" /> <input type="hidden" class="custom-inputs type-freshmarketer" name="Recent Note" data-custom-db-value="https://docs.google.com/spreadsheets/d/1adHoojVBMyJMeNjzkW3gPhnP8TmH6UdiA41ACuG5pwA/edit?usp=sharing" data-custom-value="https://docs.google.com/spreadsheets/d/1adHoojVBMyJMeNjzkW3gPhnP8TmH6UdiA41ACuG5pwA/edit?usp=sharing" data-custom-type="static" aria-label="Recent Note" aria-hidden="true" /> <input type="hidden" class="custom-inputs type-freshmarketer" name="Campaign Date" data-custom-db-value="09/Jan/2024" data-custom-value="09/Jan/2024" data-custom-type="static" aria-label="Campaign Date" aria-hidden="true" /> <input style="display:none" class="fm-list-id" name="fm-list-id" value="25000008075" aria-label="fm list id" aria-hidden="true"> <input style="display:none" class="fm-asset-id" value="6318851" aria-hidden="true" aria-label="fm asset id"/> <fieldset role="none"> <div class="name-field-wrapper "> <div class="name-field"> <div class="form-field"> <i class="icon-user" aria-hidden="true"></i> <input type="text" title="First Name" name="first-name" class="first-name-form" placeholder=" " data-disable-prefill="false" data-name-validate="Name contains invalid characters" id="first-name-0-86565888709000" aria-labelledby="first-name-0-86565888709000-label" aria-invalid="false" aria-errormessage="first-name-err-0-86565888709000" autocomplete="given-name" data-html-injection-validate /> <label id="first-name-0-86565888709000-label" class="form-placeholder" for="first-name-0-86565888709000">First Name</label> <div id="first-name-err-0-86565888709000" class="error-wrapper" role="alert"></div> </div> </div> <div class="name-field"> <div class="form-field"> <input type="text" title="Last Name" name="last-name" class="last-name-form" placeholder=" " data-disable-prefill="false" data-name-validate="Name contains invalid characters" id="last-name-0-86565888709000" aria-labelledby="last-name-0-86565888709000-label" aria-invalid="false" aria-errormessage="last-name-err-0-86565888709000" autocomplete="family-name" data-html-injection-validate /> <label id="last-name-0-86565888709000-label" class="form-placeholder" for="last-name-0-86565888709000">Last Name</label> <div id="last-name-err-0-86565888709000" class="error-wrapper" role="alert"></div> </div> </div> </div> <div class="form-field"> <i class="icon-company" aria-hidden="true"></i> <input type="text" title="Company Name" name="company" class="company-form" data-company-min-length="Company should be minimum of 3 characters" id="company-1-86565888709000" placeholder=" " aria-labelledby="company-1-86565888709000-label" aria-invalid="false" aria-errormessage="company-err-1-86565888709000" data-html-injection-validate > <label id="company-1-86565888709000-label" class="form-placeholder" for="company-1-86565888709000">Company Name</label> <div id="company-err-1-86565888709000" class="error-wrapper" role="alert"></div> </div> <div class="form-field "> <i class="icon-email" aria-hidden="true"></i> <input type="email" title="Business email only" name="email" class="email-form" placeholder=" " required data-email-required="Please enter a valid email address" data-email-invalid="Please enter a valid email address" data-email-business-only="Business email only" id="email-2-86565888709000" data-disable-prefill="false" aria-labelledby="email-2-86565888709000-label" aria-invalid="false" aria-errormessage="email-err-2-86565888709000" autocomplete="email" data-html-injection-validate > <label id="email-2-86565888709000-label" class="form-placeholder" for="email-2-86565888709000">Business email only</label> <div id="email-err-2-86565888709000" class="error-wrapper" role="alert"></div> </div> <div class="form-field"> <i class="icon-mobile" aria-hidden="true"></i> <input type="text" title="Phone Number" name="phone" class="phone-form" data-phone-invalid="Only number and hyphens are allowed" required data-phone-required="" data-phone-minlength = "Phone Number should be minimum of 8 digits" id="phone-3-86565888709000" placeholder=" " aria-labelledby="phone-3-86565888709000-label" aria-invalid="false" aria-errormessage="phone-err-3-86565888709000" data-html-injection-validate > <label id="phone-3-86565888709000-label" class="form-placeholder" for="phone-3-86565888709000">Phone Number</label> <div id="phone-err-3-86565888709000" class="error-wrapper" role="alert"></div> </div> </fieldset> <fieldset role="none"> <input type="submit" aria-label="Download the Study" value="Download the Study" class="button button--solid button--block" /> <div class="copy_write-text align-center "> <p><strong>By clicking “Download the Study</strong><strong>”, I understand that Freshworks will process my personal information in accordance with its <a href="https://www.freshworks.com/privacy/">Privacy Notice</a> and consent to receiving marketing communications related to Freshworks’ business, services, and events. I can unsubscribe from these communications at any time.</strong></p> </div> <div class="eu-extra-info "> <div class="gdpr form-field"> <div class="checkbox-wrapper"> <label class="checkbox-control cb col-sm-12 promotional-offers"> <input type="checkbox" class="cb-type" name="send_promotions" value="true" required data-gdpr-consent-error="Please read and check the consent box above" aria-invalid="false" aria-errormessage="send_promotions-err-31163719935258" > <div class="checkbox-control-indicator" aria-hidden="true"></div> <span>I agree to receive occasional information (via mail or phone) about Freshdesk Omni. (You can unsubscribe at any time.) </span> </label> <div id="send_promotions-err-31163719935258" class="error-wrapper" role="alert"></div> </div> </div> <div class="signup-terms"> <strong>By clicking “Download the Study</strong><strong>”, I understand that Freshworks will process my personal information in accordance with its <a href="https://www.freshworks.com/privacy/">Privacy Notice</a> and consent to receiving marketing communications related to Freshworks’ business, services, and events. I can unsubscribe from these communications at any time.</strong> </div> </div> </fieldset> </form> </div> <script type="text/javascript"> FW.onLoad(function () { FW.Utils.FormUtilities.validation('generic-form', 'form-field', FW.Submit.genericForm); }); window.addEventListener('load', function (e) { }); </script> </div> </div> </div> </section> <section id="" class="l-section section-light-grey casestudy-resource-section " data-scroll-target="" > <div id="" class="l-page container align-center "> <div class="l-section-heading align-center"> <h2>Resources to define your customer service strategy</h2> </div> <div class="row" id="resource-card-row-22507131064353"> <span class="card-item " href="https://www.freshworks.com/resources/cs-2023-benchmark-report/" data-filter="card-item"> <div class="card-box col-sm-4 col-md-3 resource-casestudy"> <div class="resource-box"> <div class="resource-box-left"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image resources-box-image" data-src="https://website-assets-fw.freshworks.com/attachments/cls3cd11d01ehb6oahxufqs6g-customer-service-benchmark-report.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cls3cd11d01ehb6oahxufqs6g-customer-service-benchmark-report.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cls3cd11d01ehb6oahxufqs6g-customer-service-benchmark-report.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cls3cd11d01ehb6oahxufqs6g-customer-service-benchmark-report.one-sixth.png 2x" alt="Customer Service Benchmark Report 2023" /> <img class="original-image fadeIn resources-box-image " alt="Customer Service Benchmark Report 2023" title="" src="" srcset="" /> </div> </div> <div class="resource-box-right course-card"> <p class="para-18"><strong>Customer Service Benchmark Report 2023</strong></p> <p>Target and surpass industry standards for critical support metrics.</p> </div> </div> </div> </span> <span class="card-item " href="https://www.freshworks.com/customer-service-suite/cx-automation-ebook/" data-filter="card-item"> <div class="card-box col-sm-4 col-md-3 resource-casestudy"> <div class="resource-box"> <div class="resource-box-left"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image resources-box-image" data-src="https://website-assets-fw.freshworks.com/attachments/cls3cd0v400ty29oa9k43reuf-how-to-automate-support-with-ai.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cls3cd0v400ty29oa9k43reuf-how-to-automate-support-with-ai.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cls3cd0v400ty29oa9k43reuf-how-to-automate-support-with-ai.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cls3cd0v400ty29oa9k43reuf-how-to-automate-support-with-ai.one-sixth.png 2x" alt="How to automate support with AI" /> <img class="original-image fadeIn resources-box-image " alt="How to automate support with AI" title="" src="" srcset="" /> </div> </div> <div class="resource-box-right course-card"> <p class="para-18"><strong>How to automate support with AI</strong></p> <p>11 AI-driven strategies to scale fast, consistent customer service.</p> </div> </div> </div> </span> <span class="card-item " href="https://www.freshworks.com/resources/videos/customer-spotlight/travel-counsellors/" data-filter="card-item"> <div class="card-box col-sm-4 col-md-3 resource-casestudy"> <div class="resource-box"> <div class="resource-box-left"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image resources-box-image" data-src="https://website-assets-fw.freshworks.com/attachments/cls38gxy9006v29oaoqr0u119-travel-counsellors.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cls38gxy9006v29oaoqr0u119-travel-counsellors.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cls38gxy9006v29oaoqr0u119-travel-counsellors.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cls38gxy9006v29oaoqr0u119-travel-counsellors.one-sixth.png 2x" alt="How Travel Counsellors hit a 96% CSAT" /> <img class="original-image fadeIn resources-box-image " alt="How Travel Counsellors hit a 96% CSAT" title="" src="" srcset="" /> </div> </div> <div class="resource-box-right course-card"> <p class="para-18"><strong>How Travel Counsellors hit a 96% CSAT</strong></p> <p>The U.K.’s leading travel agency trusts Freshworks to scale personalized support.</p> </div> </div> </div> </span> </div> </div> </section> <script type="text/javascript" defer> window.socTrack = { siteid: "www.freshworks.com", isFormTrackingEnabled: false, isApiModeEnabled: true }; (function(i, s, o, g) { var a = s.createElement(o); a.src = g; var m = s.getElementsByTagName('head')[0]; m.appendChild(a); })(window, document, 'script', (/^http:/.test(document.location) ? 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