Hello Freshworks Community !!
Many teams have spent years adding more channels in the name of “omnichannel.” Yet customers are still repeating themselves and agents are still chasing information. The real goal isn’t being everywhere — it’s solving the customer’s issue without friction.
In this Freshworks blog, “Omnichannel Means Solving Problems, Not Adding Channels,” the core message is:
Connected intelligence matters more than channel count.
Read it here:
Key takeaway:
Omnichannel done well means:
-
Customers move across channels without starting over
-
AI handles repetitive work so agents focus on complex needs
-
Teams launch only the channels customers actually use
-
Context carries through every interaction end-to-end
This is how support becomes simpler, faster, and genuinely customer-first.
Want to learn how to put this into practice?
That’s exactly what we’ll dive into at the Refresh Virtual Summit 2025 on Nov 18 !
You’ll get:
✨ Playbooks for simplifying CX
🤖 Real use cases of AI-powered support
🔍 Live product demos and best practices
🗺️ A look at what’s next in the Freshworks product roadmap
👉 Register now to join the conversation and transform your CX strategy for 2025 and beyond: