Omnichannel in the HelpDeskEddy system (06.06.2019)

Greetings, colleagues!

It's no secret that support for all communication channels, such as messengers (Telegram, Viber, WhatsApp), social networks (VK, Facebook, OK) or chat on the site in our world - is a must have and this is already a reality. The problem is that in certain communication channels, customers are used to a certain style of communication, which is also expected from you, including time of reaction. If the response to e-mail within 2 hours is an expected client’s reaction, then from messengers (WhatsApp, Viber, Telegram, or social networks), the client waits for a rapid response (it can be a little slower than a phone call, but still "immediately").

In such channels, it is necessary to communicate online - this is the main task of this module.

In connection with this demand, we are pleased to introduce you the Omnichannel module in our system!

 Omnichannel allows and includes:

  • Centralized management of all appeals from a single window by operators;
  • Provides a complete, advanced analytics for appeals;
  • Control over all customer appeals and agents’ work;
  • Increasing the loyalty of the current and future clients.

More information about Omnichannel can be found in this short video:

It is obvious that Omnichannel is an integral part and a necessary function of the development of any business in the future.

In the HelpDeskEddy system all appeals that come to you from messengers or social channels: VK, Facebook, OK, Whatsapp, Viber, Telegram, or from the chat widget are now located in a single Omnichannel module.

This module provides the most comfortable work for both the supervisor and the operator: promptly respond to appeals, viewing history in a single window, handle other chats, tickets transfers etc. With the convenience of working with the interface, the operator will be able to provide the necessary information to the client as soon as possible and client, in turn, will use the convenient communication channel for himself.

For more information about the Omnichannel module, see our Knowledge Base.


We hope that these innovations will be useful to you, in case of any wishes or improvements, please contact us:

  • skype: helpdeskeddy