American Express Freshdesk – effortless omnichannel service

So we are talking about…American Express Freshdesk…you can utilize freshdesk for customer care so let’s start to begin with you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as quickly as you sign up you’re gon na get going which will fill your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and customize your aid desk you can verify your e-mail and below that you can see you can include your language whatever kind of language you desire on your site change the color of your logo so as you can see i’m gon na choose a pink and below that you can also change your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah and so you can upgrade those and next you’re gon na pick your assistance channel so how you can be called through phone email social media chat or types and listed below that you can add your client assistance email so if somebody is going to be calling you you can set that email over here and next up you can welcome somebody to your team so if you have a group that is working for you if someone is going to be offering the tickets for you you can welcome them over here successive over here we have our dashboard our control panel shows our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a chart that reveals you the trends so if the tickets are selling out better or worse it’s going to show you a nice trend and below that you have your customer fulfillment and you can see the percentage of negative actions or positive reactions even neutral actions and the total reactions that you have actually gotten on the ideal side you’re gon na have your to-do list so something that you require to add to your to-do list you’re gon na include it over here and it’s gon na offer you a nice little suggestion on your basic control panel and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s just say let’s sort them by their status and now you can see immediate and high ones will be on the leading nevertheless the other ones will be on the bottom now next up on the best side you can see over here you can filter out what type of tickets you want to view if you want to see the tickets that are designated to a particular person or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and next up listed below that you have your basic contact and companies so you can see those whichever manner in which you have actually called people you can see their email addresses uh their business titles their telephone number facebook twitter whatever kind of account information that you have about them below that you have your solutions tab so your option tab is a basic type of details tab which permits you to see your e-mail marketing your legal requirements

Get American Express Freshdesk support, customer, ticket, software, zendesk,

your service related statements so if there is something that is type of miscellaneous you will find it in your options tab and listed below the services tab you have your analytics and reports reports are the basic general introduction of the number of tickets you may have offered what is the ticket volume trend you can see over here you can get an assistance desk thorough ticket analysis and you can likewise see your ticket volume trends so you can American Express Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have sold approximately what is the increase or decrease in these sales you can see getting seven tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow agent efficiency assistance operation and your general account settings over here you can view the development or the information of a certain staff member or a group member and listed below that you can see your different channels of communication you can likewise view your workflow and what kind of development you have actually made what turning points that you have reached and just how much performance each agent has you can see that from over here going back into tickets i’m going to show you how you can solve a ticket so over here at the top we have how can i refund my order and over here you can see you can include tags you can put it in a particular category what type of ticket this is you can change its status you can set its top priority and you can likewise set what type of query it is so what type of concern it is you can also designate a particular representative to this question so you can just include a note basically respond

 

tto this person and now i’m going to just tell them i will be solving your ticket your issue now i’m going to set this as a pending ticket and now i’m going to update the status i’m going to include this note now i’m going to respond to the client so it’s instantly going to type in hi matt rogers that’s the client name this is jane doe what might be the concern with your product i’m just going to send out that and now i have actually replied to this client you can also erase your reactions within 10 seconds so if you slip up you can erase them within a few seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a similar sort of response you require to offer to each of your customers again and again you’re going to go into the solutions tab and over here you can see there is the categories you have actually basic getting started with us orders and refunds info gifts and vouchers and realities and questions so in fact in questions you can see over here there is some draft templates that are already offered and let’s see the length of time will delivery take that’s a concern that is often asked you can just publish this draft and after that go back to ticketing i’m just gon na as a sample simply select this ticket undoubtedly the question is different but i’m just choosing this as a sample and now i’m simply going to choose this as a sample and i’m going to respond to it and you can see when you’re responding to a consumer on the bottom left you can see suggested services and canned kinds so you’re going to click suggested solutions and you can see different articles that are a pre-written answer to a consumer question and you can simply insert that pre-written info into your response and send it without having to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the very same kind of responses again and again so this is an extremely simple formula for your agents to follow so they can easily respond to e-mails so another excellent function that freshdesk really offers is producing groups so if you click groups in the admin section you can produce different groups for various functions so if a problem and a ticket is related to billing you can appoint a group member so over here i’ve appointed myself in this group which individual could define their function and make them the leader of this type of billing ticket besides that you can also designate various in the group area you can also appoint various tickets to various groups and when you have actually done that you can even set like hierarchies so who is the billing head and who is the escalation’s head and escalations are the customer escalations where clients may have raised a specific situation and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and handy and i’ll capture you people in the next video American Express Freshdesk

 

 

American Express Freshdesk – effortless omnichannel service

So we are talking about…American Express Freshdesk…you can utilize freshdesk for client service so let’s start to begin with you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as quickly as you sign up you’re gon na get started which will pack your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and customize your aid desk you can verify your email and listed below that you can see you can add your language whatever sort of language you want on your site alter the color of your logo design so as you can see i’m gon na opt for a pink and below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah therefore you can update those and next you’re gon na choose your support channel so how you can be gotten in touch with via phone email social networks chat or types and below that you can add your consumer support e-mail so if someone is going to be calling you you can set that email over here and next up you can invite somebody to your group so if you have a team that is working for you if somebody is going to be selling the tickets for you you can welcome them over here next up over here we have our control panel our dashboard reveals our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a graph that shows you the patterns so if the tickets are selling out much better or worse it’s going to show you a nice pattern and listed below that you have your customer complete satisfaction and you can see the portion of favorable responses or negative responses even neutral actions and the overall responses that you have received on the right side you’re gon na have your to-do list so something that you need to add to your to-do list you’re gon na add it over here and it’s gon na give you a nice little suggestion on your basic control panel and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s simply state let’s arrange them by their status and now you can see urgent and high ones will be on the top nevertheless the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what sort of tickets you wish to see if you want to see the tickets that are designated to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and next up below that you have your basic contact and business so you can view those whichever manner in which you have actually contacted people you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever sort of account details that you have about them listed below that you have your solutions tab so your solution tab is a general type of details tab which enables you to view your e-mail marketing your legal requirements

Get American Express Freshdesk support, customer, ticket, software, zendesk,

your service associated statements so if there is something that is sort of miscellaneous you will discover it in your solutions tab and below the options tab you have your reports and analytics reports are the basic general summary of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get an assistance desk thorough ticket analysis and you can also see your ticket volume trends so you can American Express Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have sold approximately what is the boost or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow agent productivity assistance operation and your general account settings over here you can see the progress or the information of a specific employee or a group member and listed below that you can see your different channels of communication you can likewise view your workflow and what kind of progress you have made what milestones that you have actually reached and how much performance each representative has you can view that from over here going back into tickets i’m going to reveal you how you can deal with a ticket so over here at the top we have how can i refund my order and over here you can see you can add tags you can put it in a specific classification what type of ticket this is you can alter its status you can set its concern and you can also set what sort of query it is so what type of question it is you can also assign a specific agent to this query so you can just add a note essentially respond

 

tto this person and now i’m going to just tell them i will be fixing your ticket your problem now i’m going to set this as a pending ticket and now i’m going to update the status i’m going to add this note now i’m going to respond to the client so it’s immediately going to type in hi matt rogers that’s the customer name this is jane doe what might be the concern with your product i’m just going to send that and now i have actually responded to this client you can likewise delete your actions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a comparable sort of reaction you need to offer to each of your consumers again and again you’re going to go into the solutions tab and over here you can see there is the categories you have actually general getting started with us orders and refunds information gifts and coupons and realities and questions so in fact in questions you can see over here there is some draft templates that are currently readily available and let’s see for how long will delivery take that’s a question that is frequently asked you can just release this draft and after that go back to ticketing i’m simply gon na as a sample simply choose this ticket certainly the question is various however i’m simply picking this as a sample and now i’m just going to select this as a sample and i’m going to respond to it and you can see when you’re responding to a client on the bottom left you can see recommended solutions and canned kinds so you’re going to click suggested options and you can see different short articles that are a pre-written answer to a consumer question and you can just place that pre-written information into your response and send it without needing to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the same type of answers again and again so this is an extremely easy formula for your agents to follow so they can quickly react to emails so another fantastic feature that freshdesk really provides is producing groups so if you click on groups in the admin area you can produce different groups for various functions so if a problem and a ticket is connected to billing you can appoint a group member so over here i have actually assigned myself in this group and that individual could define their role and make them the leader of this type of billing ticket aside from that you can likewise appoint different in the group area you can likewise designate different tickets to various groups and once you’ve done that you can even set like hierarchies so who is the billing head and who is the escalation’s head and escalations are the customer escalations where customers might have elevated a specific scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and practical and i’ll catch you men in the next video American Express Freshdesk