Freshdesk Acquires Outbound – effortless omnichannel service

So we are talking about…Freshdesk Acquires Outbound…you can utilize freshdesk for customer care so let’s begin first of all you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for complimentary as soon as you register you’re gon na get started which will load your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and customize your help desk you can verify your email and listed below that you can see you can include your language whatever type of language you want on your site change the color of your logo design so as you can see i’m gon na go with a pink and below that you can also change your menu color so i’m also gon na make that pink i guess or i should make that black yeah therefore you can upgrade those and next you’re gon na select your assistance channel so how you can be gotten in touch with by means of phone email social media chat or types and below that you can add your customer support email so if somebody is going to be calling you you can set that e-mail over here and next up you can invite someone to your team so if you have a team that is working for you if someone is going to be selling the tickets for you you can invite them over here successive over here we have our control panel our dashboard shows our

 

unsolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a chart that shows you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a good pattern and listed below that you have your consumer complete satisfaction and you can see the percentage of favorable actions or unfavorable actions even neutral responses and the total reactions that you have gotten on the ideal side you’re gon na have your to-do list so something that you require to contribute to your to-do list you’re gon na add it over here and it’s gon na offer you a good little tip on your basic control panel and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s simply state let’s sort 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 kind of tickets you wish to view if you want to see the tickets that are assigned to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and next up below that you have your basic contact and companies so you can view those whichever manner in which you have actually contacted individuals you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever kind of account information that you have about them below that you have your options tab so your option tab is a general type of details tab which enables you to view your e-mail marketing your legal requirements

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your service associated statements so if there is something that is sort of various you will find it in your options tab and below the options tab you have your analytics and reports reports are the basic general summary of the number of tickets you may have offered what is the ticket volume pattern you can see over here you can get a help desk thorough ticket analysis and you can likewise see your ticket volume patterns so you can Freshdesk Acquires Outbound

see on the best side you have your today’s ticket inside so how many tickets you may have offered approximately what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative efficiency assistance operation and your general account settings over here you can see the development or the details of a particular employee or a group member and listed below that you can see your different channels of interaction you can also view your workflow and what type of development you have made what turning points that you have actually reached and how much efficiency each representative has you can see that from over here returning 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 kind of ticket this is you can alter its status you can set its top priority and you can also set what sort of query it is so what kind of concern it is you can also appoint a specific representative to this query so you can just include a note essentially respond

 

tto this person and now i’m going to just tell them i will be resolving your ticket your problem now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to include this note now i’m going to reply to the consumer so it’s instantly going to enter hi matt rogers that’s the customer name this is jane doe what might be the problem with your product i’m just going to send that and now i have actually responded to this consumer you can likewise erase your reactions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a similar kind of response you require to give to each of your clients again and again you’re going to go into the services tab and over here you can see there is the categories you have general starting with us orders and refunds info gifts and coupons and truths and questions so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see for how long will delivery take that’s a question that is often asked you can simply publish this draft and after that return to ticketing i’m just gon na as a sample just select this ticket clearly the concern is various but i’m just selecting this as a sample and now i’m just going to pick this as a sample and i’m going to respond to it and you can see when you’re responding to a customer on the bottom left you can see recommended services and canned forms so you’re going to click recommended options and you can see various posts that are a pre-written answer to a client question and you can simply insert that pre-written information into your response and send it without needing to

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retype the same kind of responses again and again so this is a very simple formula for your representatives to follow so they can easily react to emails so another terrific feature that freshdesk actually provides is creating groups so if you click groups in the admin area you can produce different groups for various purposes so if a concern and a ticket is connected to billing you can assign a group member so over here i’ve designated myself in this group which person might define their role and make them the leader of this kind of billing ticket other than that you can also designate different in the group section you can likewise appoint various tickets to different groups and once 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 consumer escalations where consumers may have elevated a specific situation and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you men found this easy to understand and valuable and i’ll catch you men in the next video Freshdesk Acquires Outbound