Ivr Phone Trees Freshdesk – effortless omnichannel service

So we are talking about…Ivr Phone Trees Freshdesk…you can utilize freshdesk for customer service so let’s start first off you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as soon as you register you’re gon na get started which will fill your basic dashboard so when you’re starting 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 validate your e-mail and below that you can see you can include your language whatever sort of language you desire on your website change the color of your logo so as you can see i’m gon na choose a pink and listed below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah therefore you can update those and next you’re gon na select your support channel so how you can be called by means of phone e-mail social networks chat or types and below that you can add your client support e-mail so if somebody is going to be calling you you can set that email over here and next up you can invite someone to your team so if you have a team that is working for you if somebody is going to be offering the tickets for you you can welcome them over here next up over here we have our control panel our control panel shows our

 

unsettled tickets overdue 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 reveals you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a good trend and below that you have your consumer complete satisfaction and you can see the percentage of favorable reactions or negative responses even neutral responses and the overall actions that you have actually gotten on the right side you’re gon na have your to-do list so something that you need to contribute to your order of business you’re gon na include it over here and it’s gon na provide you a good little tip on your basic dashboard and now on the left side we’re gon na proceed 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 leading however 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 sort of tickets you wish to see if you wish to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out based on your requirements and successive listed below that you have your basic contact and companies so you can view those whichever manner in which you have actually gotten in touch with individuals you can see their email addresses uh their company titles their contact number facebook twitter whatever type of account details that you have about them listed below that you have your solutions tab so your option tab is a basic kind of details tab which allows you to see your e-mail marketing your legal requirements

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your service associated statements so if there is something that is type of miscellaneous you will discover it in your options tab and listed below the options tab you have your reports and analytics reports are the fundamental general overview of the number of tickets you may have offered what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can also see your ticket volume patterns so you can Ivr Phone Trees Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have sold or so 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 representative efficiency assistance operation and your basic account settings over here you can see the progress or the details of a specific staff member or a group member and listed below that you can see your different channels of interaction you can likewise view your workflow and what kind of progress you have actually made what milestones that you have actually reached and how much productivity each representative has you can see that from over here going back into tickets i’m going to reveal you how you can fix 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 particular classification what sort of ticket this is you can change its status you can set its top priority and you can likewise set what kind of inquiry it is so what kind of concern it is you can also assign a particular representative to this inquiry so you can simply add a note basically reply

 

tto this person and now i’m going to just tell them i will be resolving your ticket your issue now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to add this note now i’m going to respond to the customer so it’s instantly going to enter hi matt rogers that’s the customer name this is jane doe what might be the concern with your product i’m simply going to send out that and now i have responded to this customer you can also erase your actions within 10 seconds so if you slip up 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 sort of response you require to give to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the categories you have actually general getting started with us orders and refunds details gifts and vouchers and realities and concerns so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see how long will shipment take that’s a question that is often asked you can simply publish this draft and then go back to ticketing i’m just gon na as a sample just choose this ticket clearly the concern 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 replying to a consumer on the bottom left you can see recommended services and canned types so you’re going to click on suggested services and you can see various articles that are a pre-written answer to a client concern and you can simply place that pre-written info into your action and send it without having to

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retype the very same kind of responses again and again so this is a very easy formula for your agents to follow so they can easily react to emails so another terrific function that freshdesk really supplies is developing groups so if you click on groups in the admin area you can produce different groups for different functions so if a concern and a ticket is associated with billing you can appoint a group member so over here i’ve assigned myself in this group which individual could define their role and make them the leader of this type of billing ticket aside from that you can also appoint different in the group section you can also assign various tickets to various groups and as soon as 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 customers may have raised a particular circumstance and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and helpful and i’ll catch you guys in the next video Ivr Phone Trees Freshdesk