Proactive Outbound Text Freshdesk – effortless omnichannel service

So we are talking about…Proactive Outbound Text Freshdesk…you can utilize freshdesk for customer support so let’s get started first off you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as soon as you sign up you’re gon na get going and that will fill your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will establish your account so over here and individualize your help desk you can verify your e-mail and listed below that you can see you can include 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 listed below that you can likewise change your menu color so i’m also gon na make that pink i guess or i ought to make that black yeah and so you can upgrade those and next you’re gon na select your assistance channel so how you can be contacted by means of phone email social networks chat or forms and listed below that you can add your consumer support email so if somebody is going to be calling you you can set that email over here and next up you can welcome 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 next up over here we have our dashboard our control panel shows our

 

unresolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na offer you a chart that reveals you the patterns so if the tickets are selling out better or worse it’s going to show you a good pattern and listed below that you have your consumer complete satisfaction and you can see the portion of unfavorable actions or favorable reactions even neutral actions and the overall reactions that you have actually gotten on the best side you’re gon na have your to-do list so something that you require to contribute to your order of business you’re gon na add it over here and it’s gon na offer you a great little pointer on your basic dashboard and now on the left side we’re gon na move 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 high and urgent ones will be on the top nevertheless the other ones will be on the bottom now next up on the right side you can see over here you can filter out what type of tickets you wish to see if you want to see the tickets that are assigned to a particular person or the tickets that are still unassigned you can see them over here you can filter them out according to your needs and successive listed below that you have your basic contact and business so you can view those whichever way that you have contacted people you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever type of account information that you have about them below that you have your options tab so your service tab is a general sort of details tab which permits you to view your e-mail marketing your legal requirements

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your service related announcements so if there is something that is type of various you will discover it in your services tab and 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 pattern you can see over here you can get an assistance desk extensive ticket analysis and you can likewise view your ticket volume trends so you can Proactive Outbound Text Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you may have offered or so what is the boost or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative performance assistance operation and your basic account settings over here you can view the progress or the details of a specific team member or a group member and listed below that you can see your different channels of interaction you can likewise see your workflow and what sort of progress you have actually made what turning points that you have reached and just how much productivity each agent 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 include tags you can put it in a particular category what type of ticket this is you can alter its status you can set its priority and you can likewise set what sort of query it is so what kind of concern it is you can likewise designate a particular agent to this inquiry so you can simply include a note essentially respond

 

tto this person and now i’m going to simply 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 reply to the customer so it’s immediately going to type in hi matt rogers that’s the client name this is jane doe what might be the issue with your product i’m simply going to send that and now i have actually responded to this consumer you can also erase your responses within 10 seconds so if you make a mistake you can erase 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 need to offer to each of your customers again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have general starting with us refunds and orders info presents and coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are currently available and let’s see the length of time will shipment take that’s a question that is typically asked you can simply release this draft and then return to ticketing i’m simply gon na as a sample just select this ticket clearly the concern is different however i’m just selecting this as a sample and now i’m simply going to select this as a sample and i’m going to reply to it and you can see when you’re responding to a client on the bottom left you can see recommended options and canned kinds so you’re going to click on suggested solutions and you can see various short articles that are a pre-written answer to a client question and you can simply insert that pre-written info into your action and send it without having to

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retype the exact same kind of responses again and again so this is a very easy formula for your representatives to follow so they can easily respond to emails so another great feature that freshdesk really offers is creating groups so if you click groups in the admin area you can develop various groups for various functions so if a ticket and a problem is connected to billing you can appoint a group member so over here i have actually appointed myself in this group which person could specify their function and make them the leader of this type of billing ticket other than that you can likewise assign various in the group section you can likewise appoint various 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 consumer escalations where consumers might have raised a specific scenario and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and handy and i’ll capture you guys in the next video Proactive Outbound Text Freshdesk