Shopbees Freshdesk – effortless omnichannel service

So we are talking about…Shopbees Freshdesk…you can utilize freshdesk for customer care so let’s get going first of all you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for free as soon as you register you’re gon na get going which will load 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 help desk you can confirm your e-mail and below that you can see you can include your language whatever sort of language you desire on your website alter the color of your logo design so as you can see i’m gon na choose a pink and listed below that you can also alter your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah therefore you can update 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 below that you can add your client support e-mail so if somebody is going to be calling you you can set that e-mail over here and next up you can welcome someone to your group so if you have a group that is working for you if somebody is going to be offering the tickets for you you can invite them over here successive over here we have our dashboard our dashboard reveals our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na give you a chart that reveals you the trends so if the tickets are selling out better or even worse it’s going to show you a great trend and listed below that you have your consumer complete satisfaction and you can see the portion of negative responses or favorable responses even neutral reactions and the overall actions that you have gotten on the right 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 give you a good little tip on your basic control panel and now on the left side we’re gon na proceed to tickets you can arrange 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 top 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 sort of tickets you want to see if you wish to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and successive listed below that you have your basic contact and business so you can view those whichever way that you have called individuals 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 listed below that you have your solutions tab so your service tab is a general sort of information tab which allows you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is sort of miscellaneous you will find it in your services tab and below the options tab you have your analytics and reports reports are the basic general summary of the number of tickets you might have sold what is the ticket volume trend you can see over here you can get an assistance desk in-depth ticket analysis and you can also view your ticket volume patterns so you can Shopbees Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you might have sold or so what is the boost or reduce in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow representative efficiency assistance operation and your general 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 kind of progress you have made what milestones that you have actually reached and just how much productivity each agent has you can see that from over here returning into tickets i’m going to show you how you can resolve 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 classification what sort of ticket this is you can alter its status you can set its top priority and you can also set what kind of query it is so what kind of concern it is you can likewise designate a particular representative to this query so you can simply add a note generally respond

 

tto this person and now i’m going to simply 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 customer so it’s immediately going to enter hi matt rogers that’s the consumer name this is jane doe what might be the problem with your product i’m simply going to send out that and now i have actually replied to this client you can also delete your responses within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a similar type of response you need to offer to each of your customers again and again you’re going to go into the services tab and over here you can see there is the categories you have actually basic getting going with us orders and refunds information gifts and vouchers and truths and concerns so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see for how long will delivery take that’s a question that is often asked you can just release this draft and then return to ticketing i’m simply gon na as a sample simply choose this ticket clearly the concern is different but 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 consumer on the bottom left you can see recommended services and canned kinds so you’re going to click on recommended services and you can see different short articles that are a pre-written answer to a customer concern and you can just insert that pre-written info into your response and send it without having to

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retype the same kind of answers again and again so this is a really easy formula for your representatives to follow so they can easily react to emails so another terrific function that freshdesk actually provides is producing groups so if you click groups in the admin section you can develop various groups for various purposes so if a ticket and a concern is related to billing you can appoint a group member so over here i have actually designated myself in this group and that person could specify their role and make them the leader of this sort of billing ticket besides that you can also assign various in the group area you can likewise assign different 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 client escalations where customers may have raised a specific circumstance and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and handy and i’ll catch you guys in the next video Shopbees Freshdesk