Skill Based Routing Freshdesk Chat – effortless omnichannel service

So we are talking about…Skill Based Routing Freshdesk Chat…you can use freshdesk for customer care so let’s get started first off you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for totally free as quickly as you sign up you’re gon na start which will pack your basic dashboard so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and customize your assistance desk you can verify your email and below that you can see you can add your language whatever sort of language you want on your website 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 alter your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah therefore you can upgrade those and next you’re gon na pick your support channel so how you can be contacted through phone email social networks chat or types and listed below that you can include your customer assistance e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome someone to your group so if you have a team that is working for you if someone is going to be selling the tickets for you you can welcome them over here next up 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 shows you the patterns so if the tickets are selling out better or even worse it’s going to reveal you a good trend and listed below that you have your consumer complete satisfaction and you can see the portion of unfavorable responses or positive actions even neutral actions 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 nice little reminder 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 right 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 appointed to a particular person or the tickets that are still unassigned you can see them over here you can filter them out based on your requirements and successive below that you have your basic contact and business so you can see those whichever way that you have actually gotten in touch with people you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever kind of account details that you have about them below that you have your options tab so your option tab is a basic sort of details tab which enables you to see your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is kind of various you will find it in your services tab and listed below the options tab you have your analytics and reports reports are the standard general summary 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 extensive ticket analysis and you can also see your ticket volume trends so you can Skill Based Routing Freshdesk Chat

see on the best side you have your today’s ticket inside so how many tickets you might have offered approximately what is the increase or decrease in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow representative efficiency support operation and your general account settings over here you can view the development or the information of a specific employee or a group member and below that you can see your various channels of communication you can also see your workflow and what kind of progress you have made what milestones that you have 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 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 alter its status you can set its priority and you can likewise set what kind of query it is so what kind of concern it is you can likewise appoint a specific agent to this inquiry so you can just include a note essentially reply

 

tto this person and now i’m going to just tell them i will be solving your ticket your concern 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 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 issue with your item i’m just going to send out that and now i have actually responded to this consumer you can likewise delete 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 service that’s running this ticketing service and you have a similar sort of action you need to give to each of your customers again and again you’re going to go into the options tab and over here you can see there is the classifications you have general getting started with us orders and refunds information presents and vouchers and realities and questions so in fact in questions you can see over here there is some draft templates that are already available and let’s see the length of time will delivery take that’s a concern that is often asked you can just release this draft and after that go back to ticketing i’m simply gon na as a sample just select this ticket certainly the question is various but i’m simply choosing this as a sample and now i’m simply going to pick this as a sample and i’m going to reply to it and you can see when you’re replying to a customer on the bottom left you can see recommended solutions and canned types so you’re going to click on suggested solutions and you can see various articles that are a pre-written answer to a customer question and you can just place that pre-written info into your response and send it without having to

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retype the same sort of responses again and again so this is a very easy formula for your representatives to follow so they can easily react to e-mails so another terrific feature that freshdesk really provides is creating groups so if you click on groups in the admin section you can produce various groups for various functions so if a concern and a ticket is associated with billing you can appoint a group member so over here i have actually designated myself in this group and that person could define their function and make them the leader of this type of billing ticket besides that you can likewise assign various in the group section you can likewise appoint different tickets to various groups and when 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 may have raised a certain situation 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 valuable and i’ll capture you people in the next video Skill Based Routing Freshdesk Chat