Social Report & Freshdesk – effortless omnichannel service

So we are talking about…Social Report & Freshdesk…you can utilize freshdesk for customer care 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 totally free as soon as you register you’re gon na get started which will pack 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 type of language you want on your website alter the color of your logo so as you can see i’m gon na opt for 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 gotten in touch with through phone email social media chat or kinds and listed below that you can include your client support email so if somebody is going to be contacting you you can set that email 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 selling the tickets for you you can welcome them over here successive over here we have our dashboard our dashboard 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 offer you a graph that reveals you the patterns so if the tickets are selling out much better or worse it’s going to show you a good trend and listed below that you have your customer complete satisfaction and you can see the percentage of positive actions or negative actions even neutral reactions and the total responses that you have gotten on the ideal side you’re gon na have your order of business so something that you require to add to your to-do list you’re gon na add it over here and it’s gon na provide you a nice 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 say 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 best side you can see over here you can filter out what kind 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 see them over here you can filter them out as per your needs and next up below that you have your basic contact and business so you can see those whichever manner in which you have actually gotten in touch with individuals you can see their email addresses uh their business titles their phone numbers facebook twitter whatever type of account details that you have about them listed below that you have your services tab so your solution tab is a general kind of information tab which enables you to view your e-mail marketing your legal requirements

Get Social Report & Freshdesk support, customer, ticket, software, zendesk,

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 introduction of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get an aid desk thorough ticket analysis and you can also view your ticket volume trends so you can Social Report & Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may have offered or two what is the increase or reduce in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow representative performance assistance operation and your general account settings over here you can see the progress or the details of a specific staff member or a group member and below that you can see your different channels of interaction you can also view your workflow and what type of progress you have made what turning points that you have reached and how much performance each agent has you can see that from over here going back 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 specific classification what sort of ticket this is you can change its status you can set its priority and you can also set what sort of inquiry it is so what type of question it is you can also designate a specific representative to this inquiry so you can simply add a note basically respond

 

tto this person and now i’m going to just tell them i will be solving 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 consumer so it’s instantly going to type in hi matt rogers that’s the client name this is jane doe what might be the concern with your item i’m simply going to send that and now i have responded to this customer you can likewise delete your reactions 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 service that’s running this ticketing service and you have a similar kind of reaction you need to provide to each of your clients again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have basic starting with us orders and refunds information presents and discount coupons and realities and concerns so in fact in questions you can see over here there is some draft templates that are already offered and let’s see for how long will delivery take that’s a question that is frequently asked you can just publish this draft and then go back to ticketing i’m simply gon na as a sample just choose this ticket obviously the question is various but i’m just selecting this as a sample and now i’m just going to choose this as a sample and i’m going to respond to it and you can see when you’re replying to a client on the bottom left you can see suggested options and canned kinds so you’re going to click on suggested services and you can see various posts that are a pre-written answer to a customer concern and you can just insert that pre-written information into your action and send it without having to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the exact same sort 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 fantastic function that freshdesk actually offers is developing groups so if you click groups in the admin area you can produce various groups for different functions so if a ticket and a problem is connected to billing you can designate a group member so over here i have actually assigned myself in this group and that individual could specify their function and make them the leader of this sort of billing ticket other than that you can also appoint various in the group section you can likewise designate different tickets to different 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 clients may have raised a certain scenario and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you people found this easy to understand and useful and i’ll capture you men in the next video Social Report & Freshdesk