Squarespace Freshdesk Live Chat – effortless omnichannel service

So we are talking about…Squarespace Freshdesk Live Chat…you can use freshdesk for customer care so let’s begin first of all you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as quickly as you sign up you’re gon na get going which will pack your basic control panel so when you’re getting started 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 confirm your email and listed below that you can see you can add your language whatever type of language you want on your site 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 alter your menu color so i’m also gon na make that pink i guess or i must make that black yeah and so you can update those and next you’re gon na choose your assistance 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 e-mail over here and next up you can invite someone to your team so if you have a group that is working for you if someone 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 dashboard shows our

 

unsettled tickets overdue 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 graph that reveals you the trends 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 customer satisfaction and you can see the percentage of unfavorable actions or favorable actions even neutral actions and the overall reactions that you have actually received on the ideal side you’re gon na have your to-do list so something that you need to contribute to your to-do list you’re gon na add it over here and it’s gon na provide you a great little tip on your basic control panel and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s just say let’s arrange them by their status and now you can see urgent and high ones will be on the leading 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 wish to see if you want to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can see them over here you can filter them out based on your needs and successive below that you have your basic contact and business so you can see those whichever manner in which you have contacted individuals you can see their email addresses uh their company titles their contact number facebook twitter whatever sort of account details that you have about them listed below that you have your services tab so your solution tab is a general type of info tab which enables 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 kind of various you will discover it in your options tab and listed below the solutions tab you have your analytics and reports reports are the fundamental general overview of how many tickets you might have offered what is the ticket volume trend you can see over here you can get an aid desk extensive ticket analysis and you can likewise view your ticket volume trends so you can Squarespace Freshdesk Live Chat

see on the best side you have your today’s ticket inside so the number of tickets you might have sold approximately what is the increase or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow agent performance support 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 communication you can likewise view your workflow and what sort of development you have actually made what turning points that you have reached and 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 deal with 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 kind of ticket this is you can change its status you can set its priority and you can also set what sort of question it is so what type of question it is you can likewise assign a particular representative to this question 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 add this note now i’m going to respond to the client so it’s immediately going to enter hi matt rogers that’s the client name this is jane doe what might be the problem with your item i’m simply going to send out that and now i have responded to this client you can likewise delete your responses within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a similar type of response you require 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 basic getting going with us orders and refunds info 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 offered and let’s see how long will delivery take that’s a question that is frequently asked you can just publish this draft and then return to ticketing i’m just gon na as a sample simply choose this ticket obviously the concern is different however i’m just selecting this as a sample and now i’m just going to pick 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 solutions and canned types so you’re going to click on recommended options and you can see various posts that are a pre-written answer to a consumer question and you can simply insert that pre-written information into your action and send it without having to

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retype the very same sort of responses again and again so this is a really easy formula for your representatives to follow so they can easily react to e-mails so another great feature that freshdesk actually supplies is developing groups so if you click groups in the admin area you can develop various groups for different purposes so if a concern and a ticket is related to billing you can assign a group member so over here i have actually appointed myself in this group and that individual might define their function and make them the leader of this type of billing ticket other than that you can also assign various in the group area you can also appoint different tickets to various 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 clients may have raised a specific circumstance and yeah this is how you can start with your online ticketing using freshdesk.com i hope you people found this easy to understand and valuable and i’ll capture you guys in the next video Squarespace Freshdesk Live Chat