Stanford Freshdesk – effortless omnichannel service

So we are talking about…Stanford Freshdesk…you can use freshdesk for customer care so let’s begin first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as soon as you sign up you’re gon na start and that will fill your basic control panel so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and personalize your assistance desk you can confirm your email and below that you can see you can add your language whatever type of language you want on your website change the color of your logo so as you can see i’m gon na opt for a pink and below that you can also change your menu color so i’m also gon na make that pink i guess or i should make that black yeah therefore you can upgrade those and next you’re gon na choose your support channel so how you can be contacted by means of phone email social networks chat or types and listed below that you can add your customer support email so if someone is going to be calling you you can set that email over here and next up you can invite somebody to your team so if you have a group that is working for you if someone is going to be selling the tickets for you you can invite 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 listed below that they’re gon na provide 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 below that you have your customer complete satisfaction and you can see the portion of unfavorable responses or favorable actions even neutral reactions and the total responses that you have actually received on the right side you’re gon na have your to-do list so something that you need to add to your order of business 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 sort your tickets over here so let’s simply state let’s sort 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 view if you want to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and successive listed 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 people you can see their email addresses uh their business titles their telephone number facebook twitter whatever sort of account information that you have about them listed below that you have your solutions tab so your option tab is a basic kind of information tab which enables you to view your e-mail marketing your legal requirements

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your service associated statements so if there is something that is sort of miscellaneous you will discover it in your options tab and below the solutions tab you have your analytics and reports reports are the basic general introduction of how many tickets you might have offered what is the ticket volume pattern 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 Stanford 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 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 team channels workflow agent performance assistance operation and your basic account settings over here you can see the development or the details of a specific staff member or a group member and listed below that you can see your different channels of communication you can also see your workflow and what kind of progress you have made what turning points that you have actually reached and how much efficiency each agent has you can view that from over here returning into tickets i’m going to show 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 sort of ticket this is you can alter its status you can set its top priority and you can also set what sort of question it is so what type of concern it is you can likewise designate a particular representative to this inquiry so you can just add a note generally reply

 

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 respond to the consumer so it’s instantly going to enter hi matt rogers that’s the customer name this is jane doe what might be the problem with your item i’m just going to send out 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 emails so if you’re a service that’s running this ticketing service and you have a similar type of action you require 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 basic starting with us orders and refunds info presents and vouchers 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 for how long will shipment take that’s a question that is often asked you can just publish this draft and after that go back to ticketing i’m just gon na as a sample simply choose this ticket clearly the question is different but i’m simply selecting this as a sample and now i’m simply going to pick this as a sample and i’m going to respond to it and you can see when you’re responding to a client on the bottom left you can see suggested services and canned forms so you’re going to click recommended services and you can see various short articles that are a pre-written answer to a client concern and you can just place that pre-written info into your action and send it without having to

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retype the exact same type of answers again and again so this is a really simple formula for your agents to follow so they can easily react to e-mails so another great function that freshdesk truly provides is developing groups so if you click groups in the admin area you can create different groups for different purposes so if a problem and a ticket is related to billing you can appoint a group member so over here i have actually designated myself in this group which person could define their role and make them the leader of this kind of billing ticket other than that you can likewise designate different in the group section you can likewise appoint various 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 client escalations where customers may have raised a specific situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and handy and i’ll capture you men in the next video Stanford Freshdesk