How does Freshdesk help customer service serves customers more effectively and efficiently?
Have you ever felt tired of a company’s customer service (CS) that doesn’t respond to your questions and complaints? Even though you have tried various media – from sending messages via email, social media, and even direct telephone.
Today, the boundary between the consumer and the seller is simple. Consumers can easily ask, complain, or provide input through various channels connected to the seller – via email, telephone, social media, live chat, website, and so on.
Sellers and companies alike should use these channels to get closer to their customers. Especially for companies that are oriented towards customer satisfaction, because basically customer opinions and responses can be a useful input.
However, would you imagine if there are hundreds to thousands of customers who contact a company daily through different channels? How would the customer service team be able to handle it well?
On the one hand, a quick response from the seller to customers through these channels, of course, will make them feel more valued and heard. As Philip Kotler – author of a marketing book – said, “customer is a king”, so they should be served well.
Customer Service Improvements
Customer opinions or responses to a product or service are not always bad for the seller. For companies that are oriented towards customer satisfaction, all of that becomes a valuation that is used for quality improvement.
For this reason, opening various channels that can connect with customers is the most relevant thing.
The easiest way to help customer service work effectively to response is the use of technology in the form of customer engagement software. One of the recommendations is Freshdesk.
Freshdesk is Freshworks customer support software, which accommodates various communication channels—starting from email, webchat, social media to telephone services. What is an added value, Freshdesk, does involve not only the customer service team but also the collaboration of various parties who help solve customer problems on one platform so that the issues faced by customers can be resolved immediately.
How does Freshdesk work?
- Any responses, questions or complaints from customers sent via email, social media or web chat, will be automatically converted into tickets. These tickets will be distributed to the agents concerned for immediate response. Tickets received by customer service can be filtered based on priority.
- Any responses, questions, or complaints from customers sent via email, social media, or web chat, will be automatically converted into tickets. These tickets will be distributed to the agents concerned for immediate response. Tickets received by customer service can be filtered based on priority.
- Any responses, questions, or complaints from customers sent via email, social media, or web chat, will be automatically converted into tickets. These tickets will be distributed to the agents concerned for immediate response. Tickets received by customer service can be filtered based on priority.
For example, an airline company. Due to the Covid-19 pandemic, all flight activities stopped for some time – passengers can request a refund or reschedule.
Can you imagine how many passengers asked for a refund or reschedule at the same time? It seems that if you don’t use software that accommodates all communication channels and accommodates collaborative work, it will be challenging for the CS team to work.
By using Freshdesk, all refund and reschedule applications will be converted into tickets. CS team collaboration, ticketing, refund and finance will be in the same place. And automatically, the tickets are distributed to each party, such as ticketing, refund, and finance. So, not a single ticket is missed.
For more details, please watch this video:
Freshdesk is apt to be used for a variety of industries. Such as retail, hotels, construction, hospitals, logistics, education, telecommunications, and so on.
IKON, as Freshworks official partner, is ready to help you to get to know more about Freshdesk. Please click the following LINK for trial. (*)
Also read: Official IKON as Freshworks Solution Partner, a Cloud-Based Software Company
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