Ask Frank Freshdesk – Delight your customers

So we are talking about…Ask Frank Freshdesk…you can use freshdesk for customer service so let’s get started first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for complimentary as quickly as you sign up you’re gon na get going 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 individualize your aid desk you can validate your email and 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 go with a pink and below that you can also change your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah therefore you can upgrade those and next you’re gon na select your assistance channel so how you can be contacted through phone e-mail social media chat or forms and below that you can add your customer assistance email so if someone 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 someone is going to be offering the tickets for you you can welcome them over here next up over here we have our dashboard our control panel shows our

 

unsettled tickets past due 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 below that you have your customer complete satisfaction and you can see the portion of favorable reactions or unfavorable reactions even neutral reactions and the total reactions that you have received on the ideal 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 include it over here and it’s gon na provide you a good little reminder 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 state 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 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 assigned to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and successive below that you have your basic contact and business so you can see those whichever manner in which you have contacted people you can see their e-mail 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 option tab is a basic type of info tab which permits you to view your e-mail marketing your legal requirements

Get Ask Frank Freshdesk support, customer, ticket, software, zendesk,

your service associated announcements so if there is something that is sort of various you will discover it in your solutions tab and listed below the solutions tab you have your analytics and reports reports are the basic general overview of how many tickets you may have sold what is the ticket volume pattern you can see over here you can get an aid desk in-depth ticket analysis and you can also see your ticket volume patterns so you can Ask Frank Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you might have offered or so what is the boost or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent performance support operation and your general 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 interaction you can likewise see your workflow and what type of development you have made what milestones that you have reached and just how much productivity each representative has you can see that from over here returning into tickets i’m going to show you how you can solve 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 specific category what type of ticket this is you can alter its status you can set its priority and you can likewise set what kind of inquiry it is so what type of question it is you can likewise designate a specific agent to this question so you can simply include a note essentially reply

 

tto this person and now i’m going to simply 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 upgrade the status i’m going to add this note now i’m going to reply to the client so it’s instantly going to type in hi matt rogers that’s the consumer 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 replied to this client you can also erase your responses within 10 seconds so if you slip up 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 kind of response you need to offer to each of your consumers again and again you’re going to go into the options tab and over here you can see there is the categories you have general getting going with us refunds and orders info gifts and discount coupons and realities and questions so in fact in questions you can see over here there is some draft design templates that are already available and let’s see for how long will shipment take that’s a concern that is frequently asked you can simply release this draft and after that go back to ticketing i’m just gon na as a sample just choose this ticket undoubtedly the question is various but i’m simply choosing this as a sample and now i’m just going to select this as a sample and i’m going to reply to it and you can see when you’re responding to a customer on the bottom left you can see recommended services and canned forms so you’re going to click on recommended services and you can see various posts that are a pre-written answer to a customer question and you can just place that pre-written details into your response and send it without needing to

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

retype the same sort of answers again and again so this is a very easy formula for your representatives to follow so they can quickly react to e-mails so another terrific feature that freshdesk actually supplies is developing groups so if you click groups in the admin area you can develop different groups for different functions so if a problem and a ticket is connected to billing you can assign a group member so over here i’ve assigned myself in this group which person could define their role and make them the leader of this sort of billing ticket other than that you can also appoint different in the group section you can also assign various 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 consumer escalations where consumers might have elevated a specific circumstance and yeah this is how you can start with your online ticketing using freshdesk.com i hope you men found this easy to understand and practical and i’ll catch you guys in the next video Ask Frank Freshdesk

 

 

Ask Frank Freshdesk – Delight your customers

So we are talking about…Ask Frank Freshdesk…you can utilize freshdesk for customer support so let’s get started first of all you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for complimentary as quickly as you sign up you’re gon na get going and that will fill your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and individualize your assistance desk you can validate your e-mail and below that you can see you can include your language whatever sort of language you desire 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 change your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah and so you can update those and next you’re gon na choose your support channel so how you can be called via phone e-mail social networks chat or types and below that you can include your consumer support e-mail so if somebody is going to be contacting you you can set that email 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 successive over here we have our control panel our dashboard reveals our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na give you a graph that reveals you the patterns so if the tickets are selling out better or even worse it’s going to show you a nice trend and listed below that you have your client satisfaction and you can see the percentage of unfavorable reactions or positive responses even neutral actions and the overall reactions that you have actually received on the ideal side you’re gon na have your order of business so something that you need to add to your order of business you’re gon na include it over here and it’s gon na provide you a great little reminder on your basic control panel and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s simply state let’s arrange them by their status and now you can see immediate and high ones will be on the top however the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what type of tickets you want to see if you wish to see the tickets that are assigned to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and next up listed below that you have your basic contact and business so you can see those whichever way that you have contacted people you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever kind of account details that you have about them below that you have your solutions tab so your service tab is a general kind of info tab which allows you to view your email marketing your legal requirements

Get Ask Frank Freshdesk support, customer, ticket, software, zendesk,

your service related announcements so if there is something that is sort of miscellaneous you will find it in your solutions tab and below the solutions tab you have your reports and analytics reports are the fundamental general summary of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get a help desk thorough ticket analysis and you can also see your ticket volume trends so you can Ask Frank Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have sold 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 agent performance support operation and your general account settings over here you can see the progress or the information of a certain team member or a group member and below that you can see your different channels of interaction you can likewise see your workflow and what sort of development you have actually made what milestones 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 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 category what kind of ticket this is you can alter its status you can set its top priority and you can also set what type of query it is so what type of question it is you can likewise designate a particular representative to this inquiry so you can just add a note basically respond

 

tto this person and now i’m going to just tell them i will be fixing 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 include this note now i’m going to respond to the client so it’s instantly going to key in hi matt rogers that’s the customer name this is jane doe what might be the concern with your item i’m just going to send that and now i have actually replied to this client you can also erase your reactions within 10 seconds so if you slip up you can delete them within a few seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a similar sort of reaction you need to offer to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the classifications you have general getting started with us orders and refunds details gifts and discount coupons and facts 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 for how long will delivery take that’s a concern that is often asked you can just release this draft and after that return to ticketing i’m simply gon na as a sample simply choose this ticket clearly the question is various however i’m simply selecting this as a sample and now i’m just going to pick this as a sample and i’m going to reply to it and you can see when you’re responding to a customer on the bottom left you can see recommended options and canned kinds so you’re going to click on recommended options and you can see various articles that are a pre-written answer to a customer concern and you can just place that pre-written info into your response and send it without needing to

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

retype the same type of responses again and again so this is a very easy formula for your agents to follow so they can easily respond to emails so another excellent feature that freshdesk truly provides is producing groups so if you click groups in the admin area you can create different groups for different functions so if a ticket and a concern is related to billing you can assign a group member so over here i have actually appointed myself in this group which person might specify their role and make them the leader of this kind of billing ticket besides that you can likewise assign various in the group area you can likewise assign different tickets to different groups and once 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 consumers might have raised a specific situation and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and valuable and i’ll capture you guys in the next video Ask Frank Freshdesk