Digital Matter Freshdesk – Delight your customers

So we are talking about…Digital Matter Freshdesk…you can use freshdesk for customer service so let’s start first off you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and register for free as soon as you sign up you’re gon na begin and that will fill your basic control panel 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 personalize your aid desk you can verify your e-mail and below that you can see you can add your language whatever kind 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 must make that black yeah therefore you can update those and next you’re gon na pick your support channel so how you can be contacted through phone email social media chat or kinds 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 somebody to your team so if you have a team 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 reveals our

 

unsolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a chart that reveals you the trends so if the tickets are selling out much better or worse it’s going to show you a great trend and below that you have your customer complete satisfaction and you can see the portion of unfavorable responses or positive reactions even neutral responses and the total actions that you have actually received on the right side you’re gon na have your order of business so something that you need to contribute to your to-do list you’re gon na include it over here and it’s gon na offer you a great little tip on your basic dashboard and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s just say let’s sort them by their status and now you can see high and urgent ones will be on the top however 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 wish to see the tickets that are designated to a particular 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 manner in which you have actually gotten in touch with people you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever kind 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 allows you to see your e-mail marketing your legal requirements

Get Digital Matter Freshdesk support, customer, ticket, software, zendesk,

your service associated announcements so if there is something that is kind of miscellaneous you will find it in your services tab and listed below the options tab you have your analytics and reports reports are the standard general overview of the number of tickets you might have offered what is the ticket volume trend you can see over here you can get an assistance desk extensive ticket analysis and you can likewise view your ticket volume trends so you can Digital Matter Freshdesk

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 decrease in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow agent performance support operation and your basic account settings over here you can see the development or the information of a particular employee or a group member and below that you can see your different channels of communication you can also see your workflow and what kind of development you have made what milestones that you have actually reached and how much productivity 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 add tags you can put it in a particular category what kind of ticket this is you can change its status you can set its priority and you can also set what type of query it is so what kind of concern it is you can likewise designate a particular agent to this inquiry so you can simply include a note essentially respond

 

tto this person and now i’m going to just 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 upgrade the status i’m going to add this note now i’m going to reply to the client so it’s automatically going to enter hi matt rogers that’s the client name this is jane doe what might be the issue with your product i’m simply going to send that and now i have actually responded to this customer you can also delete 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 business that’s running this ticketing service and you have a comparable type of action you need to offer to each of your consumers again and again you’re going to go into the services tab and over here you can see there is the categories you have general getting going with us refunds and orders info presents and coupons and realities and questions so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see how long will delivery take that’s a concern that is often asked you can simply publish this draft and then go back to ticketing i’m just gon na as a sample just choose this ticket certainly the question is various however 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 respond to it and you can see when you’re responding to a client on the bottom left you can see suggested solutions and canned forms so you’re going to click on suggested services and you can see different short articles that are a pre-written answer to a customer concern and you can simply place that pre-written info into your action and send it without having to

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

retype the very same type of answers again and again so this is a very easy formula for your agents to follow so they can quickly react to e-mails so another great function that freshdesk actually provides is developing groups so if you click on groups in the admin section you can create different groups for various purposes so if a problem and a ticket is associated with billing you can appoint a group member so over here i have actually assigned myself in this group which person could specify their function and make them the leader of this kind of billing ticket other than that you can likewise appoint different in the group area you can likewise designate different 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 customer escalations where clients might have raised a specific situation and yeah this is how you can start with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and helpful and i’ll capture you guys in the next video Digital Matter Freshdesk

 

 

Digital Matter Freshdesk – Delight your customers

So we are talking about…Digital Matter Freshdesk…you can use freshdesk for client service so let’s start to begin with you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and register for free as soon as you register you’re gon na get going and that will load your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will set up your account so over here and customize your assistance desk you can confirm your email and listed below that you can see you can include your language whatever kind 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 below that you can also alter 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 pick your assistance channel so how you can be gotten in touch with through phone email social media chat or types and listed below that you can add your consumer assistance e-mail so if someone is going to be calling you you can set that e-mail over here and next up you can welcome 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 invite them over here successive over here we have our control panel our control panel 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 provide you a graph that reveals you the patterns so if the tickets are selling out better or worse it’s going to show you a good trend and listed below that you have your customer satisfaction and you can see the portion of favorable responses or negative actions even neutral actions and the total actions that you have actually gotten on the right side you’re gon na have your order of business 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 pointer 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 arrange 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 right side you can see over here you can filter out what type of tickets you wish to see if you want to see the tickets that are assigned to a particular person or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and next up below that you have your basic contact and companies so you can see those whichever way that you have actually gotten in touch with individuals you can see their email addresses uh their company titles their phone numbers facebook twitter whatever kind of account details that you have about them listed below that you have your services tab so your option tab is a general kind of info tab which allows you to view your email marketing your legal requirements

Get Digital Matter Freshdesk support, customer, ticket, software, zendesk,

your service related announcements so if there is something that is sort of miscellaneous you will discover it in your solutions tab and listed below the options tab you have your reports and analytics reports are the standard general summary of the number of tickets you may have offered what is the ticket volume pattern you can see over here you can get an assistance desk thorough ticket analysis and you can likewise view your ticket volume trends so you can Digital Matter Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may have offered approximately what is the boost or reduce in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow representative performance assistance operation and your general account settings over here you can view the development or the information of a certain team member or a group member and listed below that you can see your different channels of interaction you can also view your workflow and what type of development you have actually made what milestones that you have actually reached and how much efficiency each agent has you can see that from over here returning 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 add tags you can put it in a specific category what kind of ticket this is you can alter its status you can set its concern and you can also set what sort of inquiry it is so what kind of concern it is you can likewise assign a particular representative to this query so you can simply include a note generally respond

 

tto this person and now i’m going to simply 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 add this note now i’m going to respond to the consumer so it’s immediately going to type 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 out that and now i have replied to this consumer you can also erase your responses within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a similar type of response you need to provide to each of your clients again and again you’re going to enter into the services tab and over here you can see there is the categories you have general getting started with us orders and refunds info gifts 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 available and let’s see the length of time will delivery take that’s a concern that is typically asked you can simply release this draft and then go back to ticketing i’m simply gon na as a sample simply select this ticket clearly the concern is various but i’m just choosing 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 services and canned types so you’re going to click on recommended solutions and you can see various articles that are a pre-written answer to a consumer concern and you can simply insert that pre-written info into your action and send it without needing to

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

retype the same sort of responses again and again so this is a really easy formula for your representatives to follow so they can quickly react to emails so another fantastic feature that freshdesk really offers is developing groups so if you click groups in the admin area you can produce various 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’ve assigned myself in this group and that individual might specify their role and make them the leader of this sort of billing ticket other than that you can also designate different in the group section you can also appoint different tickets to different 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 customer escalations where consumers might have raised a certain circumstance and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and practical and i’ll capture you people in the next video Digital Matter Freshdesk