Director Of Customer Experience Global Operational Programs Freshdesk – Delight your customers

So we are talking about…Director Of Customer Experience Global Operational Programs Freshdesk…you can use freshdesk for customer service so let’s get going first of all you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as soon as you register you’re gon na start which 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 aid desk you can verify your e-mail and listed 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 go with a pink and 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 upgrade those and next you’re gon na select your assistance channel so how you can be contacted via phone e-mail social networks chat or forms and listed below that you can include 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 team that is working for you if somebody is going to be selling the tickets for you you can invite them over here successive over here we have our control panel our dashboard shows our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a chart that shows you the trends so if the tickets are selling out better or even worse it’s going to reveal you a great trend and listed below that you have your consumer fulfillment and you can see the percentage of unfavorable reactions or favorable actions even neutral responses and the total reactions that you have gotten on the best side you’re gon na have your order of business so something that you require to add to your to-do list you’re gon na add it over here and it’s gon na offer you a good 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 urgent and high ones will be on the leading nevertheless 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 sort of tickets you want to view if you wish to see the tickets that are appointed to a particular person 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 companies so you can view those whichever manner in which you have called people you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever type of account information that you have about them listed below that you have your services tab so your solution tab is a basic sort of details tab which enables you to view your email marketing your legal requirements

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your service related statements so if there is something that is type of various you will find it in your options tab and below the options tab you have your analytics and reports reports are the standard general overview of how many tickets you may have sold what is the ticket volume trend you can see over here you can get a help desk in-depth ticket analysis and you can likewise see your ticket volume patterns so you can Director Of Customer Experience Global Operational Programs Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have offered approximately what is the increase or reduce in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow representative productivity assistance operation and your general account settings over here you can view the progress or the information of a particular staff member or a group member and below that you can see your various channels of communication you can likewise see your workflow and what sort of progress you have made what milestones that you have reached and how much efficiency each agent has you can see that from over here returning into tickets i’m going to show you how you can resolve 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 classification what kind of ticket this is you can alter its status you can set its priority and you can also set what kind of inquiry it is so what kind of concern it is you can also appoint a particular agent to this question so you can simply add a note essentially respond

 

tto this person and now i’m going to simply tell them i will be fixing 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 respond to the customer so it’s automatically going to key in hi matt rogers that’s the consumer 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 actually replied to this client you can likewise erase your reactions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a comparable sort of reaction you require 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 classifications you have actually general starting with us refunds and orders info gifts and vouchers 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 the length of time will delivery take that’s a concern that is frequently asked you can just publish this draft and then go back to ticketing i’m simply gon na as a sample simply choose this ticket obviously the question is different however i’m just selecting 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 replying to a customer on the bottom left you can see suggested solutions and canned kinds so you’re going to click on suggested solutions and you can see various posts that are a pre-written answer to a customer concern and you can simply place that pre-written details into your response and send it without having to

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retype the same type of responses again and again so this is a very easy formula for your representatives to follow so they can quickly respond to e-mails so another excellent function that freshdesk truly supplies is producing groups so if you click groups in the admin section you can create various groups for various purposes so if an issue and a ticket is connected to billing you can appoint a group member so over here i have actually appointed myself in this group which person could specify their function and make them the leader of this type of billing ticket besides that you can likewise designate various in the group area you can also appoint different tickets to various groups and when 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 customer escalations where consumers may have elevated a particular circumstance and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and practical and i’ll capture you men in the next video Director Of Customer Experience Global Operational Programs Freshdesk