Dove Channel Freshdesk – Delight your customers

So we are talking about…Dove Channel Freshdesk…you can utilize freshdesk for customer service so let’s get started first off 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 soon as you sign up you’re gon na get going which will pack your basic dashboard so when you’re starting 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 verify your e-mail and listed below that you can see you can include your language whatever kind of language you desire 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 likewise alter your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah and so you can update those and next you’re gon na pick your support channel so how you can be contacted via phone email social networks chat or kinds and listed below that you can add your client support e-mail so if somebody 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 somebody is going to be selling the tickets for you you can welcome them over here next up over here we have our control panel our dashboard shows our

 

unsettled 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 graph that reveals you the patterns so if the tickets are selling out better or worse it’s going to show you a great trend and listed below that you have your customer satisfaction and you can see the percentage of negative actions or favorable responses even neutral responses and the total actions that you have received on the right side you’re gon na have your order of business so something that you need to add to your to-do list you’re gon na include it over here and it’s gon na give you a good little pointer on your basic dashboard and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s simply say let’s sort them by their status and now you can see high and immediate ones will be on the top 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 kind of tickets you wish to view if you wish to see the tickets that are assigned 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 below that you have your basic contact and business so you can view those whichever manner in which you have called individuals you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever sort of account details that you have about them listed below that you have your solutions tab so your option tab is a general kind of info tab which allows you to see your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is type of miscellaneous you will find it in your solutions tab and below the services tab you have your analytics and reports reports are the basic general summary of how many tickets you may have sold 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 Dove Channel Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have offered or two what is the boost or reduce in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative performance assistance operation and your basic account settings over here you can view the development or the information of a particular employee or a group member and listed below that you can see your different channels of communication you can also view your workflow and what sort of progress you have made what turning points that you have reached and just how much productivity each representative has you can view that from over here going back 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 include tags you can put it in a specific classification what type of ticket this is you can alter its status you can set its concern and you can likewise set what sort of inquiry it is so what kind of question it is you can also designate a specific agent to this question so you can simply include a note generally 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 respond to the client so it’s instantly going to type in hi matt rogers that’s the customer name this is jane doe what might be the problem with your item i’m simply going to send that and now i have actually replied to this consumer you can also erase your actions 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 sort of reaction you need to provide to each of your customers again and again you’re going to enter into the options tab and over here you can see there is the categories you have actually general beginning with us orders and refunds 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 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 simply gon na as a sample just select this ticket undoubtedly the question is different but i’m simply picking 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 recommended solutions and canned kinds so you’re going to click on suggested services and you can see various articles that are a pre-written answer to a consumer concern and you can simply insert that pre-written details into your reaction and send it without having to

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retype the very same kind of answers again and again so this is a really simple formula for your agents to follow so they can quickly respond to e-mails so another fantastic feature that freshdesk truly supplies is developing groups so if you click groups in the admin section you can create different groups for different purposes so if an issue and a ticket is related to billing you can assign a group member so over here i have actually appointed myself in this group and that individual could specify their role and make them the leader of this kind of billing ticket other than that you can also appoint various in the group area you can also assign various tickets to different 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 clients may have elevated a certain situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and helpful and i’ll capture you people in the next video Dove Channel Freshdesk