Steven Yan Freshdesk – Delight your customers

So we are talking about…Steven Yan Freshdesk…you can use freshdesk for customer care so let’s get started first of all you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and register for free as quickly as you register you’re gon na get going and that will load your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and personalize your assistance desk you can verify your e-mail and below that you can see you can add your language whatever type 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 change your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah therefore you can update those and next you’re gon na choose your assistance channel so how you can be gotten in touch with via phone e-mail social media chat or types and below that you can include your customer 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 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 invite them over here successive 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 listed below that they’re gon na offer you a chart that reveals you the trends so if the tickets are selling out better or worse it’s going to reveal you a great pattern and listed below that you have your client satisfaction and you can see the portion of favorable responses or unfavorable reactions even neutral actions and the total reactions that you have actually gotten on the ideal side you’re gon na have your order of business so something that you need to contribute to your order of business you’re gon na include it over here and it’s gon na provide you a great little pointer on your basic dashboard 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 say let’s sort them by their status and now you can see high and immediate 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 kind 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 view them over here you can filter them out according to your needs and successive listed below that you have your basic contact and business so you can view those whichever manner in which you have actually contacted people you can see their email addresses uh their company titles their contact number facebook twitter whatever type of account information that you have about them below that you have your services tab so your service tab is a general kind of info tab which permits you to see your email marketing your legal requirements

Get Steven Yan Freshdesk support, customer, ticket, software, zendesk,

your service related announcements so if there is something that is type of various you will find it in your options tab and listed below the solutions tab you have your reports and analytics reports are the standard general summary of the number of tickets you may have sold what is the ticket volume pattern you can see over here you can get a help desk extensive ticket analysis and you can also see your ticket volume trends so you can Steven Yan Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have sold or two what is the boost or decrease in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow agent productivity support operation and your general account settings over here you can view the development or the details of a particular team member or a group member and listed below that you can see your various channels of interaction you can likewise see your workflow and what kind of progress you have actually made what turning points that you have reached and how much performance each agent has you can view that from over here returning into tickets i’m going to reveal 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 particular category what kind of ticket this is you can alter its status you can set its concern and you can also set what kind of inquiry it is so what type of question it is you can also appoint a particular representative to this question so you can simply include a note essentially respond

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your concern now i’m going to set this as a pending ticket and now i’m going to upgrade 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 problem with your product i’m simply going to send out that and now i have responded to this consumer you can likewise erase your reactions within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a comparable sort of reaction you require to give to each of your clients again and again you’re going to go into the options tab and over here you can see there is the classifications you have basic starting with us orders and refunds information presents and coupons and realities and concerns so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see the length of time will delivery take that’s a question that is often asked you can just publish this draft and then return to ticketing i’m just gon na as a sample just choose this ticket certainly 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 respond to it and you can see when you’re responding to a consumer on the bottom left you can see recommended options and canned forms so you’re going to click on recommended solutions and you can see different posts that are a pre-written answer to a customer concern and you can simply place that pre-written info into your response and send it without needing to

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retype the exact same kind of answers again and again so this is a very simple formula for your agents to follow so they can quickly respond to emails so another fantastic function that freshdesk truly supplies is creating groups so if you click on 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 appoint a group member so over here i’ve designated myself in this group and that person could define their function and make them the leader of this kind of billing ticket aside from that you can also assign various in the group area you can likewise designate various tickets to various groups and as soon as 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 consumer escalations where customers might have raised a specific circumstance and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and valuable and i’ll catch you men in the next video Steven Yan Freshdesk