Why is Freshdesk your first choice for creating an effective customer service team?
There are a variety of customer-service ticket systems on the market, so why do so many well-known brands still choose to use Freshdesk? To answer this question, we need to take a deep look into Freshworks, the company behind this product.
What is Freshworks
Freshworks is a SaaS company founded in India in 2010. It provides not only customer service ticket systems like Freshdesk, but also many other online enterprise software tools such as customer management systems, marketing management tools, and ITSM systems. Its ultimate goal is to help enterprises with the easiest and simplest way to maintain external customer relations and internal management of the company's operations. This philosophy has been significantly reflected in all of Freshworks' products: the system interface is clear, simple, and what's more important - easy to use.
For today's brands, the competition is no longer just product features, but a more comprehensive "customer experience". If you want to stand out among your rivals, you must provide superior customer service, from simple customer service processes to shortened work order processing time, to win the love of customers.
How does Freshdesk help customer service teams?
In order to create better customer service, enterprises must start by digitalizing their customer service platforms. Freshdesk is the best customer service system that seamlessly combines internal ticket process automation with external customer relationship management. Customer service would have had to scramble back and forth between different channels to deal with all messages, and come back inside to multiple internal channels for support; Through Freshdesk, all customer information pipelines and internal support are integrated into a single platform, so customer service specialists can easily and quickly handle internal and external communication as well as coordination without switching platforms frequently.
Freshdesk has three very important aspects:
The 4 aspects that make Freshdesk better than other customer service apps
As a customer service ticket platform, in addition to meet the customer service team easy to operate, easy to use the basic conditions, there are more core features that address situational pain points used by customer service teams.
1. Clear platform interface with seamless reply experience
During the service process, 34% of customers said the most important thing they value in online customer service is the ability for customer service team to respond to their needs at any time, on any channel. However, customers' messages are scattered in letters, chat and multiple communication channels. In this case, customer service staff must quickly integrate all the information channels for reply. In addition, every time a customer service staff receives a customer issue that is not in their professions field, the customer has to be repeatedly transferred to a different customer service unit. This not only affects the customer service experience, but also reduces the work efficiency of the customer service team.
Freshdesk can consolidate messages from different channels into one platform without having to switch back and forth to respond to customer messages. In addition, its most powerful feature is that it can identify whether the same user is asking from different platforms, so that the customer service staff can understand all the questions at once. When a customer's problem is transferred to another customer service worker, the person who took over can see a complete record of the customer's previous conversations with all the handlers and the response. In this way, customers don't have to repeat their own questions and have a smoother service experience.
领英推荐
2. A variety of work order cooperation, provide flexible use of customer service
On every customer service ticket, it's inevitable that customers will ask questions in several different areas. On the other hand, when a customer service team has a small division of work, or when a new employee joins the team, they have to spend a lot of time delegating customer ticket problems and then replying to the customer. Freshdesk provides a variety of customer ticket types to help customer service better dispatch and cooperate with problems according to the resources required for different problems, thus accelerating the communication efficiency among customer service teams.
3. Freshdesk automatically sends tickets and responds to all of them
The most common problem encountered by customer service teams is that work tickets cannot be systematically dispatched and processed, resulting in many work tickets being missed or not processed. Freshdesk has built-in intelligent auto-dispatch that automatically assigns work tickets to the appropriate person on the team. In this case, you no longer need to worry about multiple support officers responding to the same service order.
In addition, Freshdesk automatically assigns work tickets based on the customer service team's language, workload, skills, and specialties of each customer service specialist. For multinational companies, this can better enable local customer service to support customer problems and avoid the situation of language and culture differences. There is another way of working unilaterally through a kind of circular distribution so that everyone gets the same number of work orders equally.
4. Freshdesk Knowledge base supports customer service response faster and reduce communication time
According to statistics, more than half of the time of the customer service team is dealing with the same problem of different customers, that is to say, the customer service specialist is making repeated replies every day, which also means that the work efficiency of the specialist is low. Wouldn't it be better if the company already had a complete knowledge course to offer to customers? It not only reduces the customer's problem solving time, but also helps the specialist reduce a lot of communication time.
Freshdesk has built in a free knowledge base for businesses to collect frequently asked questions and provide customers with self-service access at any time. This allows customers to refer to the knowledge base articles first, helping the customer service team filter out repetitive basic problems. If new frequently asked questions are found, the specialist can also turn the email into a knowledge base, or have the specialist turn their work order responses into knowledge base articles when responding to customers.
Master Concept is Freshwork's Taiwan elite distributor, help businesses customer service to improve productivity!
Master Concept is the first and only preferred distributor for Freshworks in Hong Kong, Taiwan, Malaysia, Singapore and mainland China. Freshworks helps businesses create an engaging customer experience through a variety of SaaS solutions such as Freshdesk Support Desk. As Freshworks' preferred and authorized reseller in the Asia Pacific region, we help companies streamline and optimize their customer service workflow by providing the best combination of artificial and intelligent customer service, allowing customers to reach you instantly through all channels without any barrier.