With multichannel (6 channels) support in your helpdesk, you can:
Email: Manage multiple email accounts from one place; prioritize, categorize tickets and collaborate with team members to quickly resolve queries.
Generate customer and agent notifications for ticket creation and updates
Prioritize, categorize and assign tickets automatically
Phone: Make and receive support calls and convert them into tickets. Have customer data and for reference when on call.
Route calls with Interactive Voice Response System (IVR)
Collaborate with other teams using call conferencing
Furnish details on call history and for call block
Monitor key metrics for call performance
Live Chat: Support or engage with website visitors proactively and in real-time.
Route chats to the right agents
Gather contextual information beforehand
Convert chat transcripts to tickets
Monitor chat support with reporting
Feedback Widget: Make it convenient for customers to reach out for help. Encourage self help with smart suggestions available within the ticket form.
Collect feedback and support requests directly from your website
Pre-populate ticket forms with relevant data for faster ticket creation
Auto populate suggestions based on questions asked
Social: Connect with customers and prospects, share information and resolve queries on the social network.
Track Facebook→wall posts and direct messages right from your Helpdesk. Customers get issues resolved without leaving their social network.
Automatically pickup tweets, relevant to your business, with, keywords based on support issues, competition information and market trends.
Web portal: Encourage self service with knowledge base and forums as an extension of your website experience.
Manage multiple products and brands from a single helpdesk
View and manage your helpdesk portal in multiple languages
Rebrand your portal to reflect your organization’s experience
Create a community to encourage questions, ideas and build your brand
Multichannel in Freshdesk: Watch Video Now!