Engagement Channels: Seamless Customer Experience

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

  • Share ticket information using private and public notes

  • Convert email responses to knowledge base 

• 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!