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By Use Case
Freshdesk Contact Center (formerly Freshcaller) comes with built-in call notes software which easily allows you to add notes during any call.
'Call Notes' is a modern telephony functionality that call center agents or phone teams can use to take notes during calls, within their call center software or cloud PBX. They can share these notes with their team or their supervisors to communicate the context of a conversation during call transfers, or while preparing for a follow-up.
Eliminate the need for a separate note-taking app or tool. With the Call Notes feature in Freshdesk Contact Center, you can securely capture and store contextual information inside your phone system when you’re on a call.
Your team no longer has to switch tabs or shuffle their sticky notes to make sense of a conversation. Log the context of a phone call instantly, do away with information silos, and improve the quality of your conversations.
When you transfer a call to another agent or a supervisor, you always run the risk of them not comprehending the caller’s situation in its entirety.
You can solve this by simply transferring your precise call notes along with the call. Your teammate or supervisor does not have to take a shot in the dark and your callers do not have to repeat their problems, all over again.
Call notes are a great way to understand the history of interactions with a caller or customer. You should be able to access them at any point without having to stretch your brain.
Use the intuitive ‘Search Notes’ functionality of Freshdesk Contact Center to locate the call notes you need to find. Access them along with a complete call summary that includes call recordings and transcriptions to analyze your conversations.
With Call Notes in Freshdesk Contact Center, you can:
Call Notes help you empathize better with your callers. You not only eliminate the need for customers to repeat themselves but also create the opportunity to have tailored conversations using your notes from previous calls. Impress them by retrieving the right information at the right time, and remembering the details that matter.
During a call transfer, if the context of the call is not transferred in parallel, it is not just the customer or caller who suffers. Your customer support agent or sales rep will have to bear the brunt of their frustration too. With transferable Call Notes, you are enabling them to stay on top of their conversations and helping them be more productive, instead of firefighting.
A call note is a record of the key points from a phone call handled by a customer support agent or a sales rep.
You can use stationery, note-taking apps, or phone systems with inbuilt note-taking capabilities. The most efficient way to take call notes would be to capture them inside your phone system, since this eliminates information silos and also keeps your notes handy and secure.
In Freshdesk Contact Center, Call Notes are stored forever or until you choose to delete your data.
Currently, we support taking call notes in English.
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