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By Use Case
Talk, engage and build meaningful customer conversations with the Freshdesk Contact Center (formerly Freshcaller) and Freshdesk integration
Communication has always been the bastion to a helpdesk environment. Where collaborating with customers over call to resolve tickets is an almost inevitable scenario, the Freshdesk Contact Center-Freshdesk Core integration is sure to make the life of a support agent so much more productive and easier.
The least expectation out of any integration is to get things done quicker, better, and at reduced costs. And to feel the full power of integration and use it to its best, you’ll need to internalize its benefits and find ways to leverage it for your support team. With the Freshdesk Contact Center-Freshdesk Core integration, you can set so many things right!
Too many calls and too little time has always been the trademark scenario for most support teams. And there is always a dire need to hack through this tough spot by doing away with a dozen different tools for the various helpdesk operations. Now with this integration you can pick calls from within your support helpdesk and save yourself from juggling between multiple tools — your helpdesk and your call center software. This way, you get to manage all your support data from a single source of truth and be equipped to attend more calls without spending time in switching between tabs.
Working in silos has been a big pain for most support agents, especially when they are part of a global business. In instances where more than a single support agent needs to collaborate with a customer, making the customer explain the context from the start to every new agent reflects poorly on your business. With this integration, one can stay updated on where they last left the conversation before getting on the next call with a customer. You can convert your calls to a new ticket or add it to an existing thread. Later, you can look it up and also refer to the notes associated to a particular customer.
Attending to your customers’ calls is one of the most basic expectations from a support team. And one of the biggest advantages of a call center software is in being able to customize routing rules to accommodate every call by providing the option of voicemails and missed calls while a support agent is offline. But, this backup plan will go in vain if the voicemails and missed calls aren’t returned promptly. To lessen the instance of missing out on calls/voicemails, this call center-helpdesk integration lets you automatically convert every missed call and voicemail to a ticket. The moment you are available online, you can return the calls and keep your customers happy.
With the three most recent calls listed right within the Freshdesk Contact Center widget inside Freshdesk Core, you can connect with your recently contacted customers in just one click.
While on a call, note down all the important details that would help you or your colleagues to have most effective conversations with a given customer in the future too.
Based on if or not an agent is available to pick calls, set the status — available on browser, available on mobile or offline from within the widget. Leverage this to help route calls smartly.
Distribute calls to the most relevant team or agent and reduce hold time for the caller. Help them to reach specific agents or teams quickly and with ease.
Look up the recent tickets of a specific customer to get clear context without having to switch to a different module.
Automatically get notified when you receive an incoming call even if you are working with another application or have minimized the browser window.
Almost every growing business comes to a point where two paths diverge— what to opt for? Wait for an in-house integration or manage with a third party integration. While both have their own points of difference, weighing all their pros and cons gave us some insights.
Data is of no use when it’s found lying around as non-cohesive bits. With an in-house software though, making sense of all helpdesk and call center-related data that is synced in a single system is easy. This way your business will have better control over all important business data and can see the bigger picture.
Being an entirely external environment, a third-party app would have no context of what data is important and useful to you. This might leave you siloed and clueless when trying to make sense of the way your data is processed by them. This tends to create an information gap between the two systems.
Given that the software is from a brand that you are already a customer with, you tend to enjoy the benefits of loyalty and some cost-cutting bundled plans. This way you needn’t spend extra on top of your regular plans.
A third party software tends to demand a pretty heavy price for every additional agent or member using the integration. This recurring cost comes up as a huge bottleneck as your business expands and team grows.
With an in-house software, collecting customer data and user patterns becomes simple and flexible. With this data, one can strategize business growth plans, spruce up your customer loyalty programs and set-up targeted marketing campaigns.
The data in this case resides between entirely different business systems and requires you to go through a series of regulations and security protocols before you get to access your data. This tends to tie down your control thus delaying your data dependent plans and operations.
Support is key to any service. With an in-house software you can be sure about the quality of support that the brand would offer. If you can’t get help when you need it most, it can sometimes turn to be a deal breaker for your business.
Since you’re new to associate with a third party brand, there is a certain risk of being victim to their shoddy support. This could affect you big in aspects of long downtimes when there is no one to respond to your queries.
“Freshdesk Contact Center (formerly Freshcaller) is a great way to record customer conversations and note down customer data and personal notes. It’s easy to take notes in Freshdesk Contact Center and all agents can view them before they make a call. Plus, we can set up multiple lines so that multiple agents can answer queries simultaneously.”
“The integration across several Freshworks platforms allow all support channels to feed into one place for our Customer Care team. The ability to listen in and playback calls allows me to provide timely feedback and coaching. Additionally, access to previous communication from a customer, allows the team to deliver improved customer service.”
“Price is king, but we always focused on customer service and responsiveness. Freshdesk Contact Center has all the features we need, out of the box, and a team we love to work with. It was an easy choice.”
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