In instances like these, where timeliness of a company’s IT department comes before any long procedure (such as raising a ticket, waiting for 2 business days, etc.), employees instinctively rely on the good old phone call. But does this mean, phone calls are all that’s needed to manage employees’ internal IT needs? Probably not. The phone channel, when used in tandem with an ITSM, gives the IT team an opportunity to deliver a good experience for their company’s employees.
You, an IT support agent, need an ITSM software to take care of some quintessential aspects like keeping a proper record of the service requests, software purchases, the licenses up for renewal, the plugins and addons requested by specific employees and virus sanity, etc. This way, with a proper process and streamlined way of approaching the employee requests and concerns, there is more clarity and an inherent smartness to handling the IT needs of your employees. And not just that, since both Freshcaller and Freshservice are hosted on the cloud, the additional burden of operational costs, spending on physical phones and their maintenance can be eliminated. These observations and insights made us ideate a solution that brings you the best of both worlds—integrating our ITSM solution, Freshservice, with the in-house cloud call center software, Freshcaller.
Freshcaller inside Freshservice
For those of you who’ve been using Freshservice to power all internal communications between your employees and the IT helpdesk at present, with this integration you can start managing your requests with the support of a cloud call center software—Freshcaller.