THE FAB 5 : Apps from Freshworks Marketplace to supercharge your agent productivity.
The recent wave of digitization in the last 2 years has helped businesses grow at a rapid pace and, in some cases, transform themselves into completely digital businesses. Even among consumers, technology adoption has been one of the most prominent changes and as a result, companies, both big and small, have had to focus not only on innovation and digital transformation but also on customer service, availability, and agility.
Consumers now expect to be heard immediately, their needs served instantly and through the channel of their choice. In case it is not a delightful customer experience it can lead to unhappy customers eventually causing a significant amount of churn. Thus an important way to keep customers consistently satisfied is to make sure that the agents helping them stay motivated and are enabled optimally. By leveraging the Freshdesk product for effortless customer service, you’ve already done the majority of the work here, but why not look at some of the apps that can further enhance agent productivity and drive a better experience for your customers?
So let’s dive in! (Bonus – these are all free apps available on the Freshworks Marketplace!)
1) Customize From email address:
With increasing customer queries and a growing business, you could at one point be dealing with multiple support emails for your customers. With the ‘Customize From email address’ app, now setting the correct From email address for your ticket responses is a one-click process. You can also configure the from email address based on the group, type, or agent. E.g. You can set up a different ‘from email addresses’ for questions, incidents, and problems. Check out this app from the Freshworks Marketplace.
2) Attachment Manager:
Want your agents to keep a track of all the attachments that customers share while raising a ticket? The attachment Manager app for Freshdesk lets you exactly do that and much more! It lets you view all your attachments in that ticket in one place, lets your agents download attachments for easy access, attach items in ticket replies easily with just a click of a button, and it also lets you tag your tickets for attachment for easy filtering. Not only this, but you can also prevent your agents from deleting important attachments. If you are still searching for ways to seamlessly manage multiple attachments, check out this app here on the Freshworks Marketplace.
3) Hide/Disable ticket fields:
Optimizing the time taken by your agents to solve customer queries goes a long way toward defining your customer service. With Hide/Disable ticket fields, you can hide or disable default or custom ticket fields that are not relevant to an agent. Except for mandatory fields, you can hide all other fields in the new ticket or ticket details page. This will not only reduce clutter from your agent’s plate but it can also be used to expose only the required details. Agents spend 100% of their time-solving customer problems. Make them productive using the Hide/Disable ticket field from the Freshworks Marketplace.
4) Hide Fields:
If you want to go more granular in your approach to showing relevant ticket details to your agents, you need to check the ‘Hide fields’ app. Built by Freshworks, this app lets you hide ticket fields based on preset conditions based on dropdown fields, dependent fields, and user roles. Reduce clutter from your agents’ portal and show them data they actually need to solve a customer problem. Check out the Hide fields app from the Freshworks Marketplace.
5) Custom ticket fields:
If you have multiple custom ticket fields to manage, now you can control the view of these custom fields based on product, group, or ticket type. As an admin, you can use the ‘Custom ticket field’ app to decide on which custom fields to show or hide inside your Freshdesk instance and also disable agents to change the field value filled by the customer. Enable the right flow and management of data with the Custom ticket fields from the Freshworks Marketplace.
Experience better agent productivity and an improved customer experience with these apps from the Freshworks marketplace. Want to learn about more such apps? Watch out for our next blog in THE FAB 5 series where we talk about 5 more such apps for Freshdesk that can supercharge your agent productivity.