With multichannel (6 channels) support in your helpdesk, you can:
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Email: Manage multiple email accounts from one place; prioritize, categorize tickets and collaborate with team members to quickly resolve queries.
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Generate customer and agent notifications for ticket creation and updates
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Prioritize, categorize and assign tickets automatically
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Phone: Make and receive support calls and convert them into tickets. Have customer data and for reference when on call.
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Route calls with Interactive Voice Response System (IVR)
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Collaborate with other teams using call conferencing
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Furnish details on call history and for call block
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Monitor key metrics for call performance
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Live Chat: Support or engage with website visitors proactively and in real-time.
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Route chats to the right agents
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Gather contextual information beforehand
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Convert chat transcripts to tickets
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Monitor chat support with reporting
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Feedback Widget: Make it convenient for customers to reach out for help. Encourage self help with smart suggestions available within the ticket form.
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Collect feedback and support requests directly from your website
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Pre-populate ticket forms with relevant data for faster ticket creation
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Auto populate suggestions based on questions asked
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Social: Connect with customers and prospects, share information and resolve queries on the social network.
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Track Facebook→wall posts and direct messages right from your Helpdesk. Customers get issues resolved without leaving their social network.
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Automatically pickup tweets, relevant to your business, with, keywords based on support issues, competition information and market trends.
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Web portal: Encourage self service with knowledge base and forums as an extension of your website experience.
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Manage multiple products and brands from a single helpdesk
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View and manage your helpdesk portal in multiple languages
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Rebrand your portal to reflect your organization’s experience
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Create a community to encourage questions, ideas and build your brand
Multichannel in Freshdesk: Watch Video Now!