Freshdesk Contact Center Review

Freshdesk Contact Center (formerly known as Freshcaller) is a cloud-based solution to help businesses improve the customer experience easily and cost-effectively. Deploy a flexible and intelligent contact center in a few intuitive steps. It doesn’t matter where your agents connect from. Powerful features like multilevel IVR, work schedules, and holiday settings help your agents manage call volumes without compromising the customer experience. You can reduce resolution times with advanced, automated routing capabilities and quickly route your customers to the right experts. Future-ready system with advanced voice robots, voice-enabled IVR, and native voice intelligence features like post-call transcription. Whether you want to review your day-to-day operations or need information to make vertical scaling decisions, it has in-depth reporting and analytics to make sure you’re always in the know.

FRESHDESK CONTACT CENTER – TUTORIAL

This video walks you through the simple process of purchasing a phone number for this call recording software. Learn how to choose a preferred number from a specific country and state.

FRESHDESK CONTACT CENTER – FEATURES

• Inbox: track and manage incoming support tickets from multiple channels with one inbox
• Agent Collision Detection: ensure that multiple agents don’t wind up working on the same ticket by accident
• SLA Management: set deadlines for ticket response and resolution based on different business hours or categories
• Custom Ticket Status: create custom statuses that suit your workflow to identify what stage a ticket is in
• Scenario Automation: perform multiple actions on a ticket with a single click by automating repeated actions
• Canned Responses: provide quick, consistent responses to common questions by creating pre-formatted replies
• Problem solving: work together as a team to quickly and efficiently resolve customer issues
• Team meeting: discuss specific parts of tickets with experts from across your company to figure out the best solutions
• Linked Tickets: link related tickets together to keep track of widespread issues and deliver consistent responses
• Email: convert support emails into trackable tickets in your helpdesk that you can manage and resolve
• Phone: set up a fully functional call center and log and track calls and convert them into tickets
• Support across all channels: unify and manage all support-related communications from multiple channels on a single platform
• Help Widgets: show helpful solutions based on where your customers are: on your website, mobile app, or even chat
• WhatsApp: instantly engage your customers and resolve their questions faster.