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Agent Efficiency Tools

Using Freshchat

  • 9 Topics
  • 3 Replies
9 Topics
Aby
Apprentice
AbyApprentice
asked in Agent Efficiency Tools
Announcements - Ability to copy and schedule recurring announcements

Can we copy an existing Announcement to reuse?If not, it would be a great idea to be able to reuse announcements. This would save lot of time in drafting a new announcement.Additionally, it would be wonderful recurring regular announcements can be scheduled as recurring. E.g. Monthly system update notification sent few days before the fixed monthly announcement schedule.

361
srikanthkarunakaran
Community Manager
6 months ago
L
Apprentice
lakshara.kemprajApprentice
posted in Agent Efficiency Tools
Save time with Canned responses

“Can you give me the list of plans?”“ What’s the pricing plan?”“ What all pricing plans do you folks provide?”“ Send me the pricing plan!”Customers have questions. And these questions can get repetitive. Imagine typing the same response Every. Single. Time. Tiring, right?Well, don’t sweat it because with Freshchat’s Canned responses save your time in the most amazing way. You can set predefined responses to common customer queries and welcome/thank you messages. This can be accessed and sent by team members as part of their conversation.To access your short code use a slash followed by the response. Pretty cool, right? This helps in having high impactful conversations and decreases your workload.

661
Stellaniceshops
Contributor
1 year ago
G
Apprentice
graham1Apprentice
asked in Agent Efficiency Tools
Freshchat auto message

Hi - if a customer sends a chat in between 5pm and 7pm, I want an automatic message to be sent saying it will take longer to reply as this is our busiest time. I want the chat to remain open as somebody will respond to it but I cannot see how to do this - any suggestions please?

1930
G
Apprentice
2 years ago
rhea.desouza
Community Manager
rhea.desouzaCommunity Manager
published in Agent Efficiency Tools
How can we motivate customer service agents?F.A.Q.

With the pandemic and people forced to shift to remote work, it’s understandably even tougher for customer service teams to stay motivated every day.Customer service motivation needs to blend in with an organization's culture to create fulfilling jobs for their frontline employees.Take a look at this short guide to keep your customer service agents happy.Which one (or more) of these works best for you?1. By promoting two-way communication.2. Empowering the agents with the right tools3. Rewarding and appreciating your support reps.4. Regulating workload and setting realistic goals5. Sharing customer appreciation with the agents

500
rhea.desouza
Community Manager
3 years ago
J
Apprentice
JohnEXOApprentice
asked in Agent Efficiency Tools
Error Inviting Agent

Unable to invite agent into Freshchat. This thing is garbage. 

630
J
Apprentice
3 years ago
sniperline047
Apprentice
sniperline047Apprentice
asked in Agent Efficiency Tools
Send Attachment through Freshchat API

Is there a way to send attachment throught the POST API of freshchat? Text and Images seems to work fine but i’m unable to send attachments. There is no documentation about the format of sending attachment.

2231
desaiankit911
Community Debut
3 years ago
L
Apprentice
lakshara.kemprajApprentice
posted in Agent Efficiency Tools
Stay on the same page as you customers with Co-browsing

Imagine you’re on a call with a customer regarding an issue with the website. You’re guiding the customer on how to fix it but, the customer is not able to follow what you’re saying.You think to yourself, “If only I could see what the customer’s doing, it would sure make things better”.Well, your dream just came true. With Freshchat’s conversation view, you can stay on the same page as your customers. Literally.Co-browsing can help you provide live, instant, and personalized support to your customers right from the Freshchat web app. Just, request for access to your customer’s screen to help them with their queries.

800
L
Apprentice
4 years ago
L
Apprentice
lakshara.kemprajApprentice
posted in Agent Efficiency Tools
Stay on top of every conversation with Priority Inbox

Message clusters can be chaotic. But, what if I told you, it doesn’t have to be.With Freshchat’s Priority Inbox, you don’t have to search through a thousand messages to find the one customer you forgot to reply to. As the name suggests Priority Inbox sorts your conversations in the order of priority and helps you identify which conversations have pending replies. It sorts your conversations based on first response due, response due, and no response due. P.s, it also highlights the time from when the conversations have been waiting. You never have to worry about losing a customer again.

1260
L
Apprentice
4 years ago
L
Apprentice
lakshara.kemprajApprentice
posted in Agent Efficiency Tools
Know more about your customers with Context pane

Sending messages to customers can be scary. The message you send determines future relations with your customers. What’s even scarier is sending a message to a customer without knowing any information about them. It’s like roller skating without any protective gear on.So, how does Freshchat help with that? Freshchat's Context pane helps you send the perfect message with contextual information.Let's take a look at an E-commerce example. Before sending out a message to a particular customer here’s everything you can know about them!Details such as their name, email ID, phone number, etc.,Purchase history, no. of items in their cart, membership ID.Follow how your customers have navigated through the website to have better conversations with them.App integrations such as payment apps would display the customer’s payment history.Well, what more can you ask for? Isn’t this enough to have great conversations with customers? 

560
L
Apprentice
4 years ago

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