Freshdesk Contact Center
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- 54 Replies
Ask the expert: Set your contact center up for successAsk the expert
Freshdesk contact center users - this one is for you! The Freshdesk contact center empowers remote support and sales teams, enables collaboration, helps you get to know your customers better, and have personalized voice interactions through high-quality and secure calls.In our next Ask the Expert session, we have @harshaa.sridhar in the house! Get the complete low-down on how you can set up your Freshdesk contact center successfully. A little bit about HarshaaHarshaa is the technical account manager at Freshworks for over 3 years, extremely passionate about working and product development. In her spare time, she loves soap making and gardening (pretty cool?) Here are a few questions you can ask in the comments section below -- How to route customer calls efficiently? What are some essential capabilities that I need to look for in a contact center software? How to equip agents to answer customer queries effectively? This thread is open from May 12 - May 20. Share your questio
Hello CommunityWanted to know how many of the admin’s here would prefer Freshdesk Contact Center change the agent state to Offline when they RONA a call. Currently as it doesn't change the state on the dashboard supervisor’s see the agent as AVBL and wonder why the agent is not picking up the call, while the agent see’s themselves as AVBL and wonder why they are not getting the call. The fix is for the agent or supervisor to change the state manually (offline back to online).If the system puts the agent offline for missing the call, it would give an exact real time experience.RegardsART
In preparation for starting fresh caller, I wondered if it were possible to restrict access to customer notes to certain teams? We have a helpline where calls are confidential, however we work closely with our customer service team who take some of our calls if our clinical staff are all in a call, however due to the nature of the calls we would not be able to use the notes function if everyone can view them and not just those in the specific clinical group. If we could restrict access to the notes areas for these callers, it would help with repeat callers.
Hello Community,I am looking for a developper able to create a custom app in freshcaller which will :Identify a customer based on his customer Id which the customer will type on his phone when invited to by the SVI Choose their position in the call queue depending on the type of subscribtion (linked to the customer id) they have. (The higher the subscribtion the higher the position in the queue)
I’m curious if anyone has struggled with callers getting stuck in the wait queue, even though there are available agents. Here’s my situation:Call comes into IVR; callers presses 2 to talk to agent Rings to all available agents (2-4 logged in at a time) for :60. If agents are available but don’t answer (because they’re working on another ticket), go to Rollover Call Queue Play Wait Queue Message, append position to wait message Problem: The call only rings back to agents in a new call comes into the queue or if the agent moves into the “available” status. If the agents finish their other ticket and can now take a call, they call may not ever ring to them again, meaning the caller is just stuck in the queue until the max time. How do others handle this? Do you require your agents to stop working on calls and take the ticket? Do you separate duties so phone agents are never distracted by other tickets? Do you have agents flip their availability on and off to trigger the phone to ring
I’m currently on trial with Freshdesk Estate Omnichannel to move my entire business to the freshworks suite and going through the new setup. I am unable to purchase FreshCaller numbers. It says “Contact Support”. I made a case yesterday and have yet to hear back on a resolution for what I thought was a simple request; If this is how a trial goes for a simple number purchase, what other issues can we expect from FreshWorks? My case is: #8782302
Hi,I am new to fresh works and trying to load an html design via cti_global_sidebar. I want to make some padding adjustments. There is a padding of padding: 20px for cti-widget-container.Is there any way to overwrite the fresh desk styles. Please reply as early as possible.Thanks !!
Hi,I am new to fresh works and trying to load an html design via cti_global_sidebar. As there is only few text over there I want to reduce the height also want to make some padding adjustments. Is there any way to overwrite the fresh desk styles. Please reply as early as possible.Attaching the screenshot.Thanks !!
The call lifecycle feature captures each event that occurs during a call, for example, missed calls, wait queue time, call transfers, and etc, and lets you view the complete journey of a call.Now you will never miss a step or event that occurred during an inbound or outbound call.How is a call lifecycle useful? Easily get the complete context of a call Quickly identify the reasons for missed or ignored calls Effectively monitor agent productivity Click here to know more.
Do you often miss details while taking call notes during a live call? Do you go back to your call recordings to find those details?We understand your pain! We know searching for details in lengthy call recordings is overwhelming and time-consuming.This is why we have introduced Freshdesk Contact Center's Post-call Transcription feature with search functionality. It lets you transcribe the call recordings and easily search for keywords in call transcripts in minutes. This helps your agents resolve customer queries faster and make conversations more contextual. Also, you can use this to enhance your call monitoring and training process.You can read more about this on our Website.Sounds interesting? Well, if you love this feature, please fill out this form to let us know your interest.
We just setup Freshcaller so our Receptionist can answer incoming calls. It placed it in a default queue that plays a greeting before attempting to ring and connect wiht the agent. Is there a way to skip the queue and just have it ring the agent directly with no recorded greeting.
I am a so-called solopreneur. As such, I consider even apparently small costs, since they all add up. I have just signed up to FreshCaller, with a single agent license. That license is supposed to be for a Virtual Assistant who handles phone-based customer support for me. I have just learned that my single agent license has to be used for my admin account. That makes no sense to me. I understand that I MAY wish to burn my agent license on my admin account (if I was actually making the calls), so that is a reasonable scenario. But being forced to use that agent account is not just frustrating but also a showstopper to me migrating over to FreshCaller. That said, I am hoping I have been misinformed and someone can tell me how to use my agent license for...well, an agent (not an admin).
Does anyone have suggestions for how to improve our IVR messages? In particular, the wait queue and call back messages? Here’s my situation:Call goes into the queue Play wait queue for caller that says something like, “All agents are busy, please hold or press * to leave a voicemail.” Append queue position I’d like to enable callback so immediately after the queue position the Callback says something like, “Press 1 to remain in queue or press 2 to leave a voicemail.” If callers presses 1, it repeats the wait queue message above (#2) and the queue position.. over and over and over.This means the customer experience goes something like this: “All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…Press 1 to remain in queue or press 2 to leave a voicemail...All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…All agents are bu
I’m trying to purchase a mobile number in Australia, but the system keeps asking to me, ‘CONTACT’ SUPPORT’, and just leads me to an email page to email their support team.This is on FreshCaller Btw. And I’m currently on a paid Freshworks plan. Just wondering if I need to first buy credits first before before buying a number?
What do you think are the benefits of having a remote/ work from home phone system? How beneficial is it for your company?Get our thoughts here. Experience flexibility with a mobile app Stay on top of your team’s performance Route your calls effectively with intelligent routing options Provide context and collaborate across teams
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